Senior Manager Professional Services - APAC (Singapore or Hong Kong based)
Hong Kong

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.
  • Responsibilities

  • 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
  • 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%.
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