Full-Time Senior Manager, Expert Services

What you get to do in this role:

• Delivery Oversight: Provide daily guidance to Customer Outcomes engagement management staff for timely and high-quality implementation project delivery. Act as focal point for delivery questions/concerns from internal stakeholders or customers (customer governance calls, internal project reviews, and escalations). Ensure adherence to Global Services Delivery Framework and operational excellence through rigor and attention to detail in project execution (planning & revenue forecasting). Communicate issues affecting scope, budget, or timeliness of delivering a world-class customer experience to management.
• Strong collaboration: Partner with Services Sales, Customer Success, Expert Services, Resource Management, and other Global Delivery teams to achieve outstanding customer delivery.
• Relationship building: Collaborate with account teams and partners to achieve outstanding customer delivery.
• Problem-solving: Resolve delivery challenges quickly and effectively to minimize impact on budget, timelines, and customer satisfaction.
• Manage Revenue, Cost and Margin: Manage revenue, cost, and margin for regional delivery implementations.

• People Management: Serve as mentor to team members. Provide direction and leadership for new hires (enablement plan & ramp times), determine training & development requirements, create team & individual training plans (adapt as needed). Conduct performance reviews using KPI results & other factors. Continuously improve skills & quality of team members in collaboration with Geography's Customer Outcomes Delivery Leader. Collaborate with Resource Managers and Global Delivery technology practices to support project staffing with right resources, skills, and timing. Provide feedback into Global Delivery for resource, process, and technical continuous improvement. Manage team members to achieve utilization targets on a quarterly basis.

To be successful in this role you have:

• Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 5+ years leadership experience in professional services with background in PMO Leader, Program/Project Management, Product Management, Services/Solution Sales, Implementation, Process Engineering
• 10+ years consulting experience for complex, global organizations.
• Experience leading and mentoring a team of 20+ employees.
• Experience designing and developing service capabilities and service portfolios.
• Proven ability to influence and consult on IT Operations and/or Digital Transformations.
• Experience working with service channel organizations and their partners.
• Strong experience speaking to customer leaders (including CXO roles) to extract outcome expectations and influence thinking/direction.
• Highly motivated, driven and passionate about technology/business challenges.
• Dedication and commitment to customer success.
• Strong people development skills (coaching & mentoring).
• Ability to learn, understand and maintain knowledge of complex technical solutions and present them concisely.
• Ability to interact with and influence a wide range of employees (senior management & entry-level).
• Initiative – Proactive, self-motivated, and self-directed.
• Ability to drive deliverables and results involving individuals not directly reporting to you.
• Travel required up to 50%.

What is the last date for applying to the job?

Which countries are accepted for this remote job?