General Electric Senior Services Director, APAC in Bengaluru, India
Job Description Summary
Provides expertise in sustained customer success and growth in the post-sales customer lifecycle through training, professional services, technical support, renewals, outcome attainment, retention, expansion, and customer advocacy with a Digital focus. Owns/influences budgets and operating plans. The role is guided by operating policy. Works with cross functional teams. The role has autonomy within the operational area or a segment within a larger business unit. The role may have a major impact on a small business unit or Family within a Function or P&L. High levels of evaluative judgment and operational acumen are required to achieve outcomes.
Roles and Responsibilities
Role Summary/Purpose:The Services, APAC Region Director will report to the VP of Global Services. You will provide direction for a regional team primarily delivering APM solutions. You will manage a regional team to deliver high functioning service implementation models that meet market needs in the Power, Oil & Gas and emerging markets.
Qualifications/Requirements: Basic QualificationsBachelor's Degree in Business or Finance.A minimum 10 years of professional experience.At least 5 years of leadership experience managing teams
Essential Responsibilities:The developed solutions can be existing core capabilities, innovations from core capabilities, or new innovations. These solutions need to be aligned with clients and the teams needs as well as cross-functionally aligned with stakeholders such as sales, product teams, support, and training. You will achieve the regions business objectives measured by customer satisfaction, contrinution margin, and billable utilization.In this role, you will:Through effective leadership, ensure the delivery of high-quality service, financial performance and delivery within the Region including the assessment of services opportunities and deployment of a full portfolio of services and/or solution offerings, based on customer need.Regional customer relationship and escalation managementWork with Global Services practice leaders to ensure delivery of customer outcomesIdentify future upsell opportunities (change orders, adjacencies)Partner and collaborate with sales, service, and marketing teams to ensure a cohesive strategy and execution in delivering solutions to customers in the regionAbility to scale execution as needed within region to deliver speed, customer execution and market competitivenessProvide strategic organizational leadership and direction to ensure the execution of high-quality service and delivery in the regionPartner and collaborate with Sales GMs, Commercial Solutions Leaders, and the Centers of Excellence (CoE) to ensure a cohesive strategy and execution in delivering solutions to customersLeverage internal relationships with Regional, CoE, and Cross-Functional teams to enhance business performance and customer experiencesDrive continuous improvement, process excellence and productivity within the regionInspire a ‘one team’ culture and community that connects the broader Digital Global Services team in region and throughout the worldPromote a safe working environment and ensure compliance with applicable EHS policies and proceduresDrive overall customer satisfaction in region, manage major customer escalations and drive best in class customer service excellence throughout the regional implementation organizationLead the continued evolution of the Global Services implementation organization and the capabilities of the team including, but not limited to, leveraging remote or low-cost capabilities from outside the regionParticipate in and strengthen the partnership between Sales and Service in order to provide seamless customer service and rapid response and customer satisfaction.Share and leverage best practices across regions to ensure best-in class, unified approaches and to customer delivery
Desired Characteristics:Broad and deep technical experience with cloud and emerging technologies, including Outcome-as-a- Service (OaaS), Infrastructure-as-a-Service (IaaS), and/or Platform-as-a-Service (PaaS)Demonstrated experience with global software system implementation organizationsExperience leading a large, complex Software Implementation Services OrganizationExperience with cloud deployments, software integrations and analytics appsDemonstrated operational management experience, with track record in developing successful technical, software support organizationsAbility to develop and execute multiple priorities and approaches to meet objectivesFocus on driving customer outcomes to determine success through direct customer interaction and organizing the team for customer impactExceptional interpersonal skills- ability to synthesize complex issues and communicate into simple messages for peers, customers and national employee teamsStrong business acumenProven ability to influence, energize, develop and drive change through exceptional written and verbal communication skillsExperience leading a P&L with financial responsibilities and providing leadership for all functional services areas including experience handling customer escalationsStrong track record of building a high-performance team; attracting, developing and retaining talentDemonstrated success in working with customers to resolve complex issues and develop solid business relationshipsIn-depth knowledge of and experience in the Digital Technologies, IT, Software markets, and GE Digital Software SolutionsInclusive leadership style with a focus on personal involvement, trust and flexibilityAbility to present in front of large groups, deal with ambiguity, and demonstrate composure in stressful situations where competing priorities must be managedProven client engagement capability: unrelenting passion and zeal to engage with customers Passionate about driving change/influence across cross functions and organizational boundariesAbility to translate strategic direction into tactical deliverables that are readily embraced by organization’s tactical layers
Relocation Assistance Provided: Yes