Senior Manager, S360 Support Services Management

**Why will you enjoy this new opportunity?**

The Senior Manager position with the Global Support, Success 360 Support Services Management Team provides a unique opportunity to grow your career and expand your learning opportunities in a multitude of areas. From strategic customer engagement, to the development of future leaders, continuous improvement of operations, and opportunities to collaborate across a variety of functional teams, the opportunities and exposure are plentiful

VMware is the leader in virtualization and cloud infrastructure solutions that enable our more than 350,000 enterprise and SMB customers to thrive in the Cloud Era. A pioneer in the use of virtualization and policy-driven automation technologies, VMware simplifies IT complexity across the entire datacenter to the virtual workplace, empowering customers with solutions in the software

**Success in the Role: What are the performance outcomes you will work toward completing?**
- You will be responsible for co-leading the Americas region and working in tandem with another Senior Manager to ensure best-in-class service delivery.
- You will be responsible for the success of our key Success 360 customers and responsible for managing, coaching and developing our front-line managers to ensure consistent and quality delivery and execution of our service and support.
- You will own regional operations, team calibration and development, recruitment needs and processes, strategic account reporting and trending, transformational activities and associated goals, and cross-team partnership engagement and initiatives.
- While responsible and accountable for regional performance, implementation and execution of strategic initiatives and driving continuous improvement for the team, you are also a cornerstone of a global organization and thus, will ensure consistency and alignment on an on-going basis.
- To be successful in this role, you must be a motivated self-starter with a growth mindset and customer-obsessed attitude, comfortable with tackling highly complex situations and driving accountability, be good at people & stakeholder management, and be someone who not only readily accepts challenges, but frequently asks how can we do this better?

**What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?**
- Primary objective of this role is to co-lead service delivery of the North & South Americas region through effective management of SSM staff, including oversight of functional activities that significantly contribute to the overall quality of the SSM organization
- Manage and mentor a team of 5-7 people managers supporting teams of 10-14 SSMs helping them to meet performance and career goals and to facilitate their team’s growth through coaching for business performance
- Build and maintain strong relationships with S360 customers and VMware account teams, sales leadership, professional services, product management and engineering, and executive staff with ability to effectively communicate, collaborate, influence, listen and organize across teams
- Oversee critical case escalation and problem resolution for key accounts in partnership with Technical Domains and be the responsible and accountable point of contact for leadership, including C-staff
- Partner with Customer Success leadership to manage key customer and/or partner relationships, working alongside internal teams to ensure overall customer satisfaction on behalf of Global Support
- Lead and/or be active participant in Global Strategic initiatives
- Coach and collaborate with Support Services Managers to build overall development plans, focus on succession, readiness towards upcoming technologies, and structured improvement plans where needed
- Develop and implement practices that measure the effectiveness and performance of the Support Services management Function
- Work with key stakeholders in the company including Engineering, Product Management, Sales, Professional Services and IT to drive end-to-end process improvement to introduce automation, integration, and new services/processes
- Maintain a positive supportive & friendly culture in the team and promote strong alignment with our VMware EPIC2 values
- 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/weekend
- Occasional travel may be required

**What is the leadership like for this role? What is the structure and culture of the team like?**
- You will be part of a team of Senior Managers that report into the global Director.
- 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