Service Delivery Manager

📋 Description

• • As a Services Delivery Manager at Cloudera, you will be a pivotal member of the EMEA Professional Services Project Management Office (PMO) delivery team, playing a crucial role in orchestrating people and processes to drive significant value and ensure customer success.
• • You will be instrumental in building and nurturing strong customer relationships, ensuring projects are meticulously planned, executed on time, and within budget, and contributing to the growth of Cloudera's Professional Services business.
• • Your responsibilities will extend to managing the entire lifecycle of professional services engagements, from initial scoping and contract closure to successful project completion and client satisfaction.
• • You will engage closely with a diverse customer base across the EMEA region, acting as a trusted advisor and primary point of contact for their professional services needs.
• • Collaboration with internal sales teams, including Account Managers and Solutions Engineers, will be key to understanding customer requirements and developing tailored service offerings that align with their strategic objectives.
• • A significant part of your role will involve defining, scoping, and actively selling Cloudera's comprehensive Professional Services portfolio, identifying opportunities to expand our engagement and deliver greater value.
• • You will be responsible for the preparation of detailed Statements of Work (SOWs) and Change Orders, ensuring they are accurately documented and ready for review by legal and operations teams.
• • Leading services engagements means you will act as the single point of contact for customers, providing expert guidance and coaching to customer project managers throughout their journey with Cloudera solutions.
• • You will meticulously manage the overall engagement budget, ensuring financial objectives are met while delivering exceptional service quality.
• • Proactive planning and accurate forecasting of our resourcing needs will be essential, requiring close collaboration with the resourcing function to ensure the assignment of appropriately skilled professionals to each customer engagement.
• • Implementing and maintaining the appropriate level of project governance for each engagement will be critical to ensuring alignment between Cloudera's tasks and activities and the customer's strategic goals.
• • You will serve as a vital conduit between the customer and other Cloudera departments, including Support and Engineering, facilitating seamless communication and issue resolution.
• • This role demands a proactive, self-starter mentality coupled with a collaborative approach to problem-solving, ensuring that challenges are addressed efficiently and effectively.
• • You will be expected to maintain excellent customer relationship management, including adeptly handling escalations and actively participating in executive steering meetings to provide project updates and strategic direction.
• • A strong foundational knowledge of the IT domain is required, enabling you to understand the technical landscape and effectively communicate with technical stakeholders.
• • You will leverage your excellent knowledge of software implementation and project/program management methodologies to drive successful project outcomes.
• • Your strong verbal, written, and presentation communication skills in English will be essential for interacting with a global team and diverse customer base.
• • The ability to travel up to 10-20% as needed will be required to support customer engagements across the EMEA region.
• • You will contribute to the growth and success of Cloudera's Professional Services by ensuring high levels of customer satisfaction and repeat business.
• • This role offers the opportunity to work with cutting-edge data management and analytics technologies, contributing to the digital transformation of some of the world's largest enterprises.
• • You will be part of a dynamic and supportive team within the EMEA PMO, fostering a collaborative and results-oriented work environment.
• • Your expertise will directly impact customer adoption and success with Cloudera's innovative solutions.