Direct reports: Service Delivery Team Lead, Solution Architect, Pre-sale Executive. Job Description
The Business Solutions Manager is responsible for managing, coordinating and development of new products, services and delivery of projects.
The incumbent is also expected to evaluate and resolve customer technical feasibilities, propose solutions, design optimization, design/development of new services and user testing.
Duties and Responsibilities Strategic Insight and Integration:
Proactively assesses the customer needs by finding out what information, products or services the customer requires for the purpose of formulating a business case and delivering an effective variety of services to help the customer exceed their business objectives.
Coordinate the design, development and delivery of products that matches customer requirement.
Technical / Analysis and Problem Solving:
Responsible for coordinating all activities surrounding the development and delivery of a service solution for all customer request.
Responsible for designing a comprehensive and cost effective solutions that meets client’s needs by gathering customers’ requirements, design architecture,development, testing/nursery and documentation.
Responsible for coordinating the design, development and implementation of new products and services in order to service a market segment.
Develop and produce service design output for review and evaluation.
Ensure timeline for projects are taken into consideration in the schedule change during design.
Leadership:
Provide overall leadership for the unit and promote discretional behaviours among employees.
Create and drive a vision for the department in line with corporate goals
Responsible for the overall performance of the department.
Lead and motivate team members – encouraging them to deliver quality results.
Interpersonal, Relationship Management & Collaboration:
Liaise with 3rd party vendors to deliver projects.
Promote internal customer service and track timelines of TATs for internal deliverables.
Provide coaching and mentoring for employees in the department.
Communication:
Deliver periodic and regular reports to management on product development activities, challenges and results.
Share/communicate departmental goals, expectations, performance standards and results with employees.
Provide regular important update to employees.
Seek and provide useful feedback to employees.
Generate and submit periodic report on departmental issues to management for informed decision making
Customer Focus:
Identify customer needs and align same with product design initiatives
Provide platforms to receive customers’ feedback
Ensure prompt resolution of customers’ complaint
Financial Management:
Develop and track performance of annual budget for the department.
Requirements Education & Work Experience:
Bachelor’s degree in Information Technology, Computer Science, Electrical Electronics Engineering or related field.
Minimum of 7 years work experience in a relevant role.
Network experience in an ISP environment or a systems integration company with specialization in enterprise and service provider routing and switching solutions.
Affiliation with relevant professional bodies.
Competency, Skills & Certifications:
Certification in CCNP, ITIL or equivalent certifications
Product Development.
Innovation Management.
Project Management Certifications (PMP, Prince 2, etc.)
ISP Network Design.
RF Technology Skills.
Leadership.
Customer Service.
Market Research.
Relationship & People Management
KPIs:
Successful delivery of approved new products and service for a new market segment.
Successful delivery of approved service solution for all customers.
Working conditions
The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
The incumbent may be required to travel out of station often.
Physical Requirements:
This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the mental demands.
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