Shire Jobs

The Senior Manager, Service Operations (SOM) is responsible for managing the configuration and execution of the service strategy for an assigned geography of 40 service providers with an annual spend of $30MM. Primary focus includes service provider capability, capacity and performance management to support reactive and scheduled service. The SOM is responsible for working closely with the Bottling Organization and the 3rd party service partners along with cross functional teams including Equipment and Customer Service teams to drive consistent service performance and execution. The SOM is also responsible to ensure proper cost management and market service strategies to achieve our goal of becoming our Customer's most valued partner.

What You'll Do for Us

• Develop and execute multi-year equipment services strategy with service network that includes next generation requirements and capabilities

• Lead performance management program with providers to include SLA analysis, identification of opportunity areas, corrective action plans, fields audits, etc. including decisions to move service & install responsibility for optimum service configuration

• Issue resolution for customer escalations/issues for reactive service calls or installation activities

• Conduct annual and long-term joint business planning with senior leaders of Tier 1 providers/bottlers.

• Support the planning and execution of innovation (equipment, parts, tools, etc.) with provider network (conduct assessment, support activation and training, issue resolution)

• Conduct annual service provider review of end-to-end performance and annual rate negotiation for the following year

• Support the planning and execution of key customer initiatives/projects (align with account team, ensure capability and capacity exists, audit performance, ensure issue resolution)

• Develop and administer annual service level agreements (SLAs) on key performance and costs metrics and with the service network

Qualifications & Requirements

• Bachelor's Degree Required (OR Equivalent Experience)

• Previous customer experience in sales or operations role

• 4+ years of operational management experience (service operation management preferred)

• 2+ years of general Operations experience

• 1-2 years of Project Management experience

Functional Skills

• Lead service performance management through conducting regular business reviews with bottler VPs of cold drink/service and owners of independent service providers to advance the relationship, influence decisions and drive service performance.

• Provide general management of fountain service and installation in assigned geography through assessing and developing capabilities and capacities in bottler and independent service providers through influencing, mentoring and collaboration.

• Develop joint venture business plans with Bottler and ISP management based on collaborating for value to find common ground and win-win scenarios that drive long term value to our service providers resulting in best in class customer service to North America Operating Unit (NAOU) fountain customers.

• Strong financial acumen for the determination and negotiation of annual service rates with all service providers that minimizes NAOU cost to serve and drive best in class customer service.

What We Can Do for You

• Large & Connected Network: Ability & exposure to cross-functional connected teams across the country & globe allow you to enhance and maintain global connections that allow us to move faster and learn from others.

• Innovative Technology: We utilize and lead the market with our large supply chain network and state-of-art technology we use each day.

Skills:

Leadership; Business Planning; Sales Process; Account Management; Customer Relationship Management (CRM); Sales Management; Marketing; Pitch Presentations; Consultative Sales Management; Contracts; Sales Forecasting; Forecasting Process (Inactive); Communication; National Account Sales; Decision Making; Business Development; Teamwork; Negotiation

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.