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Director - APJ Security services
Internet Industry Company
Singapore, , Singapore
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The Service Line Director in the Global Services and Support team is responsible for managing cross functional, full lifecycle service delivery for customers at a regional or industry vertical level. A Service Line Director role requires someone with strong leadership, interpersonal, and business skills to work with Sales to protect and grow our account base. The Service Line Director leads a services team comprised of Managers and individual contributors. The Service Line Director works closely with our Customer Care organization for technical and business support. As a Service Line Director you will be responsible for:
*Customer Satisfaction – To deliver world class service and to drive customer satisfaction. Company measures this primarily through Net Promoter Score (NPS) model as a measure of success in customer satisfaction.
*Planning and Execution – Proactively drive initiatives to improve the pre-sales and service delivery capabilities of the service team to improve customer satisfaction. In addition, help achieve Sales strategic product and revenue goals and services revenue goals. This includes creating yearly strategic business plans and quarterly updates.
*Cross Functional Service Delivery – Manage cross functional team to deliver quality technical service delivery for customers. Requires willingness to thoroughly understand Company’s technology and the accountabilities of each function to successfully deliver service.
*Sales Alignment - Work hand-in-hand with their counterpart in Sales, typically a Regional Sales You will work together to develop account plans and work jointly to address regional customer satisfaction, competitive differentiation, and other elements of the business.
*Services Revenue – Responsible for managing to a services revenue number. This includes integration revenue, standardized support packages, as well as custom professional services. Thorough knowledge of revenue recognition rules is required.
*Global Functional Alignment – Ensure each function on the team follows the standards of the role. Consistency is critical to building scale in our business and is responsible for meeting consistency standards and managing to global functional metrics.
*Resource Planning and Allocation – Develops yearly resource planning and allocation strategy, in alignment with the division executives. This includes performance management, compensation, hiring, and firing.
*Financial and Operations Management – Ensure core financial and operating metrics are managed effective in order to ensure team remains on track towards c-sat, services revenue, and other core metrics throughout the year. Experience in budget management (P&L) strongly preferred.
*Effective Communication – Proactively communicates team’s direction, goals and progress to field, GSS leadership, C-Level Company leaders, division heads, functional team, and peers.
*Professional Development – Responsible for developing team’s consulting, technical, and leadership skills to achieve employee satisfaction and scale our business.
About the Team
Required Education and Experience
Applicants must meet one of the following education and experience requirements:
• 12 years of relevant experience and a Bachelor’s degree or
• 10 years of relevant experience and a Master’s degree or
• 7 years of relevant experience and a PhD
Required Skills
• Minimum 12 years of overall experience
• Minimum 5 years of experience directing and controlling the activities of one or more functional areas, divisions, product groups or service areas through managers who have the overall responsibility for the successful operation of those assigned areas
• Minimum 3 years of Company experience
Desired Skills
• Experience with Internet technologies, such as HTTP, DNS, SSL, etc.
• Experience supporting Fortune 500 customers & creating service/support strategies.
• Experience in a revenue management role (i.e., Engagement Manager, Business Development Manager, etc.)
*Experience in expanding customer service and support services revenue.
*Demonstrated operations and organization skills implementing and driving best practices in multi-office, cross functional organizations.
*Strong organizational and analytical skills.
*Outstanding interpersonal skills, with a proven record of successfully building collaboration around important initiatives.
*Strong written and verbal communication skills. Successful track record of working and influencing matrixed organizations.