• Service Development Manager

    Location : Name Irvine
  • Overview

    The 411

    We think globally, act locally. As a Managed Services Provider Synoptek provides world-class strategic IT leadership and hyper-efficient IT operational support, enabling our global client-base to grow and transform their businesses. We are excited to have experienced continuous growth and in keeping with that momentum are seeking to add a Service/Product Development professional to our talented team. Synoptek is a company with a heart and soul dedicated to the ongoing success and growth of our employees and continued business success of the customers we support. Want to see what we’re made of? Head to Synoptek.com

    Responsibilities

    A Day in the Life

    As a Service Development Manager, you will own multiple services that make up Synoptek’s portfolio. You may also own a collection of services that make up a Service Pillar.  This includes having complete responsibility for the results of those services, including developing  a forecast and then reporting on results.   It also includes  doing research and competitive analysis to understand the pros and cons of solutions in the marketplace, and then using that research to develop an overall go-to-market plan for those solutions.  You will work cross functionally to ensure the success of our services, including working with Sales, Marketing, Client Advisors and Operations. In addition, you will work with the rest of the Synoptek Service Development organization as an owner of key initiatives.

    Qualifications

    The Basics

    • Total Years of Technical Experience: 6+
    • Position Specific Experience: 4+
    • Mentorship/Leads by Example Experience: 2+
    • Project/ Client Engagement/ Customer Facing Experience: 4+

     

    Technical Aptitude

    • Strong technical ability with in-depth knowledge of solutions in a specific service pillar
    • Ability to identify areas of improvement within a service pillar and develop and execute against an action plan
    • Ability to set pricing for services in a category and be able to model how changes impact profitability
    • Proactively solicit client feedback and use it to create action plans to improve services
    • Provide technical engineering support to sales and client advisor staff.  Be able to meet with customers to advocate services
    • Develop and deliver reports and presentations for both internal and external consumption, including executives
    • Ability to understand and calculate the pricing and margins of various complex products and services.  Ability to create business case
    • Own the P and L for a set of services. Actions have material impact on service pillar effectiveness

    Market Analysis and Positioning

    • Provide detailed analysis market landscape, industry trends, competitors, and client needs for various managed services offerings throughout a pillar
    • Develop product strategies based on market needs and competitive positioning
    • Develop product and service migration strategies for upsells and value-added services
    • Work with marketing to create and maintain client personas by industry and solution
    • Develop and evolve positioning, identifying key points of differentiation and market advantages
    • Conduct market research using qualitative and quantitative methods

    Product Messaging and Materials:

    • Develop product messaging and positioning based on value propositions and competitive advantages
    • Provide informed recommendations on product naming, pricing, margins, competitive positioning
    • Work with cross-functional teams to build effective go-to-market and product launch plans
    • Maintain expert knowledge on product development and launch procedures
    • Maintain product requirements, technical and functional documentations for reference purpose

    Sales & Marketing Support and Fluency:

    • Work with cross-functional teams to create an effective training curriculum to build fluency within our sales and marketing organization
    • Collaborate with sales enablement to build a well-defined sales funnel
    • Work with suppliers and regional marketing teams to deliver quality products

    Service Delivery

    • Coordinate with Sales and Operations in preparing product design documents and specifications.
    • Maintain expert knowledge on product development procedures
    • Manage product certification process.
    • Work closely with engineers to develop prototypes and analytical processes for products.
    • Participate in quality assurance process

     

    Human Aptitude

    • Verbal Communication: Advanced
    • Written Communication: Advanced
    • Customer Service: Advanced
    • Presentation Communication: Advanced
    • Analytical/Problem Solving: Advanced
    • Mentoring: Advanced
    • Influence/Persuasion/Forward Thinking: Advanced
    • Executive Level Presence: Advanced

     

    Education & Certifications

    • Bachelor's degree is required
    • One or ore of the following: MCPD, MCSA/E, MCTS, VCP, EMCSA; Product/Industry Certifications: Logic monitor, AutoTask

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