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.

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

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)

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