Job: Global Manager - Services

Essential Duties/Responsibilities:

? Provides overall vision, direction and goals for the world-wide Services teams.
? Works closely with Sales and Marketing leadership to establish routes to market, channel strategies, and derive associated Services forecast.
? Develops and drives the necessary sales processes and channel programs required to meet/exceed Services revenue goals.
? Drives the necessary processes and activities to ensure Services strategy and associated go-to-market plans are regionalized to fit specific needs and limitations within particular geography.
? Works closely with Services Marketing to develop and manage an effective pipeline for Services.
? Establish and manage the necessary budgets to support the strategic and operational goals.
? Develops and executes operations strategy and improvements plan in view of corporate goals and objectives.
? Monitors and provides regular reporting on key performance metrics including revenue, gross margins, services attach metrics, budgets, compliance, quality of service, customer satisfaction, employee development, and productivity/efficiency.
? Works closely with product development and manufacturing to drive the necessary plans and measures towards continuous improvements in product supportability/serviceability.
? Understands complex technology applications and functionality. Ensures optimal call center infrastructure design and management.
? Develops and maintains relationships with stakeholders including business unit leadership, partner vendors, ISVs, and industry peers. Ensures customer solutions strategy aligns with and supports the overall business objectives.
? Strives to create a work environment that encourages employee loyalty, recognizes both individual and team performance, and supports our core values and company brand.

Key Responsibilities and Skills
1. Leadership
? Entrepreneurial
? Passion - Continuous ambition to improve, grow and develop
? Ability to work collaboratively and effectively with sales team
? Ability to grow business
2. Thought Leadership
? Expert in the application of technology and creation of cost effective outsourcing and managed services solutions.
? Well connected in industry
? Outstanding communication skills (written, public speaking, etc)
3. Client Acquisition, Retention, and Development
? Skilled at customer acquisition, retention and development
? Skilled at understanding the customers served and why they buy the serv

Education:
Requires a bachelor?s degree in computer science, engineering or relevant field of discipline from an accredited college or university.

Experience:

B.S. / B.A. in Business Management, Engineering, or related field preferred. Minimum of 15 years of related experience required, preferably operational management experience in a Service based industry or in program planning/cost controls. Requires a minimum of six (6) years strategic leadership in customer service functions such as, call center, professional services, services marketing, or solutions development. Experience in managing global, multi-cultural teams and functions is highly desired.

Additional Knowledge, Skills and Abilities:
? Able to demonstrate a strong knowledge of and experience with continuous process improvement and quality measurement processes
? Able to apply operational knowledge of contact/call centers, back office administration, & training
? Able to demonstrate and apply a strong customer focus and deliver superior service
? Able to think and plan strategically and tactically
? Able to demonstrate a proven track record of successful problem resolution through development of multiple solution options
? Able to apply experience developing appropriate standard controls and methodology to manage costs while delivering exceptional customer service
? Able to identify and utilize strategic alliance opportunities that will support company growth initiatives
? Able to demonstrate commitment to principles of diversity through results achieved
? Able to demonstrate strong personal effectiveness skills including integrity and trust, problem solving, decision-making, organizational effectiveness and results orientation
? Able to develop and maintain constructive and positive working relationships with internal clients and external customers