Sr. Mgr, Service Delivery
vor 4 Wochen
About GitHubAs the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software.
Over 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ million repositories.
With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code.LocationsIn this role you can work from Remote, AustraliaOverviewGitHub is seeking a Senior Manager for Service Delivery in our Expert Services team in APAC, reporting to the Director of APAC.
This position manages a team of Services Delivery Engineers and works closely with the Director, Engagement Managers, and Project Managers to provide excellent customer service to our customers, as well as serve as a liaison to internal teams.
This is a remote position that will be focused on supporting engagements in specific regions.The Senior Manager for Service Delivery plays a pivotal role in maintaining customer satisfaction by facilitating exceptional service from commencement to completion of services engagements.
This role is the liaison between internal teams and services sales, with a primary focus on stakeholder alignment and unblocking throughout the entire services process.
In addition, they are responsible for managing a team of services engineers and helping them continue to grow and build their skills in GitHub.
This role also works closely with the Resource Manager role to ensure their engineers are staffed on engagements that meet their respective skill sets.
There will be a focus on ongoing process improvement and operations flow specific to engagements to maintain a scalable, repeatable business.ResponsibilitiesPartner closely with the regional Sales, Support, and Customer Success teams to service their business segments and regions.Work with the Engagement Manager to schedule and plan engagements.Collaborate with field services sales to understand customer needs so that Expert Services delivery can exceed expectations.Reliably and consistently provide great customer experiences by scheduling engagements on time with appropriate resources.
Manage customer communication with regards to scheduling and sentiment.Develop and leverage a deep understanding of GitHub Services offerings in order to assign and schedule effectively.Collaborate cross-regionally for optimized scheduling, delivery, and process fidelity.Ensure customer engagement issues are resolved in a fast and professional manner.Work closely with operations teams on forecasting, reporting, assignment allocation, and process improvements.Possess a deep knowledge of best practices when it comes to strategic delivery and customer satisfaction, executing in effective ways across complex projects.Work with operations to build solutions for scheduling, time tracking, and engagement visibility.Conduct partner alignment meetings and ensure partners understand their roles and responsibilities for co-delivered engagements.Effectively develop and mentor team members to build broad and deep bench strength in the skills needed to manage and scale delivery needs.Assist in recruitment, management, and onboarding of new team members.Be a support to the Project Management function.Be a secondary support to operations reporting.QualificationsRequired QualificationsMany years experience in technical consulting, software development, application security, or related fieldOR Bachelor's Degree in Information Technology (IT), Computer Science, Engineering, or related field AND a few years experience in technical consulting, software development, application security, or related fieldOR Master's Degree in Information Technology (IT), Computer Science, Engineering, or related field AND a couple years experience in technical consulting, software development, application security, or related fieldOR Doctorate in Information Technology (IT), Computer Science, Business Administration, Engineering, Business Leadership, or related field AND experience in technical consulting, software development, application security, or related fieldOR equivalent experience.Experience leading customer projects.Preferred QualificationsPeople management experience.Experience in technical consulting.Experience working for a technology vendor in the DevOps, DevSecOps or Developer AI industry in an operations or project management capacity.Basic awareness of software development vocabulary and technical aptitude to learn basic Git and GitHub vocabulary.Excellent follow-up on action items with a get-it-done positive attitude in a fast-paced, frequently changing environment.Excellent communication skills, both verbal and written.Experience helping solve the problems of GitHub customers.GitHub valuesCustomer-obsessedShip to learnGrowth mindsetOwn the outcomeBetter togetherDiverse and inclusiveManager fundamentalsModelCoachCareLeadership principlesCreate clarityGenerate energyDeliver successWho We AreGitHub is the world's leading AI-powered developer platform with 100 million developers and counting.
We're also home to the biggest open-source community on earth (and 99% of the world's software has open-source code in its DNA).
Many of the apps and programs you use every day are built on GitHub.Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond).
At GitHub, our goal is to create the space you need to do your best work.
We're remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms.Join us, and let's change the world, together.#J-18808-Ljbffr
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Sr. Mgr, Service Delivery
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