Role: Software Business Professional Services
Responsible for building and leading the Company Software client services organization in support of a Software Business.
Accountable for all work delivered through the SW service delivery organization at any onshore locations, offshore centers or region.
Supports the implementation of client projects with company
Software client service resources to ensure we deliver the projects per client expectations.
Also participate in client delivery governance forums and partner with TGP delivery leadership to ensure that company commitments and expectations are fulfilled.
Responsible to drive standard delivery activities, implement appropriate processes/tools to drive workday efficiencies, and meet Service operational and financial commitments.
On point to manage recruiting, staffing, pyramid, mix, utilization, cost-to-serve, and capacity of service delivery staff to achieve right balance between cost and growth targets.
Also supports the sales process as needed by participating in solution reviews and client/prospect meetings and maintain ongoing client relationships post-implementation.
May also partner and collaborate with other entities such as the Operating Groups and Tech GP Delivery organization both onshore and offshore, as well as maintain strong linkages within company Software.
Must have skills:
Empower resources who commits to Client Service Team/Service Delivery Team to work and agrees on deliverables, budget, schedule, dependencies, service levels, other required operating metrics and scope Assign team resources to work on communicating allocated budget, schedule, macro approach and deliverables
Empower to make decisions for their team and ultimately is accountable to ensure their team creates their deliverables on budget, on schedule, and with appropriate quality -
Manage resources to achieve these assignments
Track and create/provide team status using standard templates and actively participate in appropriate internal and external status meetings
Maintain teams work plan and/or annual plan (e.g. resource assignment changes, schedule changes, completion status etc.)
Approve team members time sheets, identify source of any variances and drive plans to correct the same Identify and manage issues and risks and act as an escalation point within the team
Good to have skills:
Senior Manager having working experience in Product Support / Product Client Services environment.
Must be from Tier1 Organization