Senior Manager, Expert Services

What you get to do in this role:

Delivery Oversight:

• Provide day-­to­‐day guidance to Customer Outcomes engagement management staff to ensure timely, high quality delivery of implementation projects.
• Be the focal point for delivery questions or concerns from internal stakeholders or customers. This could include – customer governance calls, internal project reviews and escalations.
• Ensure adherence to the Global Services Delivery Framework and operational excellence through high degree of rigor and attention to detail on project execution – including planning and revenue forecasting.
• Clearly communicate to management issues that may affect scope, budget or timeliness of delivery of a world class customer experience.
• Strong collaboration with Services Sales, Customer Success, Expert Services, Resource Management and other Global Delivery teams to achieve outstanding customer delivery.
• Strong collaboration and relationship building with account teams and Partners to achieve outstanding customer delivery.
• High ability to resolve delivery challenges quickly and effectively in an effort to minimize impact on budget and timelines while maintaining high customer satisfaction levels.
• Management of Revenue, Cost and Margin for regional delivery implementations.

People Management:

• Serve as a mentor to team members.
• Provide direction and leadership for new hires, ensuring adherence to the enablement plan and new hire ramp times.
• Determine training and development requirements for team and produce team and individual training plans. Adapt these as necessary to meet the changing needs of the organization.
• Conduct performance reviews of team using KPI results and other factors.
• Work with the Geography’s Customer Outcomes Delivery Leader to continuously improve the skills and quality of the individuals in the organization.
• Work closely with Resource Managers and Global Delivery technology practices to support the staffing of projects with the right resources, with the right skills, at the right time.
• Provide a feedback loop into Global Delivery for resource, process and technical continuous improvement
• Manage team members to achieve utilization targets on a quarterly basis.