Service Delivery Manager - Guadalajara

BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

The Delivery Manager (Managed Services) is a business, sales and solutions thought leader at BMC Global Services. The DM is accountable for driving managed services with services sales team from discovery to closure along with effective and efficient day-to-day Managed Services operations. The DM demonstrates focus in leading Managed Services team to achieve financial, operations, customer satisfaction and coworker targets in region. To realize these targets DM must balance a strong financial and operational results focus with a strong coworker and customer focus.
Key Areas of Responsibility

• Responsible to drive deals with regional teams from opportunity, identification, validation,
• qualification to closing the Deal
• Present & sell the value of BMC Managed service to all levels of customer’s management and drive services sales
• Build and develop business case, provide relevant and sound business and technical advice to the customer and present the same to various stakeholders within the company.
• Ownership of the Consultancy Service Development Plan, created jointly with the line of
• business, that captures and tracks the required investment in training and service collateral
• Establish and cultivate a solid working relationship with customers - building relationships with customer from IT Managers up to "C" level executives. Lead, collaborate and participate with Sales and Solutions team(s) on customer sales calls, services estimates and sales / customer strategies with "C" suite level.
• Accelerate the professional and technical development of coworkers through coaching and training ensuring focus on achieving high customer satisfaction.
• Manage a team of direct or indirect reports to provide the right mix of skills and facility capacity to meet customer demand while balancing Managed Services utilization and profitability
• Lead and manage designated Managed Services team to achieve finance, operations, customer and coworker targets
• Own and manage customer satisfaction / loyalty with your customers in the assigned
• geography. Proactively resolve issues, as necessary
• Conduct face-to-face customer meetings for top Managed Services customers.
• Validate and approve services estimates / statements of work for Managed Services
• engagements
• Ensure that best practices are incorporated in the delivery of Managed Services of all solutions across Practice(s) and geographies.
• Provide overall engagement management and oversight for customer engagements

• Manage the team to have the right set of technical skills, in the immediate and long-term, which are focused on the Managed Services catalog and emerging technologies
• Ensure your team fully understands their roles, and possesses the right set of professional consulting, operations, and sales skills
• Create individual customer service, technical, and professional development plans with each team member as appropriate
• Provide complete, accurate, ongoing communication with your team
• Deliver substantive performance feedback and coaching to your team
• Attract, recruit and retain the "best and brightest" Managed Services Coworkers
• Perform teambuilding and foster an appealing work environment based on trust, respect and competence
• Monitor and resolve coworker satisfaction / loyalty issues
• Ensure that best practices are incorporated in the delivery of all solutions
• Share Best Practices across Managed Services Regions and Practices

• Lead and implement Managed Services' vision, goals and strategies
• Create and instill a culture of increasing minimum contract rates and decreasing costs of
• operations and support
• Manage and monitor General & Administrative expenses
• Ensure that monthly sales forecasts operations metrics are complete, accurate and timely
• Collaborate with Managed Services co-workers on internal and external training, internal
• projects, Coworker bonuses and merit and salary increases
• Ensure that time and invoice approval is performed in a complete, accurate and timely manner
• Establish and cultivate a solid working relationship with vendor partners - Vendor Partner
• Engineer Managers / Vendor Partner Services Managers / Vendor Partner Account Teams
• Understand and align with Solutions team to ensure overall sales strategy is implemented
• through Services teams
• Participate in the Managed Services development lifecycle via skills readiness planning for advanced technologies, including resource selection, early engagement and training/mentoring
• Drive the feedback process from delivery to pre-sales, ensuring that pre-sales tactics accurately reflect delivery's experiences
• Participate in the recruitment and selection of other coworkers
• Contribute to Managed Services team meetings and Managed Services best practices

• Revenue
• Gross Profit
• Gross Margin
• Gross Profit / Coworker
• Customer Loyalty (measured by renewal rate)
• Coworker Loyalty
• Coworker Retention

• Minimum Qualifications:
• Overall 15+ years of experience with minimum 4 years in selling Managed Service to customers
• Minimum Engineering degree (MBA Degree would be preferred)

• Ability to lead teams; gain consensus
• Effective oral and written communication skills
• Ability to identify and creatively resolve client, project and people issues
• Proven negotiation skills
• Ability to lead and manage to ensure attainment of critical results
• Ability to act as a trusted advisor in a strategic partnership
• Demonstrated ability to meet business unit sales objectives
• Ability to travel as required (up to 20%)
  

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.