Job Description

Drives customer satisfaction and services revenue through delivery resource development, direction and mentorship. Drives the staffing process by balancing customer technology needs with resourcing expertise in the team and hires appropriate technical talent to meet the demands of our customers. Drives and is responsible for billable hours goals. Participates in Area/Sub resource planning processes, using insights to re-skill or adjust resource levels. Drives visibility at Area/Sub level around Support for Mission Critical offerings and supports pipeline and contract renewals review. Influences and manages account team and customer expectations around Mission Critical solutions and leads value driven conversations. Works effectively across multiple roles to successfully achieve business goals. Conducts overall performance management, including mentoring, assessing resource impact, rewards, etc. Drives technical and professional role readiness across their team. Recognizes and develops team members' strengths, aligned to capability needs, resulting in strong delivery results Consistently handles areas of fiscal responsibility, staying within budget, and effectively staffing, and leading resources Generates an inclusive workgroup environment, which encourages cross-group collaboration. Communicates vision, business direction, & workgroup core priorities. Demonstrates excellent leadership and business impact in driving key business initiatives. Ensures Governance activities occur in line with Support for Mission Critical standards. Bachelor's Degree in Computer Science, Information Technology, or related field (or equivalent experience) 5+ years' experience in people management with proven track record and experience in leading people managers 5+ years of experience driving organizational change management or technical adoption Experience in Customer Success or Support business Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written, and presentation skills Deep understanding of delivery skills, methodologies, and tools required PROSCI Change Management and ITIL certifications considered a strong plus Strong leadership Operational control (operating and budgeted expense) Resource allocation (headcount and staffing plans) Client relationship management Cross-group collaboration Strong communication skills

Skills Required