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Services Director (EMEA)
Permanent
Bracknell, Bracknell Forest (Obsolete)
Posted 1 week ago

Role Objectives

The SUSE Service Director (SSD) takes full responsibility to manage the delivery of SUSE services to our customers and act as an interface to our Sales team helping them to position and sell our services. 

The SSD will manage all services staff in the EMEA region. All technical escalations in EMEA will be managed and coordinated by the SSD. The SSD will ensure that the geo has the SUSE subjects matter experts in the teams to provide the best possible service to its customers. 

The SSD will drive improved customer NPS by holding regular customer meetings and driving the efficiency of delivery of services, acting as the Services Account Manager for all named customers. 

A technical background in management needs to be balanced with very strong inter-personal skills to be able to work closely with our customers as well as with services partner organizations. 

This is a senior management role, reporting to the Head of Global Services & Support with dotted line to the Head of Sales in EMEA.  Frequent international travel will be a requirement. 

Focus Areas

  • Input and help to drive the goals, priorities and strategy of SUSE services and support

  • Be able to articulate the key values of SUSE products, solution and strategy

  • Manage the people in the SUSE services team in EMEA to ensure the team have up to date technical delivery skills to meet the business demand and grow the employee NPS score

  • Maximise professionalism, flexibility, motivation for the services team and provide them with regular and clear communications

  • Ensure the services team productivity is maximised with regular, proactive customer contact (onsite and remote)

  • Ensure excellence in delivery to its customers and maximise the renewal of our premium support business

  • Manage SUSE partners who we sub-contract in EMEA to deliver Services on our behalf to ensure they meet the standards required of SUSE and our customers

  • Drive services sales and help the sales team position and sell the value of SUSE services to our customers

  • Act as senior escalation manager for all services related issues in geo and manage critical situations efficiently with clear management updates

  • Work with other geos in sharing best practice and share resources where it makes sense for the SUSE global business to optimise our key resources 

  • Manage and report on services forecast, pipeline management, revenue backlog management and work with sales to ensure all business metrics are in alignment

  • Manage within the services P&L and financial targets and ensure the geo achieves it goals 

  • Close, trusted relationship to sales teams in EMEA with active input to support account planning and driving deals with services attached

Ideal Candidate

  • Proven ability to work independently and take initiative

  • Fluency in English (written and verbal) is mandatory

  • Second language is an advantage

  • Proven ability to manage teams remotely and in dispersed locations/countries

  • Experience in working in International, multi-cultural environment

  • Positive attitude, proactive problem solver

  • Detail oriented, organized, and efficient in their ability to multi-task

  • A passion for process improvement

  • Strong understanding of a services and support business

  • Exceptional written and verbal communication skills

  • Relationship builder and ability to maintain a calm and professional approach when working in high pressure environment

  • Experience in high-tech or software company

  • Experience working with a variety of stakeholders from multiple functional focus areas e.g. Legal, Finance, HR 

  • The ideal candidate will hold a Bachelor’s degree and at least five years’ experience in services and/or services management

  • Culture fit with SUSE is essential in the growing organization 

  • Some international travel will be required for business meetings  

  • May at times be required to work outside of standard business hours

Why join SUSE?

We are a global technology business where the diversity of our employees inspires innovation. We value the individual contribution and expertise of our people across roles and functions. With strong and accessible leaders, we expect our people to collaborate and deliver market-leading solutions to our customers.

We enable you to succeed. SUSE is an Open Source pioneer and market leader. At SUSE you get to work in a fast paced, exciting environment at the leading edge of Enterprise Linux and Open Source innovation. SUSE is currently engaged with 100+ open source projects. You will learn from industry experts and bring the latest technology to market; regardless of your role. 

Manage your future: We set the expectations and you find the solutions! You are encouraged to discover our people, business, communities and customers to deliver exceptional results. You join a company that’s still growing faster than most other IT organizations (and yet is over 25 years old).

We empower you to be bold. In a culture founded on collaboration and knowledge-sharing, you will be responsible for exceeding your own goals, and work across boundaries and hierarchies to deliver success for our customers.  

About SUSE

SUSE the world’s largest independent open source company, helps customers, partners and communities be the difference in their spheres of influence. Through open collaboration and agile, enterprise-grade open source solutions, customers, partners and communities are empowered to simplify tasks, modernize environments and accelerate business innovation – ultimately reaping the benefits of measurable value and better futures. Our customer obsessed operating model means exceptional service, value, flexibility and customer choice, with no enforced lock in. 

SUSE’s open, open source approach helps our customers and partners move their businesses forward, transforming IT, delivering increased agility and faster innovation. 

SUSE is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status

Job:

Sales

SUSE, the world’s largest independent open source software company, powers digital transformation with true open source technologies for the enterprise that simplify, modernize and accelerate traditional, cloud and edge solutions. SUSE collaborates with partners, communities and customers to deliver and support solutions that enable mission-critical business outcomes. SUSE’s container and cloud platforms, software-defined infrastructure, and artificial intelligence and edge computing solutions allow customers to create, deploy and manage workloads anywhere – on premises, hybrid and multi-cloud. For more information, visit www.suse.com.

Job Features

Job CategoryMarketing, Sales
Job ID71000344