Service Partner (SP) Manager - JHB at Giesecke+Devrient

PURPOSE OF THE JOB:

• Serve as the primary interface for all services delivered by Service Partners (SP) to G+D customers.
• Performance Management of the Service Partner.
• Manage all operational matters and quality performance related to assigned regional SP.
• Ensure that assigned SP delivers top quality services to G+D customers.

KEY RESPONSIBILITIES AREAS (DUTIES & RESPONSIBILITIES)
Service Excellence

• Ensure G+D and SP continually exceed customer expectations in the provision of services, pro-actively take service quality initiatives or roll out excellence initiatives taken by the Head of Customer Excellence. Ensure redundant service coverage by SP. Organize G+D support for day-to-day (SP) Services and pro-actively manage major support issues. Clearly and consistently communicate the expectations of G+D to SP and continually improve the service delivery quality of SP. SLA implementation & management with SP.

Service Partner (SP) Training and Tools

• Pro-actively identify ongoing SP training needs (tools, service and technical training) and mobilize the required G+D resources to provide this training. Roll-out of (new) G+D tools and processes with SP (or SP tool access at G+D if applicable). Ensure SP and G+D teams have the required access and knowledge for seamless collaboration and customer support. Track and communicate training needs and progress.

Service Partner (SP) Records Management

• Responsible for the management and filing of all SP documentation (agreements, partner database, access and tools, reports, communication) - not limited to but including:
• SP skills and certifications
• SP contact information
• Site installation data (location)
• Service records by: Country System Type, System Serial No, SP Customer System Counter and Spare Part Usage data.

Service Management

• Host/organize monthly interlocks with the relevant customers, SP and G+D stakeholders to review SP SLA performance, KPI’s and other contractual requirements. If required (e.g. during transition, go-live or crisis), host daily or weekly customer or SP engagements. Provide monthly reporting to G+D stakeholders on Customer SLA and SP status and initiatives (executive summary).

Service Partner (SP) Network Development

• Identify the need for new SP and identify opportunities that fuel G+D growth strategy (via existing or new SP). When and where required, recruit qualified SP companies in areas of both current service, and target areas of business development (e.g. VASS). Build strong SP network and relationships – ensure that SP views G+D as a preferred vendor and SP acts as an ambassador of G+D systems and solutions. Attend relevant channel partner / SP events that strengthen SP - G+D relationships and promote G+D solutions.

PROFESSIONAL EXPERIENCE:

• Minimum of 5 years’ experience in the distribution sector (e.g. IT, cash processing systems).
• Proven track record of managing channel partners and/or vendors.
• Experience in channel sales will be advantagoues.

MINIMUM ACADEMIC QUALIFICATION:

• Matric Ceertificate 
• A bachelor's degree in business administration, marketing, or a related field is typically required

KNOWLEDGE, SKILLS, & ABILITIES:

• Strong team player, able to drive different teams to deliver the desired outcomes. 
• Excellent communicator, able to explain complex subjects to a varied audience.
• Possess experience in facilitattion and training on IT technical systems.
• Able to summarize data and present it in an easy-to-understand format.
• Be able to filter complex issues into the correct area of concern (e.g. Software, Hardware, Calibration, Quality…)