Job Category: Customer Success Group
Job Details: EMEA PMO Operations Senior Manager - Global Services
Flexible location in EMEA: London, Paris, Amsterdam, Munich, Milan, Madrid.
Department Description: The Salesforce Professional Services Global Delivery organization (GD) is a new organization created to support high-quality delivery across the globe as Salesforce grows. To deliver on this promise, GD's four inter-related functions work together to support a rapidly growing professional services. These four functions are:
Delivery Innovation: Determine what great looks like, serves as part of new product introduction, and works closely with the GPC and others to make it available to the rest of Global Services.
Talent Development: Attract, develop and retain talent needed to support the professional services work we sell today and over a multi-year horizon.
Global Delivery Hubs: Create delivery scale for the organization across multiple dimensions in a consistent manner.
Delivery Governance: Ensure we exceed customer expectations by delivering high quality, consistently using agreed upon methods, tools, and assets.
Location: Paris, Munich, London or other major European cities
Role Description: We are looking for a professional services leader that has experience managing risk across a complex portfolio of program/project delivery. As a member of the Delivery Assurance function within Delivery Governance, you will be responsible for working with teams in each of our operating units or markets to verify that our client services work is being delivered as expected and that client satisfaction is high throughout the course of the engagement. Where it is not, you will help create corrective plans.
As a member of the Delivery Assurance team, you will be responsible for:
Helping to define a comprehensive delivery assurance framework that covers the complete engagement lifecycle. The framework should be leveraged for all engagement types in all of our operating units and markets.
Executing against teaming agreements that specify the roles and responsibilities (RACI) for the Delivery Assurance team members and our in market delivery leadership teams.
Collecting and acting upon a robust set of measures that demonstrate project and customer health and accompanying dashboards.
Engaging with delivery leaders in each of our markets.
Identifying and sharing positive and negative delivery trends with other leaders in Global Services as appropriate.
Working closely with the Customer Success team on engagements as required.
This role reports to the Senior Director of Delivery Assurance.
Your Impact: Clients expect exceptional quality from Salesforce products and services. We do not have the option to under deliver. Success in this role will be measured by the overall quality we are able to deliver as a professional services team, measured by client satisfaction, bid vs delivered margin, and total time engagements spend in non-green status. As a member of this team, you will execute against the plans the team develops. You will have the opportunity to work closely with the extended leadership team of Salesforce Professional Services on a regular basis.
Minimum Requirements:
7+ years of experience driving results across large company/multi-functions.
7+ years of work experience in a leadership position in consulting / professional services.
7+ years of work experience in software related professional services.
Experience with delivery governance and large scale program quality assurance and processes.
Strong business acumen, strategic thinking, and analytical skills.
Ability to think strategically as well as the ability to handle details.
Action-oriented and results-driven.
Strong organizational and management skills to manage multiple projects, responsibilities, and staff.
Proven ability to influence cross-functional teams without formal authority.
Exceptional relationship-building skills demonstrated by ability to grow and nurture relationships with internal stakeholders.
High energy and passion for the job.
Bachelors' degree or equivalent experience.
Preferred Requirements:
Significant experience leading professional services engagements related to Salesforce platform.
Domestic and International experience running global professional services team(s).
MBA and technical disciplines.
Operational and financial management experience.
About Salesforce: Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world. Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality.
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