1. Revenue

Objectives:
o Grow technical services revenue through the sale of support retainers, monitoring services, 3rd party license, hardware and implementation projects
o Enable growth of revenue in other departments through efficient provision of platforms and services

Opportunities:
o Identify opportunities to cross and up-sell technical services into existing customers
o Create new service offerings for customers (especially those transitioning to cloud-based computing and deployment of mobile solutions)
o Leverage technology partnerships with Oracle and Microsoft to deliver increased value to customers

Responsibilities:
o Assists with the development of marketing strategies and sales plans to achieve sales targets
o Assisting customers to develop business cases for technology investments.
o Manage 3rd party software annual license renewals for customers (Oracle ASFU, Linux)
o Manage hardware sales for customers
o Maintain understanding of current technologies through continuing education, reading, participation in professional conferences, workshops and other groups.
o Regular meetings with key technology partners.

2. Margins

Objectives:
o Maximise margins on sales of 3rd party licenses and hardware
o Balance margins and service levels for service delivery

Opportunities:
o Negotiate deeper discounts with Oracle and Microsoft for resale of their products
o Improve utilisation of technical staff

Responsibilities:
o Ensure that technical service teams and service desk are correctly resourced
o Project execution efficiency measurements

3. Service Desk

Objectives:
o Customer retention through consistent, high quality Service Desk offering
o Efficient processing of customer support requests

Opportunities:
o Ensure that excellent customer service is a key differentiator for all of our products and services
o Development of a comprehensive service desk offering (processes, tools, documentation and personnel) that efficiently logs and routes calls of the relevant support team
o Reduce support costs and turnaround times by empowering the service desk to resolve as many support logs as possible at first point of contact
o Automation of service delivery processes and reporting
o Standardisation of customer experience across product and service lines so that customers receive a consistent and predictable service from the company
o Extension of this service and systems to other divisions

Responsibilities:
o Monitor service levels of 1st tier support
o Ensure that the service desk has the appropriate tools for service management and reporting
o Investigate feasibility of extension of the Service Desk offering to other divisions.