Service Segment Volume Planning Specialist

About the role

The Service Segment Planning Specialist leads planning, forecasting and business performance analysis for Customer Support operations, translating business strategy into operational plans. The role works closely with Business Management, Finance, Quality, Product Support, Service Segment Management and regional operations teams, and requires strong analytical capability, business acumen and data storytelling.

Key responsibilities

• Own the end-to-end forecasting process for assigned service segments, product lines or regions, and develop monthly, quarterly and annual operational plans
• Drive Flash, Budget and Long-Term Planning processes, identify forecast risks and opportunities and recommend mitigations
• Analyse performance against plan, explain volume, cost and service level variances, and build executive-ready insights
• Monitor KPIs, partner with Finance, Quality, Product, Service Delivery and Operations teams, and facilitate planning reviews
• Improve forecasting accuracy and planning effectiveness, define requirements for planning tools and automation, and support standardisation across segments and geographies
• Evaluate the impact of business changes, run scenario modelling and sensitivity analysis, and support business cases and investment recommendations

Required profile

• Four-year or graduate degree in Business Administration or a related field, or commensurate experience
• Typically 4-7 years of experience, preferably in service business management, delivery, solution architecting, business planning or a related field; an advanced degree with 3-5 years of experience is also acceptable
• Preferred certifications listed as not applicable

Required skills

• Agile methodology
• Data analysis and analytics
• Business strategies, KPIs and market research
• Project management and product management