Manager, Service Delivery Enhanced Services

F5•Seattle, AZ

12d•Hybrid

About The Position

At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation. Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive. F5 Enhanced Services (ES) is the customer support for our Fortune 500 customers that support of F5’s groundbreaking application delivery technology. You will have the privilege of leading a team of service delivery managers who masterfully orchestrate support (reactive & proactive) in the most complex environments with highest profile accounts. The Manager for Service Delivery Management is an inspirational leader that brings passion, clarity, alignment to our most complex customer issues and assists in driving program improvements. The successful manager has the experience and skills to lead by instilling a growth mindset across their team. Every single day brings a wide variety of customer technical problems and multifaceted dilemmas, requiring refined judgment and discretion. During sensitive customer engagements, we look to you to facilitate communication and navigate the customer situation, enabling service delivery managers to do what they do best. The leadership that you'll provide during these sensitive and high-profile customer engagements is highly valued across our customer base and throughout our company. As trusted advisers and subject matter authorities, the business often depends on ES to build and train new processes and workflows. Some of the most innovative programs produced by our Enhanced Services team have been powered by ES service delivery managers and leaders, who are constantly working way outside of the box. Successful ES managers are thought leaders who understand how to empower their engineers to make sound judgments and bring valuable contributions to the business according to their individual strengths. You'll interact with global support organizations inside ES and within Global Support to provide leadership in addressing critical operational concerns and strategic endeavors. We'd like you to act as a communication conduit, providing crucial information to various departments and individuals across the organization, collaborating with other groups to achieve stellar success. What will you do?

Requirements

Show us a consistent track record in leading highly-skilled customer facing support employees (service delivery managers)
Work in a multifaceted, matrix-managed environment across local, regional, and global offices
Provide a strong focus on customer satisfaction
Understanding case management ticketing systems and workforce management programs are a plus
Experience running advanced enterprise customer situations relating to Support and System availability
Relay complex technical issues to a wide range of audience
Communicate fluently in English (written and oral)
Ability to work in a highly-collaborative team environment
This position requires an ambitious and proactive individual who can think creatively both in an individual situation as well as in team brainstorming opportunities.
Must be capable of comprehending technical information-- our products, technologies, market space, and be able to communicate that information optimally to customers and coworkers.
Must be able to handle sensitive customer issues professionally
Showcase 12 years management experience preferred with fortune 100 customers
Hold a BA/BS Degree or equivalent
Duties are performed in a normal office environment while sitting at a desk or computer table.
Duties require the ability to utilize a computer, communicate over the telephone, and read printed material.
Duties may require being on call periodically and working outside normal working hours (evenings and weekends).
Regular travel is required and being able to represent F5 in complex customer facing meetings and relationship building.
Duties may require the ability to travel via automobile or airplane, approximately 5% -10% of the time spent traveling

Nice To Haves

Experience in a technical support role a plus

Responsibilities

Lead a team of service delivery managers to delivery the best customer experience possible.
Coach, grow & develop talent that can take the organization to the next level.
Leverage qualitative & quantitative insights to make informed decisions / improvements / strategy that leverage data to show impact.
Manage customer interaction by coordinating communication internally and externally and directing issues to resolution for your assigned accounts.
Liaise with Product Development teams on customer found issues and partner concerns
Provide data and feedback relative to new products/technologies and development roadmap and customer insights.
You will provide supervision of exempt staff. This includes but is not limited to, conducting performance evaluations, approving paid time-off (PTO), assigning or delegating work, providing on-the-job training, mentorship to staff, conducting performance improvement plans, taking disciplinary action, and interviewing candidates for open positions.
Originate and/or oversee efforts to increase case / customer management efficiencies, introduction of new tools, processes and systems with other global ES team members.
Perform as coordination focal point for both team members, management
Perform regular one-on-ones with direct reports
Review reporting and ensure team goals are being met
Human Resources focal point for employees
Coordinate paid time-off (PTO)
Lead all aspects of a quality internal training to ensure highest-level customer & technical abilities and assure support coverage
Training, assigning or delegating work. Providing on-the-job training, giving guidance to staff
Conducting career development plans, performance improvement plans, taking disciplinary action
Participate in interviewing candidates for open positions