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Global Services Manager

San Diego, CA · Information Technology
"Overview: This position is a fantastic opportunity to grow your career along with excellent compensation and benefit plan, this is where you want to be.

Things you need to have:
-Undergraduate degree in Computer Science, Electrical Engineering or equivalent preferred.
-5 - 7 years as a Professional Services Manager, Technical Support Manager, Project Manager or Technical Lead.
-Ability to manage multiple projects simultaneously and prioritize tasks for you and your team, balancing the company’s needs for revenue recognition with customer needs for support.
-Experience estimating scope and effort, and writing proposals for custom software developments.
-Proven ability to excel under tight deadlines and in a fast paced environment with minimal supervision and a strong sense of urgency.
-Strong customer-facing skills, an ability to communicate complex technical solutions to executives as well as other stakeholders at customer site and an ability to defend your solutions and recommendations.
-Excellent critical thinking, communication and presentation skills.
-Professional-level technical fluency in English.
-Flexibility to travel internationally and domestically up to 50% of the time, as necessary.

It would be great if you also had:
-Familiarity with streaming media and broadcast solutions.
-Prior experience working with or for large-scale systems integrators and consulting firms.
-Experience working with globally distributed virtual teams.
-Masters in Business Administration (MBA)

What you will be doing:
-Directly managing and scheduling a team of Global Services Engineers distributed throughout your region, who will be performing installation, troubleshooting, training and professional services tasks for our customers and resellers. -Coordinating and prioritizing resources with other Global Services Managers, Project Managers, and Salespeople in other regions to ensure resources are scheduled for onsite/remote installation and 24/7/365 on-call support obligations.
-Managing customer and partner expectations for installation and support, and maintaining ongoing and regular communications thereby ensuring customer satisfaction.
-Developing and maintaining positive relationships with representatives from other company departments including Product Management, Engineering, Sales and QA.
-This includes coordinating with Product Management, Engineering and QA teams to replicate, escalate and resolve more complex installation and support issues.
-Generating weekly and monthly status and trending reports for the Operations, Sales, Engineering and Finance teams on installations, support issues, project completion statuses, revenue-at-risk and defending requests for resources and prioritization in weekly staff meetings.
-Generating SOWs, cost estimates, architectural diagrams, technical requirements, and systems acceptance tests for customized solutions.
-Also managing the team’s creation of incident reports, and acting as final editor before delivery to customers and partners.
-Managing teams through complex customer installations, migrations, upgrades and replacement of competitor solutions, and helping Services Engineers identify and escalate for troubleshooting and quick responsiveness within our aggressive SLAs.
-Ensuring operational documentation stays updated with each software release and modifying processes as necessary to adapt to changing products and opportunities.
-Verifying supply chain deliveries within manager’s region to ensure servers, smart cards, and other equipment is ready to ship to customers before deadlines, inclusive of potential customs delays."
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