国际服务交付主管
Director of Service Delivery, Internationals
描述
关于CTERA
CTERA是混合云数据平台解决方案的全球领导者，使企业能够安全地管理、保护和移动跨边缘位置和云环境的文件服务。
被世界上一些最大的组织所信赖，CTERA将企业级安全性和云原生文件服务的简便性相结合。
职位概述
CTERA正在寻找一位高度技术型、亲力亲为的国际服务交付总监，负责领导我们在EMEA和APAC地区的服务交付团队。
汇报对象：全球服务副总裁
该职位负责领导一个大约六人的服务交付工程师团队，同时密切参与客户交付和运营执行。
我们正在寻找一位喜欢培养团队、直接与客户互动，并通过技术专长和实际领导力推动成功结果的领导者。
理想的候选人能够在客户项目中保持高度可见性，主动缓解风险，并通过运营卓越、技术领导力和跨职能协作确保客户满意度。
要求
- 在企业软件或SaaS公司中拥有8年以上专业服务或服务交付经验。
- 拥有3年以上领导技术型服务交付或专业服务团队的经验。
- 有在面向客户的的技术环境中管理团队的经验。
- 在企业基础设施、混合云、存储、备份、文件服务、网络、虚拟化、网络安全或相关企业技术方面有扎实的技术背景。
- 有领导复杂企业客户实施项目的成功经验。
- 有与大型企业客户合作的经验，并理解企业交付方法论。
- 有在快节奏、高增长的技术公司工作的经验，适应性、责任感和执行力是关键。
- 能够在战略领导与日常运营管理之间取得平衡。
- 强大的项目管理、组织和优先级排序能力。
- 出色的客户沟通和高管演示能力。
- 有处理客户升级并推动成功结果的经验。
- 有构建和优化运营流程的经验。
- 有使用AI工具如ChatGPT、Microsoft Copilot、Claude、Gemini或类似技术提升生产力、文档编写等的实际操作经验。
查看英文原文
Description
About CTERA
CTERA is the global leader in Hybrid Cloud Data Platform solutions, enabling enterprises to securely manage, protect, and mobilize file services across edge locations and cloud environments.
Trusted by some of the world's largest organizations, CTERA combines enterprise-grade security with the simplicity of cloud-native file services.
Position Overview
CTERA is seeking a highly technical, hands-on Director of Service Delivery- Internationals to lead our Service Delivery organization across EMEA and APAC.
Reporting to : VP of Global Services
This role is responsible for leading a team of approximately six Service Delivery Engineers while remaining closely involved in customer delivery and operational execution.
We are looking for a leader who enjoys developing teams, engaging directly with customers, and driving successful outcomes through a combination of technical expertise and practical leadership.
The ideal candidate maintains strong visibility across customer engagements, proactively mitigates risks, and ensures exceptional customer satisfaction through operational excellence, technical leadership, and cross-functional collaboration.
Requirements
- 8+ years of experience in Professional Services or Service Delivery within an enterprise software or SaaS company.
- 3+ years of experience leading technical Service Delivery or Professional Services teams.
- Experience managing teams in a customer-facing technical environment.
- Strong technical background in enterprise infrastructure, hybrid cloud, storage, backup, file services, networking, virtualization, cybersecurity, or related enterprise technologies.
- Proven experience leading complex enterprise customer implementations.
- Experience working with large enterprise customers and understanding enterprise delivery methodologies.
- Experience working in fast-paced, high-growth technology companies where adaptability, ownership, and execution are essential.
- Comfortable balancing strategic leadership with day-to-day operational involvement.
- Strong project management, organizational, and prioritization skills.
- Exceptional customer-facing communication and executive presentation skills.
- Proven ability to manage customer escalations and drive successful outcomes.
- Experience building and improving operational processes.
- Hands-on experience using AI tools such as ChatGPT, Microsoft Copilot, Claude, Gemini, or similar technologies to improve productivity, documentation, reporting, and customer communication.
- Experience leading geographically distributed teams.
- Willingness to travel internationally as required.
Responsibilities
- Lead and mentor the Professional Services team while remaining hands-on in customer delivery.
- Actively participate in complex implementations, migrations, upgrades, and strategic customer projects.
- Serve as the executive escalation point for critical customer engagements.
- Maintain end-to-end visibility across all customer projects, proactively managing risks, blockers, resources, timelines, and customer satisfaction.
- Partner closely with Support, Customer Success, Sales, Product Management, and R&D to ensure successful delivery outcomes.
- Build trusted relationships with enterprise customers and provide strategic guidance throughout the delivery lifecycle.
- Coach engineers on technical and customer-facing challenges while driving execution excellence.
- Establish and continuously improve scalable delivery processes, governance, methodologies, and implementation standards.
- Track and optimize key delivery metrics, including project success, utilization, CSAT, quality, and time-to-value.
- Leverage and promote AI-driven capabilities to enhance project management, customer communications, documentation, reporting, knowledge sharing, and operational efficiency.
- Develop dashboards and reporting that provide actionable visibility into project status, customer health, delivery performance, and operational metrics.
- Foster a culture of ownership, accountability, collaboration, continuous improvement, and customer-centricity.
Originally posted on Himalayas