Mgr, Professional Services

**Job Description:** **GENERAL SUMMARY** Services professional who provides leadership to the organization in the areas of technical competency managed services and business performance execution aligned to a customer focused delivery strategy. Drives utilization and management oversight for BAU activities for the delivery of billable engagements for Virtustream products and services. Demonstrated ability to lead based on experience, industry / organizational knowledge, passion, and competency expertise. Works closely with sales and delivery teams to coordinate and oversee the delivery of Managed Services solutions. Promotes the development of strong, cooperative relationships between services professionals and all Federation Companies. Builds and maintains successful relationships with customers while providing resources necessary to meet customer needs. **PRINCIPAL DUTIES AND RESPONSIBILITIES** Builds and maintains relationships with customers, Sales, Presales, Professional Services, and Customer Services to influence and create issue resolution. Proactively provides input into development of MS practices, policies, procedures, standards and strategies with local and corporate teams. Provides management oversight cover for all BAU activities around the pool including Incidents, Changes, Requests, Upgrades and ongoing maintenance projects. Assists in new customer on-boarding. Ensures pool utilization is operating at optimal efficiency Primary Liaison to the Delivery Manager and Service Management to ensure SLA metrics deliverables are fulfilled and serves as the escalation point for customer issues. Liaise with Cloud Orchestration, Converged Infrastructure and OS Global Competencies to ensure proper execution of competency initiatives for the customer pool Manages activities of a broad functional area. (i.e. Multiple technical and job disciplines). Develops and assigns group, function, department goals, as well as performance standards/metrics. Establishes team goals and ensures goals are met by the organization. Responsible for supporting budgetary requirements and meeting financial goals for the organization. Proactively reviews and evaluates staff; monitors skill sets to ensure organization can function successfully. Works to develop appropriate levels of technical knowledge through on-the-job, computer-based, or classroom training. Manages organizations training participation while ensuring high utilization rates. Supports leadership in development of long term organization curriculum, for both technical and managerial skills. Ensures resources are in place to meet customer needs and sales demands. Responsible for maximizing utilization of all delivery resources within geography/country/division. **EMC Values:** When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages. **Critical Hiring Criteria:** **SKILLS** Ability to lead, motivate and direct a work group. Possesses operational command of the business. Possesses strong product/technology/industry knowledge. Required expertise in the areas of Converged infrastructure, Virtualization, Automation and Operating systems Conflict resolution skills. Financial and analytical experience. Ability to manage in a matrix environment. Strong Customer focus. Ability to influence others to achieve results. Education Required: Bachelors (Technical) Experience Required: 12+, 4+ Management **Functional Area(s):** Professional Services **Business:** Virtustream **Business Unit:** 500 - VIRTUSTREAM **Location:** VA - Glen Allen, VA - Herndon, VA - McLean, VA - Reston, WI - Madison, WI - Pewaukee **AutoReqId:** 173882BR

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