PositionSummary
Responsible for leading regional technical service operations, project delivery, customer success, and product lifecycle support across multiple enterprise technology platforms. This role provides strategic leadership for project execution, service excellence, operational planning, stakeholder management, and continuous improvement initiatives while ensuring high levels of customer satisfaction and business performance.
The position serves as a key interface between customers, internal business units, engineering teams, and executive management to drive successful implementation, maintenance, enhancement, and support of mission-critical technology solutions.
Key Responsibilities
Strategic Leadership & Service Operations
- Lead regional technical services and customer support functions, ensuring consistent delivery of high-quality services across multiple customer environments.
- Develop and execute service strategies that improve operational efficiency, customer satisfaction, and long-term business growth.
- Establish service standards, governance frameworks, and performance metrics to ensure service excellence and operational accountability.
- Oversee business continuity and service reliability through proactive planning, resource management, and risk mitigation.
Project& Program Management
- Direct the planning, execution, and delivery of complex technology projects, including system implementations, upgrades, migrations, and infrastructure enhancements.
- Ensure projects are delivered on time, within scope, and aligned with customer and organizational objectives.
- Identify project risks, dependencies, and resource constraints, implementing mitigation strategies to ensure successful outcomes.
- Drive adoption of project management methodologies, governance processes, and best practices across the organization.
Customer& Stakeholder Management
- Serve as the primary escalation point and trusted advisor for key customer stakeholders, including senior management, IT leadership, and operational teams.
- Build and maintain strong customer relationships by understanding business requirements and aligning technical solutions with strategic objectives.
- Facilitate communication between customers, technical teams, product management, and commercial departments to ensure effective issue resolution and project alignment.
- Evaluate customer requests, contractual obligations, and service requirements while supporting commercial discussions and business development opportunities.
Technical Leadership & Product Support
- Provide leadership and oversight for technical support, system maintenance, troubleshooting, and operational performance across enterprise platforms.
- Guide teams in diagnosing complex technical issues and coordinating resolutions with development, engineering, and third-party vendors.
- Ensure effective management of hardware, software, networking, and security-related initiatives supporting customer environments.
- Lead quality assurance, testing, validation, and release-readiness activities for new products, system enhancements, and software updates.
Team Leadership & Resource Management
- Lead, mentor, and develop technical and project delivery teams to build organizational capability and succession readiness.
- Manage workforce planning, resource allocation, and performance management activities to support business priorities.
- Foster a culture of accountability, collaboration, innovation, and continuous improvement.
- Ensure teams possess the necessary skills, tools, and training to meet evolving business and customer requirements.
Product & Business Improvement
- Collaborate with product management and engineering teams to identify opportunities for product enhancement and service innovation.
- Gather market intelligence, customer feedback, and industry trends to support future product development and strategic planning.
- Recommend process improvements, technology adoption initiatives, and operational enhancements that increase efficiency and customer value.
- Support business growth initiatives through technical consultation, solution design, and pre-sales engagement when required.
Qualifications& Experience
- Extensive experience in technical services, customer support, project management, and technology operations leadership.
- Proven ability to manage large-scale, multi-stakeholder projects across regional or international environments.
- Strong understanding of enterprise systems, infrastructure, networking, cybersecurity, and software deployment methodologies.
- Demonstrated experience leading cross-functional teams and managing customer-facing operations.
- Excellent stakeholder management, communication, negotiation, and problem-solving skills.
- Strong commercial awareness with the ability to balance customer requirements, contractual obligations, and business objectives.
- Experience implementing service management, quality assurance, and continuous improvement frameworks.
Key Competencies
- Strategic Leadership
- Customer Relationship Management
- Program & Project Management
- Service Delivery Excellence
- Risk & Change Management
- Team Development & Coaching
- Business & Commercial Acumen
- Technical Problem Solving
- Cross-functional Collaboration
- Process Improvement & Innovation
Working Environment
- Regional and occasional international travel may be required.
- Flexibility to support critical business activities outside standard business hours when necessary.
- Ability to operate effectively in a fast-paced, customer-focused, and technology-driven environment.
