Service Lead

  • TEKsystems, Inc
  • Posted: 01/11/2023

  • 职位摘要

    Shanghai - 上海, China
    JN -112023-33207


    • 10+ years’ experience in Information Technology and/or Professional Services required
    • 5+ years’ experience in a professional IT consulting and services organization
    • 3+ years in client facing roles developing new business and sales support

    General Description

    Service Lead’s KPI is closed linked with sales target, responsible for key sales pursuits activities within the business cycle, including Pre-Sales, Transition to Delivery, and Account Management. This role is tightly coupled with both the sales leaders and account management team and shall have the capability to work with client key stakeholders and leadership team. 

    Service Lead interfaces with multiple layers of our client’s technology and business management to identify, position and ultimately be awarded opportunities to deliver business outcomes. The primary functions are to conduct discovery, make recommendations and guide clients in building impactful technology and business solutions.

    Primary responsibilities and requisite skills


    - Thoroughly understand TEKsystems’ service offerings

    - Working very closely on daily base with sales team through the account planning process by assessing the current state of our relationships, competitive landscape, and financial climate. Help aggregate information from existing engagements and our current consultant/contractor base, identifying potential opportunities, and participate in the preparation of business development action plans. The service leader is required to oversee these activities and pursuits as well as prioritizing their teams’ available utilization. 

    - Drive as well as support business development activities by providing relevant previous experiences and a clear understanding of our practice capabilities and methodologies to effectively consult and collaborate with clients.

    - Address issues or concerns escalated from internal stakeholders with professional conduct in a timely fashion 

    - Partner in standardizing and streamlining the Intake team processes, creating reusable templates

    - Drive solution development, proposal, and contracts process including: 

    o Establishing and guiding the solution response schedule and expectations with client, sales, and practice resources.

    o Working very closely with leadership, sales team, Commercial team, to clarify projects’ scope, responsibilities, assumptions, estimates, resource and cost models, risk assessment, environmental factors, and pricing models. 

    o Making sure proposals craft, statements of work, and pricing documents. 

    o Working with the sales support group to ensure master services agreements, contract terms, and pricing documents meet internal standards and risk requirements. 

    o Ensuring all internal stakeholder communication and document review is complete including all quality control checklists. 

    o Communicating solution and value proposition during client meetings and engaging practice area leadership as needed to secure new business. 

    Transition to Delivery:

    • Manage project origination process including:

    o Capturing information required for internal communication process for new project initiation. 

    o Projecting and managing engagement start dates with client and internal project team. 

    o Ensuring statements of work, master services agreements, pricing, and other contractual documents go through revisions process and final signed documents are archived. 

    o Provide solution consulting and customer management advice during the transition to delivery engagement/project managers and practice leadership. 

    o Attend internal planning and project meetings during initiation phase of project and ensure that project initiation checklist is complete. 

    Account Management:

    • Work with customer key stakeholder to understand client’s strategy and direction, aligned with TEKsystems’s business strategy and offering to map out an efficient and sustainable sales strategy to support the business in a solid way.

    • Support sales activity that will require 24-48 hours response time

    • Perform periodic customer, project, and solution “health checks” with client project teams. 

    • Contribute to monthly, quarterly, and annual client portfolio review meetings. 

    • Work with practice leadership to develop case studies and capture intellectual property materials when appropriate from projects. 

    • Provide an additional layer of executive sales support and escalation in addition to the service leader.

    Vertical based Offering Capability Built-Up: 

    • Form the project team with vertical based offering capability to implement on new projects within specialized vertical, such as Core Application, Cloud, Big Data, etc.

    • Work closely with TC HRBP team, to best develop, leverage Technical Consultants in the field to upgrade our Tech Resources’ capabilities in specialized offering to build up TEK project resource pipeline.

    Required Education and/or Experience

    • Bachelor’s Degree in Computer Science.

    • Master’s in Business Administration or equivalent is a plus, but not required. 

    • 10+ years’ experience in Information Technology and/or Professional Services required; 15+ years preferred.

    • 5+ years’ experience in a professional IT consulting and services organization.

    • 3+ years in client facing roles developing new business and sales support.

    • 5+ years of hands-on delivery experience in at least 2 of the following areas: 

    o Digital Enablement/Mobile Development/Content Strategy/UX/UI

    o Analytics/Business Intelligence/AI/Business Process Technology-Salesforce 

    o Cloud Technology/DevOps/Network Services/Information Security/Quality Assurance

    o Enterprise Service Management/Technology Deployment/Service Desk/Applications Outsourcing 

    • Project management experience with full software development lifecycle or application support using at least one of the following methodologies: Agile, RUP, RAD, Scrum, or other desired certifications/experience. 

    • Experience developing effort/cost estimates, writing statements of work, and reviewing/contributing to client contractual agreement; language. 

    Requisite Abilities and/or Skills

    1. Must have previous leadership and management experience being able to demonstrate where and how teams were built and lead.

    2. Must have outstanding presentation and writing skills with the ability to communicate at all levels within the client and TEKsystems organization, both in Chinese and English languages.

    3. Must have strong business and information technology acumen with the ability to communicate capabilities, gather and assess client requirements, and communicate solution and value proposition to clients. 

    4. Action oriented, result driven, multi-task ability, with strong work ethics.