LATAM Service Delivery Manager

Your Impact:

• Be the primary point of contact for customers post-sales in leading the service delivery team to successfully deliver on customer commitments.
  
• Manage all aspects of services delivery execution including contract governance, program planning, risk management, issue tracking, resolution, escalation and reporting across all product technologies and business lines.
  
• Establish relationships with Product Management and Engineering teams to ensure alignment of customer requirements and product roadmaps.
  
• Ensure all appropriate resources and services are positioned to deliver successful architecture, onboarding, implementation, optimization, and ongoing support to our customers.
  
• Create and maintain program dashboards and provide weekly, monthly, and quarterly status to all key stakeholders throughout the life of the engagement.
  
• Partner with the account team to capture and clearly articulate to our customers technical requirements, challenges and priorities to internal cross functional teams.
  
• Help drive new business opportunities by utilizing Professional Services, support services, educational, and partner services capabilities and offerings.
  
• Capture detailed customer requirements and priorities in order to develop execution plans that ensure every customer project and engagement is successful.
  
• Provide working level and executive level reporting and status to the Customer, Account Team and Services leadership team on all major activities, issues, escalations, etc.
  
• Provide direction and feedback to the teams on their technical development to ensure they are able to successfully deliver services.
  
• Interface with the partners to provide strategic direction and input to the development of their teams, product offerings and overall technical development.
  
• Interview service professionals.
  
• Willingness to travel up to 30% of the time if required.

Your Experience:

• At least 12 years of professional experience managing customer-facing, high-visibility, complex programs.
  
• Experience simplifying technical issues and solutions, preparing content and presenting to executive staff.
  
• History of building trusting relationships with Customers, Sales, and Service Delivery partners.
  
• Proven track record of delivering projects within defined timelines under pressure.
  
• Able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery.
  
• Tactful, resolute and committed to providing excellent customer service.
  
• Understanding of Cybersecurity, our product portfolio and customer's security roadmap, environment, challenges and priorities.
  
• Ability to deliver technical presentations confidently.
  
• Able to plan and organise self and work in order to achieve objectives and targets.
  
• Experience working with Customer Relationship Management systems.

Qualifications:

Required:

• 12+ years of professional experience.
  
• 7+ years of project / program management experience.
  
• 5+ years managing teams of 10 or more technical professionals, engineers, consultants.
  
• Strong technical knowledge of networking and/or security concepts and experience delivering technology products and solutions.
  
• Demonstrated leadership and team building capabilities.
  
• Excellent written and verbal communication skills.

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