Service Manager South Africa

  • Johannesburg, South Africa
  • Full-time

Company Description

SIGFOX is the first and only operator of a cellular network fully dedicated to low-throughput communication for connected objects. With an extremely cost effective and very low energy consuming out-of-the-box connectivity offer, SIGFOX brings a revolution to the world of Internet of Things.

Sigfox deploys its network worldwide through distribution agreements with local partners (Sigfox Operator – SO), in charge of deploying and maintaining the network, and marketing and selling connectivity thanks to customer, channels and ecosystem development.  The relationship with each SO is managed by a Country Manager. Development of connectivity is mainly triggered by customers or channels of Sigfox Operators through their ability to implement IoT Solutions.

Job Description

The Country Manager:

  • Proactively identifies the Sigfox Operator (SO), drive and close the negotiation of the Distribution Agreement (DA)
  • Manage and control the SO KPI related to DA execution
  • Supports, monitors and challenges SO connectivity business development; advises and challenges SO, selected/strategic channel or customers’ business processes (value chain, local business drivers, partnership, device certification, …), through support from Solution Sales Support (3S) team, Pre-Sales Support (PSS) team, Service Management (SM) team and ecosystem (ECO) team
  • Represents Sigfox in the country, and in particular towards regulatory agencies, government, ecosystem.

 As Manager, Service Management, you will:

  • Support the Country Manager in managing and controlling the SO KPI related to DA execution
  • Under Country Manager request, drive the relationship with a portfolio of SOs ensuring customer satisfaction in DA execution,
  • Make sure DA obligations are fulfilled,
  • Propose internal and external governance associated with each Distribution Agreement,
  • Manage internal actions with all department (legal, finance, IT, technical, processes, sourcing, sales, marketing, …) to ensure delivery and in-life of the contract
  • Develop and drive DA/service improvement plan in coordination with Sigfox and SO stakeholders
     

MAIN RESPONSIBILITIES:

According to SO management policy:  

  • Manage customer relationship and satisfaction
  • Communicate to management, stakeholders, team members, and subject matter experts on different levels
  • Ensure satisfaction and quality of service, and follow Service Level Agreements indicators
  • Ensure that all contract obligations of both parties are fulfilled
  • Ensure that billing is in conformity with the DA and follow DA P&L
  • Manage issues, risks and mitigation actions
  • Organize governance bodies and documentation, including preparing decisions and dashboard for steering committees
  • Manage dependencies and define needs and ensure that all functions and practices deliver results
  • Provide formalized feedback and write business requirements for Sigfox development teams regarding his/her activity. Develop and manage stakeholders according to DA governance 
  • Acts as Service manager for services to be delivered by Sigfox to the SOs, in coordination with Sigfox operational team. 
  • Identify and drive the development of Contract/Service improvement plan

Qualifications

KEY SKILLS & ATTRIBUTES:

  • 5-8-year experience in large outsourced projects and services / contract management
  • Strong track record in successful roll-out of complex deals  
  • Leadership
  • Exceptional presentation skills
  • Adaptability, experience in a start-up environment welcome
  • Extensive experience in implementation and methodologies and understanding of change programs and service management in particular
  • English: Fluent. Other languages welcome. 
  • Degree or higher education in Information technology, business/economics or equivalent 
  • Multi-Year experience as service manager or contract manager involving coordination across multiple teams (preferable in IT infrastructure environment or platform engineering)


Additional Information

--> Located in the region with international travel up to 30%.