Senior Manager, Expert Services

Delivery Oversight: Provide day-­to­‐day guidance to Customer Outcomes engagement management staff to ensure timely, high quality delivery of implementation projects. Be the focal point for delivery questions or concerns from internal stakeholders or customers. This could include – customer governance calls, internal project reviews and escalations. Ensure adherence to the Global Services Delivery Framework and operational excellence through high degree of rigor and attention to detail on project execution – including planning and revenue forecasting. Clearly communicate to management issues that may affect scope, budget or timeliness of delivery of a world class customer experience.Management of Revenue, Cost and Margin for regional delivery implementations. People Management: Serve as a mentor to team members. Provide direction and leadership for new hires, ensuring adherence to the enablement plan and new hire ramp times. Determine training and development requirements for team and produce team and individual training plans. Adapt these as necessary to meet the changing needs of the organization. Conduct performance reviews of team using KPI results and other factors.