Service Sales Manager

Job Title: Service Sales Manager

Location : Riyadh

Major Objectives of the Job: To manage end-to- end Sales of Service ensuring all services are delivered to customer expectations while keeping scope, cost, schedule, compliance, quality, resource management and overall profitability is in line with business objectives.

Working Relationships:

Customers: All Utility customers

Principals/Suppliers: All Electrical Services

Main Responsibilities: In summary; Front Ending with customers for Promoting & Managing all range of Electrical Products/Services offered by Electrical Business Unit.

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Key Result Area

Key Performance Indicator

Accountability/Metrics

1

Customer & Market

Finance & Impact

(Services are delivered on time, on budget and with the features and functionality specified by the project’s stakeholders)

1)   Financial as per budget = or > 100%

2)   Services delivered within agreed time, scope and budget

3)   Service documentation complete and stored locally for project health check purposes

4)   Business client signs off on the customer acceptance form.

5)   Operational / support teams formally accept services output into a ‘live environment’

6)   ACP =< 60 Days or as per Customer PO

7)   Supplier Payments as per agreed T & C

8)   Customer Feedback during ongoing stages of the Project

1)   Monthly Report / Financials

2)   Costing sheet / Accrued Reports

3)   Utilizing Inhouse resources.

4)   Project Report/ Drawings/Service Plans

5)   PAC/FAC upon on-time completion

6)   Customer Notification/document on Go-live

a)      Submission of final invoices

b)      Punch-list = Zero

7)   Credit Report/Age Analysis/ Provisions

8)   Payables Report/Ledger

9)   Customer Satisfaction Survey – mandatory for all projects, 5-10 a month based on customers.

a)      Project Kick off phase

b)      Mobilization Phase

c)      Execution Phase

d)      Install/ Comm phase

e)      Project Closure

f)       Warranty Phase

2

Service Management Process

(Communication and Reporting)

1)   Service Reporting / documentation is delivered to customer according to an agreed schedule

2)   Risks and issues are clearly addressed and communicated to relevant stakeholders

Resource hours are logged/ captured for each project

1)   Weekly progress report

a)  On-time reports to customer

b) On-time internal reports to management/stakeholders

2)   Risk assessment Report

a)      Services risks & Mitigation plan –x weeks from Kickoff

b)      HSE assessment and plan –x weeks from kickoff

3)   Timesheets compliance

a)      Kanoo Timesheets -weekly

b)      Contractor timesheets - weekly

3

Project Human Resources Management

(Effective and efficient management of resources

Leads and manages a high performing team)

1)     Resources managed in line with the Service budget and plan

2)     Resources performing to required standards and poor performance addressed early

3)     Contractor/Subcontractor resource selection using a defendable process.

4)     Ensure staff is trained on a regular basis on PM skills

1)      Service progress report

a)      S-Curves, Time sheets – weekly

2)     Performance review – Kanoo Team

a)      Respective KPI – 6Months

3)     Performance review - Contractors

a) Respective KPI – biweekly/ Monthly

4)     Staff Training Record – Half yearly

4

Process & Innovation

(Continuous Improvement)

1)   Service reviews are held at the end of each phase / Service contract

2)   Lessons learned for each service are documented and best practices shared

1)     Within two weeks of service completion or PAC

2)     Within one month of service completion or PAC to entire project team/ Management

5

Process Compliance

Ensures compliance to values, policies and standards, and ensures compliance will all company, local and statutory requirements.

1)   Ethical code of conduct

2)   Understands and complies with all company and legislative requirements.

3)   Understands and complies with all customer and regulatory requirements.

4)   Site Safety / Accidents = Zero

1)     Process Violations, escalations

2)     Service / Process Audits – NCR = Zero

3)     Service / Process Audits – NCE = Zero

4)     Safety Audits/Incident Reports

6

Self-Development

(Training, Skill and Competency Development)

1)   Minimum one self- development training per APR

2)   Minimum one function training related to Project Management

1)    Before June of current year

2)    Before Dec of current year

Competencies Required:

Qualification

Bachelor of Engineering – Electrical with a minimum of 10-15 years’ experience in leading and managing service jobs, utility Electrical Assets

Competence:

1. Job Knowledge

2. Achieving Objectives

3. Values Driven

4. Decision Making

5. Interpersonal Skills

6. Time Management

7. Working as a team

8. Problem Solving

Skills:

1.  Sales and Marketing

2.  Customer relationship Management

3.  Negotiation skills

4.  Contract Management

5.  Costing

6.  Impactful presentations

Personality Traits:

1. Presentable

2. Good listener

3. Calm and composed

4. Self-initiator

5. Continuous follow up

6. Ownership and closure

7. Flexibility and Adaptability