Le Poste
Job Profile DefinitionMS Operation Director (OD) owns the end-to-end manage services delivery process and acts as the single point of contact within the Client towards the customer and the all internal entities for all aspects related to the execution of managed service contract.
Mission:
• MS Operation Director (OD) represents Client Managed Service on an assignment basis and acts as a single point of contact for the assigned Project in case of planning and execution, resource allocation, prioritization and escalation topics for the entire services and delivery process.
• The OD is responsible for the contract execution performance with respect to financial and operational (non-financial) KPIs (e.g. cost, timelines, revenue recognition, project assets, customer satisfaction) and requisite planning to enable successful execution.
• Responsible for E2E planning and management of financial and operational performance
• Accountable for delivering the entire Manage service contract execution scope – products and services - to the customer within the assigned area of responsibility.
• Ensures Customer contract execution management based on PMI principles and in full alignment with Client Mode of Operations and applicable BL guidelines
Summary of key activities:
• Customer Relationship Management
• Managing financial and operational (non-financial) Performance
• Contribution to Service Business/Solution Creation
• Customer Contract Execution Management Planning
• Monitoring and Controlling Customer Contract Execution
• Risk Management
• Stakeholder Management
• Leading the Customer Contract Team
• Closure and handovers
Key Performance Indicators:
• Gate 6 - Project Target Agreement (PTA) implemented
• Gross Margin GM
• Cost Baseline Adherence +/- 3% (incl. change management)
• Project Asset Rotation Days (PARD)
• Customer Perceived Value (CPV)
• e2e Demand Planning Accuracy (Equipment + Services)
• Operational non-financial KPIs
• Revenue
Key activity descriptions:
Customer Relationship Management
• Owns customer relationship management in manage service, delivery and performance
• Handles project and mange service related customer satisfaction
• Develops long term Customer Relationship strategy
• Establishes and maintains good customer relationship by e.g.
o Ensuring all relevant information is communicated proactively to the customer
o Regular meeting practices are maintained and agreed actions are reliably followed-up
Managing financial and non-financial Performance
• Ensures contract execution performance (KPIs, cost, timelines, revenue recognition, project assets)
• Plans/communicates /ensures accurate figures for (services/equipment)
• Driving for continuous efficiency improvement by e.g.
o Cost Baseline Adherence management
o Project Asset Rotation Days (PARD) reduction
o Optimizing Project/Program* operational performance (non-financial KPIs, e.g. Project Schedule Adherence)
o Ensuring efficient claim management
• Aim to improve revenue and Gross Margin by e.g. capturing up-selling opportunities by effective Change Management
Contribution to Service Business/Solution Creation
• Coordinates all the manage services delivery business in the account
• Customizes and implements services delivery strategy in the account
• Contributes in identifying and creating business opportunities
• Contributes to pre-sales and sales/tendering processes
• Contributes to the development of the service business and turning it into a profitable business case for CLIENT
Ensuring Governance in Customer Contract Execution Management Planning
• Ensures implementation of unified operational processes (including Service Delivery Management practices)
• Ensures implementation of CLIENT Program Business Management practices to fulfill Customer requirements.
• Ensures Gate 6 Project Target Agreement** (PTA) process takes place
• Ensures planning of Customer Contract Execution is based on PMI principles and processes (initiate, plan, execute, monitor/control, close) as well as Business Line global guidelines
• Ensures contract management process is initiated and integrated with Program Management processes, operational processes and Client Contract Management policies
Monitoring & Controlling Customer Contract Execution
• Ensures manage service execution cases comply with quality guidelines /requirements of the CT
• Owns overall CT level manage services delivery quality
• Ensures on CT level that manage services execution complies with Health & Safety requirements and reporting to the Customer.
• Ensures Governance in Project Monitoring & Control
o Program Management processes e.g. time management, cost management, scope management, quality etc., including e.g.
ensures sufficient operational visibility to relevant stakeholders (e.g. PMO, Customer) through specific tools
participation to periodic reviews e.g. Review Meetings
o operational KPIs
o KPIs as specified in Service Level Agreements
Risk Management
• Accountable for risk management on an overall CT contract execution level: ensure risks are identified, analyzed, monitored and managed proactively.
Stakeholder Management
• Managing the expectations of Customer Contract Execution stakeholders,
o customer
o CT team
o project team / program organization
o subcontractors
o 3rd party vendors (multi-vendor partners)
o Order Management and Logistics (OML)
• Setting up and maintaining clear and effective internal and external communication within the relevant project stakeholders (e.g. customer and project teams)
Leading the Customer Contract Execution Organization
• Responsible for direct line management
• Perform line management responsibilities e.g.
o on-boarding/off-boarding people
o manage performance, competence development
• Organize and lead the Customer Contract Execution organization.
• Aligns services resources and costs to current and future CT business requirements together with CT and SBUs
• Identifies/communicates services capability transfer needs to the GS Operations Region Capability Managers.
Closure and handovers
• Accountable for competition of contractual requirements (e.g. Acceptance Testing done, PAC signed by customer)
Accountable for closing the Customer Contract Execution (e.g. collect lessons learnt, post calculations, document PTA completion, PSS, Customer handover activities, internal handover)
Customer team: CT Head, CT F&C, Account Manager, Sales (Business Unit Account Managers & Solution Managers) & Presales (GS Business Line Product Managers) owners, Program Business Management (Care, MS, NI, NPO, SI), Account Logistics Manager, Solution Consultant, Business Consultant, Engagement Manager, Contract Manager etc.
Region/Sub Region: SR GS Head, Resource Stream Organization (RSO), Regional PMO, Regional Logistics, Project Procurement Manager
Program Delivery Management Team: Operational Delivery Management roles (e.g. Project Delivery Manager, Technical Manager, OC Manager etc.)
Project Management Office: PMO Manager, Region PMO roles
RMO Mali