GF - Service Business

Purpose

Reliable rolling forecast for FTE and sales planning

Accountabilities

  • Coordinate FTE planning with the subcircle lead links
  • Create and update sales planning

Purpose

Creates and applies sales strategies for services

Accountabilities

  • Developing a growth strategy focused both on financial gain and customer satisfaction
  • Qualifying offerings
  • Providing information on new sales strategies to sales
  • Initiating service design and service transition projects
  • Defining yearly/quarterly objectives for sales and account manager
  • Coaching of service strategy roles in service business
  • Coordinating activities with marketing planner role
  • Defining Service Development process
  • Drafting and publishing templates for new services (powerpoint and word)

Purpose

Financial figures we can rely on

Accountabilities

  • Perform monthly closing
  • Verify accruals and deferrals
  • Update financial metrics for GF Service-Business and GCC tactical

Purpose

Ensures that an escalated incident is taken care of

Accountabilities

  • Available for @24/7 On-Call if a major incident occurs
  • Identifies major incidents and handles the major incident process
  • Searches for additional resources during escalated incident
  • Coordinates and handles communication with stakeholders during an escalated incident
  • Addresses escalated incidents 7/10

Purpose

Correct invoices sent on time

Accountabilities

  • Creation of invoices
  • Correct and approved invoices
  • Add invoices to bookkeeping tool
  • Verify billable items versus customer contract

Purpose

Coordinate project handover from service strategy

Accountabilities

  • Handing over projects from service strategy
  • Adding and maintaining projects on the "Setup Planning"

Purpose

Ensures quality of Implementation-Projects

Accountabilities

  • Correct communication for project fitness
  • Planning and Communication during a Project
  • Handover to the Service-Manager in the Operation Circle
  • Projects are staffed sufficient to reach the deadlines or match priority.

Purpose

Link to the customer and have up to date Customer Needs/Infos

Accountabilities

  • Plans reccuring service meetings with the customer and if needed the project leader or/and a technician
  • Explains the reporting to the customer
  • Takes up problems/improvements from the team and discuss it with the customer
  • Is responsible for the Service Desk page of the customer being up-to-date
  • Is responsible for communicating holiday absences (internal and external) and they are written/visible on the Service Desk page of the customer
  • Check with the project leader and the developers how responsibilities are regulated
  • Is contact person for improvements or change requests of the customer
  • Coordinates Setup / Rundown of new / leaving Service Desk Customers
  • Controls SLA compliance of their customers
  • Initiates corrective measures if SLA of their customer is in danger of non-compliance
  • Involves the account manager when the SLA goal of one of its customers has not been reached
  • Keeps Inxmail contacts in "SB - Linux Services Customers" and "SB - Windows Services Customers" for its customers up-to-date
  • Acts in the approver role in the access management process https://unicag.sharepoint.com/sites/TQMI/SitePages/P47.1.10%20-%20Access-Management.aspx for project groups of its customers

Purpose

Continued evolution of the circle’s services, methods and market development through the successful implementation of strategic initiatives.

Accountabilities

  • Leading the successful implementation of specific strategic initiatives
  • Planning resource allocation to the implementation of strategic initiatives
  • Finding, instructing, challenging and leading talent for the implementation of strategic initiatives
  • Reporting on the state of the initiative’s implementation to the circle
  • Integrating the strategic initiative into the strategic initiatives portfolio maintained by the Strategic Initiatives Program Manager
  • Evaluating the need for financial and other resources needed to complete the strategic initiative and communicating these needs to the Strategic Initiatives Program Manager

Sales & Marketing Service Business

Purpose

Build and maintain strong, long-lasting customer relationships

Accountabilities

  • Qualifying offerings from assigned customers
  • Promoting Unic services to assigned customers
  • Developing a trusted advisor relationship with customer contacts
  • Ensuring the timely and successful request fulfillment of our services according to customer needs and objectives
  • Developing new services with existing customers and/or identifying areas of improvement
  • Preparing reports on account status
  • Assisting with high severity requests or issue escalations as needed
  • Forecasting and tracking of account metrics
  • Timely update of tickets (no past dues)
  • Proposing new or changed services
  • Contacting GF - Service Business customers continuously

Purpose

Manages the day to day marketing activities of the circle.

Accountabilities

  • Initiating and coordinating campaign team
  • Creating and updating campaigns in the relevant tools
  • Developing the detailed campaign concept (messages, offering, communications plan)
  • Providing more details in goals, costs, resources and other investments
  • Implementing all campaign actions together with the campaign team
  • Managing the invitations (screening, distribution, reminder)
  • Monitoring and reporting on effectiveness of marketing communications

Purpose

Enable capacity planning process by providing timely information

Accountabilities

  • Providing information on existing customer changes (capacity increases, decreases or contract cancellations) as well as new customer expected: Number of Servers, Sizing and expected date of change

Purpose

The purpose is to create meaningful content for (potential) service business customers and other interested parties for distribution via suitable communication channels.

Accountabilities

  • Researching for and writing of articles such as blogs, event informations, white papers, factsheets etc. for unic.com and other platforms and channels (e. g. newsletter, mailings etc.)
  • Proofreading and revision of texts for publication
  • Briefing and coordinating of authors
  • Ghostwriting
  • Creating and updating the texts for the proposal templates
  • Creating and updating the slides for proposals

Purpose

Make sure that the Services Frontdesk is up to date

Accountabilities

  • Managing Frontdesk Tickets for Services
  • Checking due dates and assignees weekly
  • Opening opportunities related to Frontdesk Tickets in Salesforce

Purpose

Der Lead Link hat den Purpose des Gesamtkreises.

Accountabilities

  • Strukturiert die Governance des Kreises, um seinen Purpose und seine Verantwortlichkeiten zu aktivieren
  • Teilt den Kreisrollen Partner zu; überwacht die Übereinstimmung; bietet Feedback zur Optimierung der Übereinstimmung; teilt ggf. weiteren Partnern Rollen neu zu, falls dies der Optimierung der Übereinstimmung dient
  • Teilt die Ressourcen des Kreises seinen verschiedenen Projekten und/oder Rollen zu
  • Bestimmt Prioritäten und Strategien für den Kreis
  • Definiert Kennzahlen für den Kreis
  • Beseitigt Beschränkungen vom Kreis zum Super-Kreis durch Aktivieren seines Purpose und seiner Verantwortlichkeiten

Purpose

Creates effective and efficient marketing strategy for the circle.

Accountabilities

  • Overseeing the circle's marketing budget
  • Developing the marketing strategy in line with the company objectives
  • Qualifying campaigns
  • Annual planning of campaigns
  • Handover to Campaign Manager
  • Developing rough campaign concept (goals, campaign type, customer benefit description, offering, content ideas, campaign channels)
  • Forwarding marketing inquiries

Purpose

Ensures the quality of the proposal by reviewing the content and calculation.

Accountabilities

  • Reviewing the proposals and calculations
  • Signing the proposals and calculations
  • Timely update of tickets (no past dues)
  • Negotiates and signs contracts

Purpose

Generating leads from the partners channel

Accountabilities

  • Managing new and existing client relationships with all partner
  • Positioning Unic services in the partners channel
  • Coordinating activities together with the Projects partner manager
  • Communicating actions and information to the partners

Purpose

Collaborates with members of the sales and project teams to ensure the proposal and its content is complete, accurate, and timely.

Accountabilities

  • Managing and updating Frontdesk tickets
  • Representing the circle during the qualification process
  • Organizing required resources to submit the proposals
  • Managing content and calculation for proposals
  • Collaborating with members of other circles to ensure content is complete, accurate, and timely.
  • Improving efficiency by standardization of the proposal process
  • Timely update of tickets (no past dues)
  • Collecting and updating of text snippets for offers and contracts

Purpose

The sales consultant manages the sales funnel of the circle.

Accountabilities

  • Monitoring sales pipeline
  • Analyzing market trends
  • Collaborating with other circles to prepare common sales strategies
  • Evaluating prospective customers and new target segments
  • Promoting and selling products or services
  • Timely update of tickets (no past dues)

Purpose

Effective and efficient tools to collaborate

Accountabilities

  • Providing and maintaining sales folder
  • Providing and maintaining communication channels