• Service Delivery Manager, Switzerland

    Location CH-Zurich
    Posting date 1 week ago(1/14/2019 7:55 AM)
    Job ID
  • Company Description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    The Red Hat Consulting team is looking for a Service Delivery Manager to join us in Zurich, Switzerland. In this role, you will work with the resource management team to staff projects in your region. You'll assist with negotiating rates, project costs, and terms and conditions of work and contracts. You'll oversee the delivery of your assigned projects from kick-off to close-out, including defining the scope details and monitoring the project's progress to ensure that it aligns with customer expectations and signed contracts. As a Service Delivery Manager, your focus will be on being a leader for a team of consultants, including one-on-one meetings, escalation situations, performance and development, and general team coordination within your region.

    Primary job responsibilities

    • Attract, hire, retain and develop a team of consultants and serve as an ambassador for Red Hat's open culture in your organization
    • Handle change management and escalations
    • Ensure quality of documentation, including internal documentation for Red Hat’s knowledge sharing
    • Create customer proposals and ensure that customer needs are defined based on environment and expectations
    • Grow revenue within each account by offering and delivering new projects; guide services opportunity plans and campaigns with the Marketing team within your region
    • Carry out internal statement of work (SoW) approval and delivery
    • Take responsibility for revenue, margin, and use targets for the team; promote achievements across your region
    • Ensure profitability and staff sufficiency by collaborating with the Consulting Operations team
    • Work with the consulting enablement lead for the Europe, Middle East, and Africa (EMEA) region to ensure availability of appropriate training

    Required skills

    • Record of working within a international services organization, ideally in a people management role
    • Experience in sales or professional services sales support, including developing SoWs, pricing, large-scale proposal development, and customer development
    • Practical experience with people management, including successful record of talent development within a team
    • Experience with customer service as a professional services consultant or engineer
    • Knowledge of project management processes and experience with revenue-based project reporting
    • Understanding of Red Hat's business strategy and economic model; good business insight and judgment
    • Ability to understand the technical impact of projects and the business impact on both Red Hat and our customers in delivering and scoping projects
    • Knowledge of enterprise architecture and application development and infrastructure
    • Fluent language skills in (Swiss) German and English
    • Willingness to travel up to 50%

    Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

    Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.



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