Leader, Customer Delivery

**Services Delivery Manager**

**About Us**

**About the Role**

The Services Delivery Manager is a key people manager role in the post-sales organization which is responsible for ensuring customers realize the full value of their investment in our technology. You will be managing a team of talented and experienced consultants and solutions architects with deep knowledge of AppDynamics and the surrounding technology landscape.

You will exemplify these traits
- Curious - Have desire to truly and intimately understand our customer's business problems
- Creative - In finding a sustainable path to yes
- Partnership - To both the customer and to our colleagues outside of services organization
- Technology First Mindset - We sell software for technologists and we speak their language
- Empathetic - Connect at a human level with our customers and be able to walk in their shoes

**Key responsibilities (What Do You Do?)**
- Build the best in class technical services delivery team consisting of consultants and solution architects
- Recruit, onboard, train and develop consultants and architects, as well as retain them by fostering supportive and collaborative team culture
- Partner with the sales and other services teams to scope new opportunities and plan delivery
- Develop professional services delivery practice through the creation of repeatable processes and implementation best practices
- Own and manage the overall health and long-term services strategy for customer accounts in the region
- Deliver services sales and revenue targets for the region
- Effectively manage field escalations and collaborate with various stakeholders to develop positive outcomes
- Be the player-coach and provide ongoing support to team members during customer engagements
- Foster collaboration with our product, support, and engineering teams and provide feedback from the field on features and functionality

**Critical Experiences (What experiences do you Need?)**
- Masters in Computer Science or similar technical field
- 10+ years of relevant technical experience, or 5+ years on AppDynamics products
- Excellent people management track record. Be an extraordinary leader who can quickly gain the trust of very highly skilled technical team members
- Previous experience as a technical or pre-sales Consultant for an enterprise software company or for a recognized consultancy firm
- Excellent customer interaction and presentation skills (ability to present to different audiences and bring the message across in a concise, professional manner)
- Adopts a consultative and prescriptive approach that inspires trust and confidence
- Effectively facilitates workshops and meetings (design thinking experience is a plus)
- Expert, hands-on level experience (2+ years) in at least three of the following technical domains- SDLC practices including Agile practices, DevOps and CI/CD strategies
- IT Operations (NOC or similar)
- Performance Engineering/Testing
- Virtualization and/or Containerization (Kubernetes, Docker, etc)
- Cloud technologies (Azure, AWS, etc)
- Application Performance Management
- Application Development
- Enterprise Operating Systems
- Database Technologies
- Enterprise Servers and Network Technologies
- Experience with JavaScript (JQuery, Dojo, AngularJS, etc)
- Java (to include J2EE) Stack Technology Proficiency and Awareness
- .Net Technology Proficiency and Awareness
- ITIL, TOGAF certifications a plus
- Strong command of the English and either Spanish or Protuguesse language (written and spoken)