Client Services Manager

Athens / Warsaw / Sofia

Overview of role:

The Client Services Manager is responsible for the management and control of the P&L of the defined geographical area, for the supervision of the projects implementations at customers' sites, for the building and maintaining of area service groups, developed and managed in relation to operational projects in a specific region, and for the engagement process for customized customer solutions, involving the definition and negotiation of solutions, including financial arrangements and P&L responsibility for ongoing delivery
of the engagement.

Responsibilities and accountabilities:

• Control and follow-up for the total P&L of the assigned area including revenue, cost management,
• achieving profit margin and support for the Sales Team for services related cash collection.
• Oversee the implementation of all Temenos products and professional services in a specific region
• Manage and develop regional teams of consultants to maintain and improve Temenos capacity to implement Temenos products.
• Ensure that training is carried out to maintain high level of knowledge within the Client - Services in all areas of consulting, including control for consultants’ certification and adherence to Temenos Implementation Methodology.
• Work and interact with Sales to evaluate business processes and make recommendations of solutions, developments, as well as possible opportunities.
• Work with Sales, Pre-Sales to ensure that Services pricing, revenue and cost structures are accurate and realistic.
• Conduct regional resource planning in conjunction with the Resource Allocation Manager to ensure optimum resource utilization in the region and identification of further resource needs.
• Ensure that client satisfaction is maintained by managing the delivery of professional services according to agreed engagement scope and objectives, and services are performed according to the Temenos Software License and the Services Level Agreements.
• Liaise with Senior Management for project escalation issues and/or for project management guidelines, managing the clients expectations and managing upwards internally.
• Monitor achievement of revenue margin objectives and ensure the collection of receivables is in line with contractual services level agreements.
• Monitor expenses of the consultants within respective teams to ensure appropriate billing, and control the gross margin, staff utilization contribution to ensure project budgets and revenues are achieved.
• Make frequent client contacts at appropriate levels to ensure client satisfaction and to identify additional business opportunities.
• Perform such other duties, functions and services, consistent with status or vocational ability, as may from time to time be required.

Knowledge, skills and abilities:

• Educational & Proficiency level: Minimum of 10 years of experience in information systems project management, ideally in a banking environment.
• Technical knowledge: Microsoft Project, Temenos Implementation Methodology. Ability to assess implications of banking and technology trends.
• Others: ideally prior experience in the position of a Project/Implementation Manager on client sites, confirmed IT technical and general leadership qualities. This job involves complex activities demanding considerable co-ordination to effectively achieve the job end results; therefore one needs the ability to influence others at all levels, internally and externally, prioritize and assess issues in a timely and effective manner. Fully understanding and capacity to deploy the Temenos Implementation Methodology.

Should you wish to apply for this role please send your cv to ddemange@temenos.com

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