This role leads the expanded Red Hat Global Telco Services organization, responsible for all Services motions and functions including Consulting, Training, Technical Account Management (TAM) and the global delivery of an significantly expanded set of services specific to the Telecoms market. This leadership role aligns and executes the Telco Services strategy, globally, to ensure sales, services and customer success motions are integrated and support Telco customers in receiving maximum value from Red Hat’s products to meet the needs of their business. It also leads the drive to expand services revenue for the Red Hat telco business and the role closely monitors field execution and will engage with critical customers directly.
This role aligns to Global Telco and other Geo functions to establish consistent KPIs and other metrics in a methodical, consistent approach. This role, which reports directly to the VP Global Telco business and dual reports (dotted line) to the VP, Global Services leader, will be a critical participant in the transformation towards more strategic customer relationships in the Telco market. This position will drive the delivery of both the Telco Global Services strategy and business plan and targets (set by the VP Global Telco) and the Services global methodology and goals (set by the VP of Services).
Position ideally to be filled in the Americas or EMEA Geos.
What you will do:
Execute Red Hat’s transformative vision to deliver an exceptional customer experience for Hybrid cloud, Edge, autonomous networks, horizontal common clouds, AI, etc. leading to increased adoption of Red Hat technologies, inclusive of our Ecosystem for the Telco market.
Work closely with all Global Telco and Geo Telco Sales leaders, aligning efforts to ensure optimal outcomes for our customers and partners.
Ensure, in collaboration with regional services teams, the on time and to budget delivery of specific Telco services projects.
Establish and execute strategies to ensure delivery of globally consistent Telco Services to our customers.
Work with the Geo Sales organizations to deliver incremental order and revenue to the current Telco services business.
Plan and budget for all delivery resource demands and ensure optimal utilisation of resources across projects.
Lead the continual evolution of the telco services catalog to ensure business growth across all markets.
Drive Consulting, Training and Technical Account Management functions within the business.
Collaborate with Global Services Practice Leaders and all Geo Services leaders, as well as other in-region functional groups for consistent services strategy and execution.
Accelerate our focus on Customer-centric Value as we evolve business models from prepaid annual to consumptive models accommodating enterprise commitments.
Source and engage with external delivery partners, globally, in delivering the expanded services catalog and projects in general, on time and to budget.
Define, manage and optimize a globally consistent, proactive and cross-functionally aligned customer success operating model and practices, leading to consistent customer value realization, by design.
Achieve success measure and KPI’s on Services P&L responsibilities and NPS.
What you will bring:
15+ years experience in a leadership role leading high-performing, global front-office teams.
15+ years experience in a Telco Sales or Services leadership role.
Experience and tenacity in driving transformational change through a large, global organization.
Demonstrated ability to lead a distributed, multicultural, diverse organization in a Global/Geo matrixed environment.
Excellent customer facing skills and ability to engage with customers and partners at the most senior levels (up to and including CXO).
Demonstrated ability to team with external partners and the ecosystem to develop win-win relationships that keep the best interest of the customer at heart, while scaling the business at the market level.
Possess a combined background of customer success, services, partner and sales experience, with a track record in financial and full P&L management.
Exceptional operational leadership experience demonstrating ability to successfully drive business growth and program delivery.
Empathy for customers, partners and a passion for driving revenue and growth.
Have an analytical and process-oriented mindset.
Outstanding communication skills, both oral and written, with excellent presentation skills.
Customer service focus, including the ability to deliver multiple priority projects with high customer and partner satisfaction in a rapidly changing environment.
Deep financial and operational understanding of value drivers in recurring revenue business models.
Bachelor's degree in a technology or an analytical discipline. MBA preferred.
English, and ideally other required language skills.
About Red Hat
Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.
Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from different backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions that compose our global village.
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