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    Senior Manager, Service Delivery - United Kingdom - GitHub, Inc.

    GitHub, Inc.
    GitHub, Inc. United Kingdom

    1 week ago

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    Description

    About GitHub

    As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code.

    Locations In this role you can work from Remote, United Kingdom

    Overview

    GitHub is seeking a Senior Manager for Service Delivery for our Expert Services team reporting to the Director of EMEA. This position manages a team of Services Delivery Engineers and works closely with the Director, Engagement Managers and Project Managers to provide excellent customer service to our customers, as well as serve as a liaison to internal teams. This is a remote position that will be focused on supporting engagements in a specific geo/vertical.

    The Senior Manager for Service Delivery plays a pivotal role in maintaining customer satisfaction by facilitating exceptional service from commencement to completion of service deliveries. This role is the liaison between internal teams and services sales, with a primary focus on stakeholder alignment and unblocking throughout the entire services process. In addition, they are responsible for managing a team of services engineers and helping them continue to grow and build their skills in GitHub. This role also works closely with the Resource Manager role to ensure their engineers are staffed on engagements that meet their respective skill sets. The Enterprise Services Delivery Manager is also focused on ongoing process improvement and operations flow specific to engagements to maintain a scalable, repeatable business.

    Responsibilities
    • Partner closely with the regional Sales, Support, and Customer Success teams to service their business in-market.
    • Work with the Resource Manager to schedule and plan a large volume of engagements in the Enterprise space.
    • Collaborate with field services sales to understand customer needs so that Expert Services delivery can exceed expectations.
    • Reliably and consistently provides great customer experiences by scheduling engagements on time with appropriate resources. Manage customer communication with regards to scheduling and sentiment.
    • Develop and leverage a deep understanding of GitHub Services offerings in order to assign and schedule effectively.
    • Collaborate cross-regionally for optimized scheduling, delivery, and process fidelity.
    • Attend customer kick-off calls, build customer rapport, and garner customer feedback via satisfaction related surveys.
    • Contribute to weekly internal engagement reports that provide insight into team accomplishments specific to customer engagements.
    • Be the primary point of contact for the Services Delivery team when it comes to delivery expectations, customer context, or sales.
    • Ensure customer engagement issues are resolved in a fast and professional manner.
    • Work closely with operations teams on forecasting, reporting, assignment allocation, and process improvements.
    • Help standardize and optimize the engagement process flow.
    • Maintain a bias to act towards improving existing processes and communications.
    • Possess a deep knowledge of best practices when it comes to strategic delivery and customer satisfaction, executing in effective ways across complex projects.
    • Work with operations to build solutions for scheduling, time tracking, and engagement visibility.
    • Conduct partner alignment meetings and ensure partners understand their roles and responsibilities for co-delivered engagements.
    • Effectively develop and mentor team members to build broad and deep bench strength in the skills needed to manage and scale delivery needs.
    • Assist in recruitment, management, and onboarding of new team members.
    • Be a secondary support to the Project Management function.
    • Be a secondary support to operations reporting.
    Qualifications

    Required Qualifications:

    • Experience in a professional services, technology delivery, or software implementation operations role
    • Experience working in a customer-facing role
    • Experience working with partners on subcontracting, co-delivering, and services engagement oversight
    • Experience helping solve the problems of GitHub customers

    Preferred Qualifications:

    • Experience working for a technology vendor in the DevOps, DevSecOps or Developer AI industry in an operations or project management capacity
    • Basic awareness of software development vocabulary and technical aptitude to learn basic Git and GitHub vocabulary
    • Excellent follow-up on action items with a get-it-done positive attitude in a fast-paced, frequently changing environment
    • Excellent communication skills, both verbal and written

    GitHub values

    • Customer-obsessed
    • Ship to learn
    • Growth mindset
    • Own the outcome
    • Better together
    • Diverse and inclusive

    Manager fundamentals

    • Model
    • Coach
    • Care

    Leadership principles

    • Create clarity
    • Generate energy
    • Deliver success
    Who We Are GitHub is the world's leading AI-powered developer platform with 100 million developers and counting. We're also home to the biggest open-source community on earth (and 99% of the world's software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub.
    Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond).
    At GitHub, our goal is to create the space you need to do your best work. We're remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms.
    Join us, and let's change the world, together.
    #J-18808-Ljbffr
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