Main Purpose of Role
The Regional Services Manager will lead the Professional Services team and deployment of Abbott Informatics solutions to customers across the region to enhance their critical business operations.
Support growth of the StarLIMS business across the APAC region, improving financial performance and operational efficiency.
Lead the Abbott Informatics Asia-Pacific (APAC) Services team, ensuring successful delivery of all Services engagements with high customer satisfaction.
Responsible for APAC Services P&L management, revenue and margin growth.
Build and develop high performing service delivery teams across the region leveraging both direct employees and third-party service providers.
Coach and provide strategic direction to regional project managers and implementation teams.
Develop and implement a consistent, repeatable engagement model, processes and methodologies necessary for engagement success across APAC countries.
Align the APAC Services team with global Services initiatives, metrics, and tools.
Drive and deliver APAC operational results (financial and otherwise) consistent with budgets and company objectives.
Manage project budgets and resource allocation. Maintain target billable utilization rate for all resources and manage team to achieve revenue and profitability targets.
Develop strong customer relationships with key APAC clients and reference sites. Advocate on behalf of clients and work cross-functionally to solve their issues.
Establish effective relationships with service providers to provide scale and variable cost flexibility for Abbott Informatics product and service delivery in APAC.
Negotiate and administer service provider contracts.
Partner with commercial and cross-functional teams to achieve business results, seek out new revenue opportunities and secure follow-on / incremental services business to build and enhance Abbott Informatics’ reputation.
Work closely with APAC commercial teams to scope services by implementing and managing standardized processes and tools for estimates and proposals to customers.
Support sales calls, client meetings, presentations and proposals for APAC business opportunities.
Collaborate with commercial and management teams to develop and drive the APAC business plan, product introductions, as well as product and services offerings.
Create and continuously improve Services Offerings.
Manage APAC Services compliance with company financial schedules, regulatory and documentation requirements, procedures and directives (e.
g. revenue processing, invoicing, customer satisfaction surveys and forecasting).
Qualifications and Requirements
BA / BS degree required, MBA or MSIT advanced degree preferred.
Minimum of 10+ years of experience in a professional services leadership position in a software / technology Company.
MCSE, PMP or equivalent certifications beneficial.
Prior laboratory information or lab management system experience beneficial.
Demonstrated effective project leadership and customer management skills.
Demonstrated ability to develop, compile and analyze key performance indicators and metrics that drive effective resource allocation as well as financial, project and customer success.
Strong creative, strategic, analytical, organizational and personnel skills.
Strong knowledge of Agile delivery and DevOps strategies, concepts and practices.
Proven ability to develop positive relationships as well as influence and work collaboratively with cross-functional counterparts (such as Sales, R&D and Technical Support).
Dynamic presence and demonstrated ability to successfully influence and interact with global counterparts as well as senior level executives.
Solid business acumen, management, and problem-solving skills.
Computer literacy in word processing, spreadsheets, and working knowledge of SalesForce.com.
Demonstrated ability to successfully drive change throughout an organization.
Positive attitude, strong work ethic and passion for leading teams and managing projects to conclusion on time and with high customer satisfaction.
Excellent oral and written communication and presentation skills.
Strong English and multi-language skills preferred; Chinese beneficial
Proven experience working with diverse global employees and customer groups.
Demonstrated ability to lead distributed teams across multiple countries.
Travel is required up to 50%.