International Head of Services required to lead the services transformation of an international provider in Dublin. Besides owning the existing services portfolio and customer engagement in the areas of services, you will also be responsible for defining, building and implementing new service models. A hands-on aspirational leader who is passionate about delivering end-to-end customer-centric solutions will mentor and coach a team so the business can scale and accelerate the trajectory of profitable growth. To be successful in the role, you will be fluent and comfortable in SAFe Agile, XaaS and cloud concepts and be able to build strong relationships with local as well corporate leaders across the business. Work closely with the President of the business and be responsible for leading, managing and developing service engagement strategies that are optimized for both short-term results and long-term strategy.

Requirements:

  • Degree in Business Administration or related field
  • Success in a senior services leadership role
  • Prior experience in XaaS and hardware services
  • Track record in successfully building, scaling and leading high performing services teams
  • Understanding and experience with ITIL process implementation
  • In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Good technical understanding of products, solutions and services as well as sound business understanding
  • Experience with M&A and the integration of new group companies
  • Tenacious, convincing and respectful leader
  • Culturally aware supported with multilingual capabilities (English and German/French)
  • Expertise in people management, leadership and strong organizational skills
  • Proficiency in leading both physical and virtual teams
  • Experience in dealing with third party provided services and managed services
  • Independent and adaptable change agent who can speed up like a start-up as well as implement best practices in a legacy environment
  • Sound judgment with the ability to abstract information and to apply sound judgment based on experience to make effective decisions
  • Ability to quickly assess, prioritize and focus on the critical strategic issues
  • Strategic thinker & problem solver with the ability to be hands-on
  • Ability to travel up to 40% based on business needs
  • Must possess or can acquire a valid passport

Responsibilities:

  • Building and leading a world class services organization: professional services, partner services, subscription services, maintenance, installation services and new future services
  • Owning and accountable for all aspects of the services strategy: hiring, coaching, mentoring, training, implementation methodology, services profitability and project success
  • Actively manage financials including team utilization, budgeted vs actual hours and project margins
  • Define resource requirements, track services deliverables and harmonize tools across the services organization
  • Identify customer and partner issues and needs by maintaining excellent relationships with key end users as well stakeholders
  • Manage relationship with external delivery partners including certification and onboarding
  • Implementing and maintaining harmonized high performance levels for service related processes supported by appropriate metrics and governance
  • Taking accountability for service delivery performance, meeting customer expectations and driving future demand
  • Analyzing third party as well as internal processes, and creating strategies for service delivery optimization
  • Collaborating with technical design teams to set standards for software, hardware and security and support the organization to launch solutions with a “service by design” approach
  • Defining service objectives and driving the team to achieve targets
  • Building a high performing services team to execute end-to-end services
  • Monitoring market trends and competition to explore and expand services
  • Work with commercial leads and PM to introduce value based pricing

 

emer@emtechrecruitment.ie

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