Full-Time Senior Manager Expert Services

Delivery Oversight:
Provide daily guidance to Customer Outcomes engagement management staff to ensure timely and high-quality project implementation.
Be the focal point for delivery questions and concerns from internal stakeholders and customers (e.g., customer governance calls, internal project reviews, escalations).
Ensure adherence to the Global Services Delivery Framework and operational excellence.
Clearly communicate potential issues affecting project scope, budget, or timelines to management, ensuring a world-class customer experience.
Collaborate with Services Sales, Customer Success, Expert Services, Resource Management, and other Global Delivery teams to achieve excellent customer delivery.
Collaborate and build relationships with account teams and partners to ensure outstanding customer delivery.
Resolve delivery challenges promptly and effectively to minimize impacts on budget, timelines, and customer satisfaction.
Manage revenue, cost, and margin for regional delivery implementations.

People Management:
Mentor team members; provide guidance and leadership to new hires, ensuring adherence to enablement plans and timely ramp-up.
Determine training and development needs, creating team and individual training plans; adapt as necessary.
Conduct performance reviews based on KPI results and other factors, in collaboration with the Geography's Customer Outcomes Delivery Leader.
Improve team skills and quality continuously.
Collaborate with Resource Managers and Global Delivery technology practices to staff projects with appropriate resources, skills, and timing.
Provide feedback to Global Delivery for resource, process, and technical continuous improvement.
Manage team members to achieve quarterly utilization targets.

Success Requirements:
Experience leveraging or integrating AI in work processes, decision-making, or problem-solving.
5+ years of leadership experience in professional services, with a background in PMO leadership, program/project management, product management, services/solution sales, implementation, or process engineering.
10+ years of consulting experience for complex, global organizations.
Experience leading and mentoring teams of 20+ employees.
Experience designing and developing service capabilities and portfolios.
Proven ability to influence and consult on IT operations and/or digital transformations.
Experience working with service channel organizations and partners.
Strong experience interacting with customer leaders (including C-suite) to understand expectations and influence thinking.
Strong people development skills, including coaching and mentoring for management, business, and technical roles.
Ability to learn and maintain knowledge of complex technical solutions and communicate these effectively.
Excellent communication skills (oral, listening, written, presentation, facilitation, public speaking).
Ability to interact with and influence employees across different levels and departments.
Proactive, self-motivated, and self-directed.
Ability to drive deliverables and results involving individuals not directly reporting to you.
Travel required up to 50%.

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