Partner Relationship Success Manager
At Trane TechnologiesTM and through our businesses including Trane® and Thermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what’s possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.
Job Summary:
The Delivery Success Manager is an individual highly organized, detail-oriented, and can easily build relationships with the service provider. Our primary responsibility will be to ensure efficient and effective delivery of outsourced IT services to our customers. Ability to collaborate closely with the service provider and partner teams within the company to streamline delivery processes and enhance customer satisfaction.
Key Competencies:
• Value Delivery: Ensure Trane Technologies is receiving contracted value delivery from the service provider. Drive the provide to think critically about the use of technology and innovation to drive continuous improvement.
• Leadership Skills: Possess strong leadership abilities to lead and motivate teams that are matrixed/or have no direct reporting relationship. Provide guidance, support, and promote a positive and high-performing environment.
• Communication Skills: Demonstrate excellent verbal and written communication skills. Effectively communicate with various stakeholders, including customers, service provider, and internal teams.
• Problem-Solving and Decision-Making: Exhibit strong analytical and critical thinking skills to assess and resolve issues.
• Attention to Detail: Pay meticulous attention to detail to ensure accuracy in essential SLA and contract information. Identify potential errors or inconsistencies and take necessary corrective actions.
• Customer Service Orientation: Display a customer-centric mindset and prioritize customer satisfaction. Understand customer needs and expectations, and effectively address customer concerns and inquiries.
• Team Collaboration: Work collaboratively with cross-functional teams to ensure effective coordination and seamless delivery processes. Foster a culture of collaboration and open communication.
Responsibilities:
• Manage service provider to deliver per contract on in scope applications. This includes run & maintain support, enhancements, and projects.
• Strong understanding of contract terms and conditions, service level agreements (SLA) and drives for maximum benefit for Trane Technologies
• Work with service provider to ensure that appropriately skilled resources are engaged on the account, first for service stabilization then for on-going health and stability of applications supported.
• Drive identification of critical skilled resources, ensure bench strength exists or is being actively groomed and jointly facilitate monthly resource rotation review.
• Partner with provider on account optimization by driving automation, team productivity, incident elimination via problem management.
• Ensure required information is tracked, reported timely in common repository to ensure transparency.
• Understand existing Key Performance Indicators (KPIs) and recommend changes when appropriate.
• Partner with internal Operational Leaders and Service Delivery Leads to ensure successful delivery, understand issues/escalations and drive resolution with vendor.
• Partner with IT Communications and Vendor Management Leader to ensure customers/employees are aware of the standard support processes through regular communication and training.
• Drive customer satisfaction surveys and remediation plans for areas that need improvement.
• Regularly engage with Vendor Management Leader to drive goal alignment, recommend changes/improvement opportunities
• For SOWs with vendor, ensure they are delivering to contract milestones and quality standards.
• Jointly drive innovation and automation that supports an improved customer experience and eliminates manual work for Trane Technologies and the service provider.
Qualifications:
• A minimum of 10+ years Industry experience with 5+ years in managing outsourced projects and collaboration with service partners
• Experience with development of Statements of Work (SOW), working knowledge of outsource contracts, and master service agreement structures.
• Ability to travel to vendor sites and internationally - 50% including 2 days a week to partner facilities where resources supporting the account exist.
We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.