ROLE TITLE: Project Manager

FUNCTION: Service Strategy

REGION: IBHQ - Technical Service & Support (TSS)

REPORTING: Director, Service Strategy Department

LOCATION: Spain / Portugal

COMPANY OVERVIEW

As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.

Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals ? enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.

We pride ourselves on customer focus, solution quality and our great team. We are growing and diversifying and are looking for talented people who are passionate about what they do and want to contribute to the next phase in our company?s success.

ROLE PURPOSE

The Project Manager for Central Service Strategy shall provide proactive project management and project support. They will engage with global and regional Service Management and other GGS (Glory Global Solutions) departments, customers, and suppliers. They will ensure effective and fit-for-purpose training and development for regional Service Management and Service teams.

In addition, the Project Manager will provide world class customer service and support aligned with strategies that reduce service inefficiencies. This will be achieved through streamlining and standardising the global Service business, enabling GLORY to continuously improve and grow in this area to achieve profitability and customer satisfaction.

MAIN RESPONSIBILITIES

• Support, coach and ?manage? (by influence) all regions, in order to help them to achieve revenue, contribution and profit goals
• Support and develop GGS Service organisations and support best practice implementations
• Support new Service business launches
• Recommend local improvements
• Drive key performance and efficiency improvement targets
• Develop and deploy Customer Experience principles
• Direct and manage projects from beginning to end (full lifecycle)
• Define project scope, goals and deliverables that support business objectives in collaboration with senior management and relevant stakeholders
• Develop full-scale project plans and associated communication documents
• Effectively communicate project expectations to team members and relevant stakeholders
• Estimate the resources and participants needed to achieve project goals
• Proactively manage changes in project scope, identify potential issues and devise contingency plans
• Build, develop, and grow any business relationships vital to the success of the project
• Execute and successfully deliver projects
• Generate Service-related development / training material to improve, grow and develop our Service business
• Develop training syllabi and relevant tools for Service management
• Promote and execute Service management training in each region / country under the remit
• Cooperate and collaborate effectively with team members to promote synergy
• Draft, recommend and submit budget proposals where necessary
• Where required, negotiate with other department managers for the assistance of required personnel from within the company

REQUIRED EDUCATION AND EXPERIENCE

• Bachelor?s degree in business, marketing, or related area of professional business experience
• MBA or related master?s degree (or similar level qualification)
• 3-5 years? direct work experience in a project management capacity, preferably in a service environment
• Knowledge & experience of Service ERP systems or equivalent tool
• Basic data analytics experience
  

REQUIRED SKILLS AND COMPETENCIES

• Project management skills and strong business / commercial acumen
• Able to handle multiple projects in concurrence to meet key deadlines
• Able to bring projects to successful completion while demonstrating political sensitivity
• Able to work independently and in a collaborative multi-disciplinary team environment
• First class communication and documentation skills
• Adept at delivering internal and external formal presentations, adapting style to suit the audience
• Strong interpersonal, written, and oral communication skills and cultural awareness that enables effective participation in training sessions, presentations, and meetings with diverse attendees
• Well-developed, persuasive, and effective influencing skills, showing strength of character, tenacity, and cultural sensitivity
• Attention to detail
• Fluent in English, secondary language capability desirable
• Good research skills and ability to survey
• Autonomous, self-managed and motivated
• Able to function effectively in a global and matrix working environment
• Competent with various software programs such as PowerPoint, Visio, Excel, Word etc
• Comfortable with international travel (up to 50% of total time)

FURTHER ATTRIBUTES & CRITICAL SUCCESS FACTORS

• International / global experience with good understanding of diversity, cross-border business, cultural awareness, language and time zone challenges etc.
• Fluent in the language of Service - has a good understanding of how Service calls are generated, how field Service Technicians work on customer sites, how Service Key Performance Indicators are generated and monitored and has awareness of Service standards and best practises in Service
• Experience with Continuous Improvement methodologies
• Familiar with Customer Satisfaction measurement techniques in a Service-led business
• Familiar with delivering training, creating training materials, educating people, and using Learning Management Systems (LMS)
• Awareness of business trends in service training, development and technologies
• Able and willing to adapt, learn, understand, and apply new technologies

GLORY SPIRITS
The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:

Value Creation - strive to create value for customers
Self-Starter - understand the objectives of your own work and are proactive in achieving goals
Collaboration - respect diversity and create a culture of collaboration to work with each other to achieve a common goal
Integrity - understand Glory?s mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethics
Own Growth - leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.

Equal Opportunities

Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law.

Third Party Agencies
Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.