Managed Services Delivery Manager

Company: Citrix Systems
Location: Fort Lauderdale
Posted on: September 13, 2020

Job Description:

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!

Managed Services Delivery Manager What we're looking for: You have customer relationship management experience with large/complex enterprise customers. You are a self-started with experience in strategic planning, business process re-engineering, defining/developing KPI’s, and performance scorecards.

Position Summary

Citrix Managed Services (CMS) supports, manages, reports, and monitors our customers’ Citrix production environment(s), leveraging our experience, technical knowledge, and ITIL expertise. Our team is responsible for providing reactive, proactive, and preventative services, serving as trusted advisors who understand our customers’ environments and work as an extension of their IT Operations team. In practice, CMS is primarily responsible for delivering the following operational services in our customers’ Citrix production environment(s):

Incident management – resolve incidents received from the customer (in alignment with SLA’s) and/or that were created to address alerts from the CMS monitoring system.

Change management – attend weekly customer change review board meetings, write/submit change tickets, perform changes during customer change windows (typically after-hours).

Problem management – analyze customer’s incident history to determine if any trends/patterns represent an underlying problem, and if so work with customer to initiate an effort to address.

Event management – investigate alerts received from the CMS monitoring system and determine proper actions to address these alerts.

Request fulfillment – fulfill Citrix-related service requests received from the customer.

Environment management – functions include managing/administering Citrix technologies and components within the production environment, updating Citrix environment documentation, applying approved firmware and patch updates to Citrix components, assessing the health of and making recommendations to optimize the Citrix platform, and providing Citrix thought leadership.

Reports – deliver weekly, monthly, and quarterly reports containing key ticketing system metrics and other information relevant to decision-making.

The CMS Service Delivery Manager is responsible for managing a portfolio of accounts, including the abovementioned services, meeting all SLA’s and KPI’s. Assisting Services Sales teams with CMS business development activities, managing the business of CMS to achieve its target financial goals, and finding ways to leverage CMS to influence achievement of Citrix’ corporate objectives. As such, the CMS Global Delivery Manager should possess:

Formal experience in owning a portfolio, delivering and selling (include contract negotiations) managed services with enterprise customers.

Fluency with reviewing team financial statements to identify and address risk areas to the business.

An ability to define team goals in line with tactical and strategic objectives, and then measure and oversee a large team to accomplish those goals.

An ability to work with senior organizational leaders/peers to compel and implement desired business outcomes.

Able to identify when additional people/talent is needed, drive recruitment/hiring (working with HR), and cultivate professional growth within the team.

Proficiency with practical application of ITIL processes/procedures and leading practices.

Responsibilities

Responsible for and oversees CMS portfolio of accounts, accountable for delivering technical account management, understanding customer goals, identifying and defining successes and challenges, developing and executing success blueprints, and facilitating issue resolution.

Engages the customer when necessary (primarily at the stakeholder executive levels) to serve as a point of escalation for incidents that require urgent action, lead difficult conversations regarding sensitive information, push back on requests to increase scope, and head off potential problems.

Ensures delivery costs are within or better than the delivery costs committed within the approved Citrix account model.

Develops a customer-centric culture within CMS of continuous improvement and innovation. Function as “the face” of CMS within the local geography. Visits customers as needed to ensure renewals are secured and gain feedback on CMS’ quality of service.

Aligns tightly with sales team around serving customer’s needs, fulfilling expectations set in the sales cycle, and maintaining close customer relationships particularly with stakeholders.

Responsible for the delivery of CMS commitments to customers and ensuring an overall high level of customer satisfaction (NPS) across CMS services. Ensures teams are establishing clear and open lines of communications with our enterprise customers and implements an appropriate account governance model.

Demonstrate supervisory and leadership experience to guide a team as appropriate: Leads by example and “sets the tone” for what is expected.

Is self-aware of what his/her own actions are communicating.

Has patience to allow events to play out – but acts with urgency when needed.

Empathizes with those involved to understand/consider all perspectives.

Recognizes others when things go right and puts self in line of fire when things go wrong.

Focuses on team success over individual/personal success.

Develop a technical sales foundation with good understanding of the Citrix Professional Services methodology and consultative selling motions. Develop a foundational (basic) understanding of the components of the Citrix product portfolio and how they are managed in a production environment.

Basic Qualifications

Bachelor's Degree in business and/or technology-related field(s).

7+ years of leadership and management experience related to managed services and/or information technology. Technical team leadership desired.

Prior experience with people management and mentorship in a direct and/or matrix reporting capacity.

Obtain foundational certifications in ITIL within first 6 months (if not already in possession).

Excellent multi-tasking, planning, relationship-building, communication, and self-management skills.

Positive customer service- and team-oriented attitude.

Willing to travel if/when necessary to customer sites, internal initiatives, etc. (primarily in-geo).

Preferred

Master's Degree in business and/or technology-related field(s).

Certifications such as ITIL or Six Sigma Black Belt – need to be fluent in the concepts and practices of these formal management models, and experienced operating/“speaking the language” of these models.

Technically savvy, comfortable discussing high level technical concepts and capable of relating them to trade-offs regarding time/resources/quality within a managed service offering.

What you’re looking for: Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It’s a simple philosophy that guides everything we do — including how we work. If you’re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.

Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.

Functional Area: Customer Success Management About us: Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we’re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You’ll enjoy our workstyle within an incredible culture. We’ll give you all the tools you need to succeed so you can grow and develop with us.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at ASKHR@citrix.com  for assistance.

If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

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Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at AskHR@citrix.com for assistance.

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Keywords: Citrix Systems, Fort Lauderdale , Managed Services Delivery Manager, Other , Fort Lauderdale, Florida