• Responsible for all Professional Services delivered to the CHAMP Customers.
• Increase profitability of CHAMP by increasing the ratio revenue services / revenue solutions on a year on year basis.
• Evolve Customer Satisfaction to a best in class level that it is a key differentiator in the market.
• Line management of the current pool of Business Consultants (15), including performance and career management.
 

• Manage, schedule and prioritize all assignment of the Business consultants:
  o Training
  o Business Consulting
  o Audit
  o Implementation
  o Solution design
  o Installation
  o Documentation
• Coordinate and prioritize CHAMP Product/Systems implementations following company project management methodology and principles.
• Represent the Company in Steering Committees related to Customer implementations
• Manage the knowledge pool of the Business Consultants to maintain high professional Industry knowledge
• Manage the knowledge pool of the Business Consultants to maintain high functional knowledge of CHAMP products and solutions
• Review and approve audits performed by the Business Consultants on behalf of the customers in the area of Business Best Practices or, CHAMP solution Best Practices
• Identify business needs of existing customers, where a CHAMP solution is to be provided, or developed
• Confirm the design of the solution that will be produced by the Business Consultants and that will be implemented at the customer to best meet their business model, including the use or internal products and external solutions
• Provide Product Management the consolidated feedback from our customers to ensure that the product evolution meets the customer needs.
• Ensure relevant support of Sales and Marketing in their new customers acquisition and market analysis
• Provide business and functional (Level 3) support to the Service Desk in charge of Level 1 and Level 2 support to customers
• Ensure appropriate billing of all Professional Services
• Ensure collection of the services billed.
 

At least 5-10 years experience in delivery or/and consulting function in an IT service company providing services to airlines and/or handlers.

Minimum 5 years of leading senior position with line management responsibilities.

Extensive knowledge of the cargo airline processes and the Cargo airlines actors.

Past experience working for an actor of the Air Cargo Transport Industry (airline, forwarder, GHA, GSA) is a significant asset.

Familiar with accounting and financial matters.

Practical experience of the main IT processes: requirements management, development, integration, support, maintenance.

Success record of large scale IT solution project implementations

Certification in Prince 2, PMI, PMP or equivalent

Proven experience of successful customer relationship management and supplier management.

Service oriented, solution oriented, strategic mindset and delivery focus person.

Good interpersonal, team building and communications skills

Good analytical skills, with a practical approach to problem-solving and consensus builder.

Broad IT technical knowledge is required.