Customer Service Business Manager

Purpose of the Role

• Act as a strategic business partner for Customer Services leadership, country management, Business Lines, sales, finance, operations, education, and headquarters stakeholders.
• Provide transparency on business performance, service growth potential, pricing actions, contract development, installed base evolution, and portfolio opportunities.
• Drive execution of service business initiatives that enable profitable growth, stronger customer retention, improved contract capture, and higher value realization across the installed base.
• Ensure alignment between local market priorities, zonal targets, global service strategy, and Business Line-specific service growth objectives.

CORE JOB SCOPE AND RESPONSIBILITIES

• Monitor Customer Services revenue, profitability, contract performance, installed base development, warranty conversion, customer satisfaction, and Business Line performance; you identify deviations versus target and drive corrective actions with the relevant stakeholders.
• Lead and monitor profitable sales growth measures including contract indexation, parts and T&M price increases, renewal pricing, point-of-sale pricing initiatives, and service value proposition activities throughout the fiscal year.
• Track contract capture rates, analyze movements against plans, identify contractable potential, and develop action plans with sales and service teams to recapture, retain, and grow contract coverage.
• Analyze installed base growth, lifecycle status, revenue potential, risk areas, market trends, customer base movements, competitive positioning; you collaborate with local and zonal teams to grow, protect, and monetize the serviceable base.
•  Provide customer base analysis, business potential identification, customized service offering support, customer interaction support, and training to enable CS sales teams to position service products effectively.
• Support the rollout and monitoring of new services, campaigns, education business opportunities, modernization programs, digital service solutions, and strategic service concepts across the assigned scope.
• Act as the country and zone interface for assigned Business Line topics, engage with HQ BL management and drive BL-specific service revenue, installed base, profitability growth, and customer value.

PLANNING, GOVERNANCE AND COLLABORATION

• Support annual budget and planning cycles in coordination with CS Management, CS finance, country business managers, Business Line stakeholders, and CS leadership.
• Follow up on revenue, profitability, contract base, contract capture rate, installed base, customer satisfaction, and strategic initiative performance; you derive measures to proactively manage target achievement.
• Ensure structured communication with CS Heads, CS FI, sales, operations, education, service administration, and HQ counterparts on focus topics, risks, opportunities, service obligations, and performance actions.
• Contribute to CS strategy and strategic projects by taking ownership of service revenue breakthrough targets, go-to-market strategies, innovative service offerings, customer campaigns, and performance improvement levers.
• Support the zone and collaborate with HQ on CS Competitive insights.
•  Effective stakeholder management during CS offer processes.

QUALIFICATIONS AND EXPERIENCE

• University degree in a relevant discipline, or an equivalent combination of education and professional experience; an advanced degree is an advantage where applicable.
• 5 to 8 years of relevant experience in business management, customer services, service sales, finance, commercial operations, or a related healthcare technology environment.
• Experience in healthcare, medical technology, or medical devices; direct exposure to service business management in a healthcare environment is strongly preferred.
• Demonstrate strong business acumen, analytical thinking, and the ability to convert complex data into clear insights, recommendations, and executable actions.
• Sound knowledge of service contracts, installed base management, pricing, financial performance steering, and commercial service offerings.
• Experienced in working with analytical databases, complex Excel models, pivot tables, Power BI, PowerPoint, and financial or performance management tools.
• Communicate confidently with stakeholders at different levels of the organization, including senior management, sales teams, service teams, customers, and cross-functional business partners.
• Highly collaborative, structured, results-oriented, and able to work effectively across functions, countries, zones, and global teams.
• Proficient in English; additional local languages are an advantage depending on country or customer scope.

OTHER REQUIREMENTS OF THE JOB FUNCTION

• Valid passport and can travel within South Africa and internationally where required.
• Valid South African driver’s license is required where locally applicable.
• Demonstrate excellence, quality, and compliance in daily interactions, operations, reporting, customer-facing activities, and internal governance expectations.