Service Delivery Executive

vor 2 Wochen

Munich, Deutschland VMware Vollzeit

**The Elevator Pitch: Why will you enjoy this new opportunity?**
- The world is changing fast, and IT security is top of mind for every business. VMware aims to completely overhaul how companies and organisations can protect themselves with built-in security. When you're working for a company that shares your values, it's easier to enjoy what you do. At VMware we unite under a core set of EPIC2 Values: Execution, Passion, Integrity, Customer, and Community. Our guiding principle is "innovate in everything". Each day you will be challenged to bring curiosity, diversity, and an eagerness to collaborate toward bold ideas across all aspects of our business. We do it with a spirit of inclusion and trust acting as 'One VMware' to help our customers win.
- As the Service Delivery Executive, you will have responsibility for VMWare’s larger strategic customers realizing the value of their investment in VMware software and services. In this role, you will work closely with our customer and key VMware stakeholders to shape and lead transformational programs and will be accountable to the customer for the business outcomes enabled through VMware solutions. If you are a proven leader with strong client relationship, consulting and program management skills, used to working at C-Level and have a successful track record in supporting business development, client-side delivery, benefit realization, staff development and team management, then this role is for you.

**Success in the Role: What are the performance outcomes over the first 6-12 months you will work toward completing?**

The Service Delivery Executive is a senior strategic role with a wide span of responsibility and control:

- You will own the executive relationship with the customer and serve as a trusted advisor, advocate and the main contact to the senior level of customer leadership for the professional services delivery.
- You will be accountable for the overall consumption and adoption motion for the customer, including orchestrating efforts of all VMware functions and coordination with other partners on the account.
- You will drive account growth by identifying and developing new opportunities to extend the program where VMware can add customer value.
- Your will achieve organizational success metrics (licenses, services bookings, revenue, NPS).

**What type of work will you be doing? **What assignments, requirements, or skills will you be performing on a regular basis?**
- Own overall accountability across the Customer Experience and Success (CXS) organization for consumption and the service delivery experience:

- Govern all VMware services delivery teams and serve as the primary point of contact for the customer and VMware
- Provide executive communication internally and externally on services activity
- Drive internal and customer escalations to resolution, collaborating with internal VMware teams
- Manage account level risks, issues and mitigation strategies
- Ensure quality of delivered services
- Orchestrate VMware functional teams to maximize collaboration and alignment with customer strategic objectives
- Act as a customer advocate for feature enhancements, product roadmap, and product issue resolution, engaging internal VMware teams to increase visibility, collaboration, and alignment with the customer needs
- In conjunction with the services sales team, establish account services strategy / consumption and develop current/future growth plans for 3-5 yrs.
- Ensure services plans are tied into the overall Account Success and Consumption plan
- Work hand in hand with the core account team to provide strategic direction for the account
- Focus on all CXS lines of business and seek new business opportunities
- Evaluate and qualify opportunities to determine win-win capabilities for VMware and customer
- As a key member of the Account Team, work to review proposals, establish scopes of work, direct the opportunity pipeline and to ensure VMware solutions are aligned with the customers transformation objectives
- Sustain high level of customer satisfaction
- Accountable for the account contribution margin
- Be an advocate for VMware services, and a champion for the services teams with both VMware and Customer Executive stakeholders
- Collaborate to develop competitive account positioning, client messaging, and sales plays that effectively promote the advantages of VMware transformational offerings
- 10+ years in a senior leadership role with experience working with C-Level executives and P&L management in professional services
- Excellent communication, interpersonal and negotiation skills
- Have extensive experience working across matrix organizations and building strong business partnerships internally and externally
- Ability to relate to people and effectively communicate under dynamic and potentially stressful circumstances
- Strong desire and passion to drive business expansion and new business relationships
- Extensive background in consulti

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