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Managed Services, Delivery Manager

Citrix

This is a Full-time position in Hillsboro, OR posted August 19, 2021.

What were looking for: Do you have customer relationship management experience with large enterprise customers?

Are you are a self-starter with experience in performance planning, business process re-engineering, defining/developing indicators, and performance scorecards?

This position can be remote.

Position Summary We in Citrix Managed Services (CMS) support, run, report, and supervise our Citrix production environment(s), we bring to bear our experience, technical knowledge, and ITIL expertise.

Our team is responsible for providing reactive, proactive, and preventative services, serving as trusted advisors who understand our customers’ environments and work as an extension of their IT Operations team.

In practice, CMS is primarily responsible for delivering the following operational services in our production environment(s): Incident management – resolve incidents received (in alignment with SLA’s) and/or that were built to address alerts from the monitoring system.

Change management – attend weekly customer change review board meetings, write/submit change tickets, perform changes during customer change windows (typically after-hours).

Problem management – analyze customer’s incident history to resolve if any trends/patterns represent an underlying problem and if so work with the customer to initiate an effort to address.

Event management – investigate alerts received and resolve accurate actions to address these alerts.

Request fulfillment – fulfill Citrix-related service requests received from the customer.

Environment management – functions include handling/coordinating Citrix technologies and components within the production environment, updating Citrix environment documentation, applying approved firmware and patch updates to Citrix components, assessing the health of and making recommendations to optimize the Citrix platform, and providing Citrix thought leadership.

Reports – deliver weekly, monthly, and quarterly reports containing key ticketing system metrics and other information relevant to decision-making.

Responsibilities Responsible for and coordinates CMS portfolio of accounts, accountable for delivering technical account management, understanding customer goals, identifying and defining successes and challenges, developing and executing success blueprints, and facilitating issue resolution.

Engages the customer when vital (primarily at the partner executive levels) to serve as a point of escalation for incidents that require urgent action, lead difficult conversations regarding critical information, push back on requests to increase the scope, and head off potential problems.

Ensures delivery costs are within or better than the delivery costs committed within the approved Citrix account model.

Develops a customer-centric culture within CMS of continuous improvement and innovation.

Function as “the face” of CMS within the local geography.

Visits customers as needed to ensure renewals are secured and gain feedback on CMS’ quality of service.

Aligns tightly with sales team around serving customer’s needs, fulfilling expectations set in the sales cycle, and maintaining close customer relationships particularly with partners.

Drive timely resolution of customer issues and ensures high levels of customer happiness with Citrix products and services.

Demonstrate supervisory and leadership experience to guide a team as appropriate: Leads by example and “sets the tone” for what is expected.

Is self-aware of what his/her own actions are presenting.

Has patience to allow events to play out – but acts with vitality when needed.

Empathizes with those involved to understand/consider all perspectives.

Recognizes others and put yourself in the line of fire when things go wrong.

Focuses on team success over individual/personal success.

Develop a technical sales foundation with a good understanding of the Citrix Professional Services methodology and consultative selling motions.

Develop a foundational (basic) understanding of the components of the Citrix product portfolio and how they are managed in a production environment.

Basic Qualifications Bachelors Degree in business and/or technology-related field(s).

7 years of leadership and management experience related to managed services and/or information technology.

Technical team leadership desired.

Prior experience with people management and mentorship in a direct and/or matrix reporting capacity.

Acquire foundational certifications in ITIL within the first 6 months (if not already in possession).

Excellent multi-tasking, planning, relationship-building, communication, and self-management skills.

Positive customer service
– and team-oriented demeanor.

Willing to travel if/when vital to customer sites, internal initiatives, etc.

(primarily in-geo).

Preferred Masters Degree in business and/or technology-related field(s).

Certifications such as ITIL or Six Sigma Black Belt – need to be proficient in the concepts and practices of these formal management models, and experienced operating/“speaking the language” of these models.

Technically savvy, comfortable discussing high-level technical concepts, and capable of relating them to trade-offs regarding time/resources/quality within a managed service offering.

Formal experience in leading a portfolio, delivering and selling (include contract negotiations) led services with enterprise customers.

Proficiency with practical application of ITIL processes/procedures and leading practices.

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