Manager, Support Services Management

hace 4 semanas


Heredia, Costa Rica VMware A tiempo completo

**The Elevator Pitch: Why will you enjoy this new opportunity?**

As a part of the Global Support (GS) Team, under this role you will have the responsibility to manage, coach, and develop Support Service Managers (SSM's) working with our vast portfolio of premier clients/customers.

Our SSMs build the Support relationship with our key Success 360 customers and are responsible for delivering an unparalleled Support experience leveraging VMware solutions. You will ensure that the SSMs under your management have whatever they need to be successful, and that our customers are also successful with Success 360 & Premier Support.

**Success in the Role: What are the performance outcomes over the first 3-6 months you will work toward completing?**
- Within the initial 1-3 months, you will begin familiarizing yourself with the SSM role and responsibilities, Organizational hierarchy & various VMware tools and practices we leverage for successful execution at work as part of the successful onboarding.
- You will start having low to medium execution on the governance side of the SSM practice in your region with the team of SSM’s reporting to you.
- Within the next 3-6 months, you will start having consistent control on the SSM practice within your region along with your team of SSM’s and shall independently start delivering the responsibilities accountable for SSM practice’s success.

**The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?**
- Manage a team of around 10-12 Support Services Managers, ensuring successful professional development of all individuals.
- Regular & targeted pipelining, recruiting to grow the team with the right talent
- Responsible for the successful SSM delivery for customers assigned to your team, and management of team performance to ensure great customer outcomes
- Act as a key escalation point for your SSMs and their customers
- Maintain a positive, supportive & friendly culture in the team and promote strong alignment with our VMware EPIC2 values.
- Develop and improve processes to help scale, grow, and sustain the SSM business particular to your region.
- Develop excellent working relationships with the key leaders within key customer’s operational teams at a management level.
- Ability to coach team members to develop key delivery strengths, including communication skills, time management, technical acumen, business acumen, expectation setting, and general customer satisfaction.
- Enable team members to be efficient & connected while working entirely remotely or in a mixed office based/remote scenario.
- Work closely and collaboratively with resources across the VMware organization, including Support Domain leadership teams, field sales, solution engineers, operations, and additional account team members.
- Maintain high-level technical knowledge of core VMware solutions and future product direction.
- At times, be available for customer escalations or assisting SSMs during off hours/weekends.

**What is the leadership like for this role? What is the structure and culture of the team like?**
- The hiring manager for this role is a part of several Senior leaders in the GS organization with multiple years of experience in customer facing roles. The team is proud of the unique model within GS that emphasizes on collaboration, transparency, and career growth. Additionally, we believe that open and respectful communication between peers and managers establishes a great culture that attracts diversity and promotes inclusion.
- In this role, expect to be challenged occasionally to bring your best and your efforts will be widely acknowledged and rewarded. The GS leadership actively encourages the pursuit of hobbies and activities outside of work and the importance of taking time off for an optimal work-life balance.

**Is this role Remote, Hybrid or Onsite?**
- This role is considered to be Hybrid and will be a mix of working from the local Heredia, Costa Rica VMware office and remotely as determined and discussed with your future manager. You will be expected to live within a reasonable commute of the office, as a minimum of two days per week in the office will be required.

**What are the benefits and perks of working at VMware?**

GlobalSupport

LI-EP1

LI-HYBRID

**Category **:Client Support
**Subcategory**:Technical Support
**Experience**:Manager and Professional
**Full Time/ Part Time**:Full Time
**Posted Date**: 2023-02-15



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