Services Delivery Leader

6 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Nutanix Full time

Hungry, Humble, Honest, with Heart.

The Opportunity

A successful candidate in this role will be responsible for managing the Professional Services Delivery functions across major parts of ASEAN running a team of Technical Account Managers, Consultants and/or Residents. Reporting to South East Asia, Taiwan, HK and Korea (SEATHK) SDL, this role will have customer delivery and revenue management responsibilities for the assigned region and line of business (LOB) within the APJ Theatre.

About the Team

At Nutanix, the Professional Services Organization is a dedicated team of 6 Technical Account Managers based in the ASEAN region. Our team thrives on a collaborative culture that emphasizes teamwork and open communication. We work closely together to ensure that our clients receive the best possible support and solutions, and we maintain a consistent team cadence to synchronize our efforts and share insights. This collaborative environment fosters creativity and empowers each team member to contribute their unique skills and perspectives.

You will report to the Services Delivery Leader, APAC, who is deeply invested in fostering a supportive and growth-oriented environment. The work setup is hybrid, allowing for flexibility that accommodates both remote work and in-person collaboration in the office, with a requirement to be in the office for 2 days a week. Additionally, the role entails a travel requirement of approximately 25%, providing opportunities to engage with clients directly and deliver exceptional service across the region.

Your Role

  1. Define and drive the professional services delivery strategy relating to the assigned region and LOB.
  2. Business management - increase bookings by supporting sales function and revenue, reduce costs, improve margins, and eliminate waste.
  3. Personnel management (hiring, development, utilization) – recruit, performance manage, mentor, and professionally develop a team of best in class technical delivery consultants. Balance the need for high levels of billable utilization (70%) and employee satisfaction.
  4. Engagement and Quality management – Program Manage and govern quality and ensure delivery in a manner that is consistent with Nutanix Professional Services best practices.
  5. Partner management – provide support, guidance, and oversight to partners who deliver on behalf of Nutanix and ensure their success.
  6. Escalations management – address and manage complex customer issues and provide recommendations that are aligned with account strategy.
  7. Customer Success - Drive high levels of customer satisfaction.
  8. Perform liaison and coordination with other Nutanix departments, such as Advisory Services, Technical Sales and Field Sales.
  9. Participate in strategic planning for service delivery.
  10. Ensure all projects are delivered within time, scope, quality, and cost constraints.
  11. Assist in the definition of project success criteria and objectives, involving relevant stakeholders and ensuring technical feasibility and desired quality.
  12. Ensure resource availability and allocation.
  13. Build strong relationships with regional VPs of sales and SE Directors. Be someone they regularly rely on to open up new opportunities, solve problems and deliver customer delight that ultimately leads to product sales growth.
  14. Participate in the pre-sales process with account teams, consulting architects, and customers to understand business and technical requirements in order to effectively scope and deliver effective solutions. Develop and approve project SOWs (scope, level of effort estimates, and schedules) prior to presentation to Nutanix Account team and customer.
  15. Assist Nutanix Account team in positioning and selling Consulting, TAM, Resident, and Education services to customers.
  16. Develop and maintain a solid technical understanding of all Nutanix services offerings, product lines, and corporate messaging.
  17. Demonstrate steadfast and sound decision-making abilities to resolve problems.
  18. Establish a repeatable cadence in partnering with Nutanix Product Marketing, Product Management, and Engineering to feed back field input to the product development lifecycle.

What You Will Bring

  1. 12+ years of relevant IT industry experience (compute, networking, storage).
  2. 3+ years' direct people management experience leading a team of 5+ (or manager of manager) in professional services teams, preferably with a software company consulting organization.
  3. Excellent communications and interpersonal skills.
  4. Possess a positive attitude with high levels of self-awareness, professionalism, and ownership.
  5. Ability to identify, attract and retain top talent.
  6. Proven track record planning and managing large, customer-facing programs of work and/or IT transformations. Able to set the right expectations with customers and sales.
  7. Excellent problem-solving skills regarding resourcing, project delivery, and people management.
  8. Experience solution selling with a strong belief that solutions increase customer success and drive product adoption.
  9. Strong skills in strategic planning, critical thinking, and financial analysis.
  10. Strong stakeholder management along with the ability to build one's own "brand".
  11. Strong organizational and project management skills with an ability to manage competing client demands.
  12. Strong architecture background preferably in the Virtualization space to meet the technical knowledge levels of the role is preferred but not mandatory.

Preferred Qualifications:

  1. Experience with modern software development methodologies with an emphasis on software-defined datacenter, infrastructure as code, complex distributed systems, and cloud-based computing.
  2. Deep understanding of infrastructure-as-a-service (IaaS), platform-as-a-service (PaaS), Software-as-a-Service, and hybrid cloud computing environments.
  3. Experience in a fast-paced, startup (or startup-like) environment and experience building teams is a big plus.
  4. Proven ability to interact and communicate with CxO-level personnel and navigate customer organizations to ensure successful project delivery and acceptance.
  5. Familiarity with systems management concepts, processes, standards (preferably ITIL) including capacity/performance, storage, and network management.
  6. PMP or equivalent certification.

Work Arrangement

Hybrid: This role operates in a hybrid capacity, blending the benefits of remote work with the advantages of in-person collaboration. For most roles, that will mean coming into an office a minimum of 2 - 3 days per week, however certain roles and/or teams may require more frequent in-office presence. Additional team-specific guidance and norms will be provided by your manager.

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