Senior Manager, Customer Support & Services Technology

Requisition Number: 201985

External Description:

The Senior Manager, Customer Support & Services, reporting to the Senior Director of Information Technology Services (ITS) Applications, will be accountable for the application ecosystem supporting Teradata’s customer support & services (CSS) organization. Teradata (including ITS and CSS) are under-going transformational change of the organization, processes, and systems. Processes are being aligned with best practices and a legacy, home-grown, on-premise case management system and associated boundary systems are being replaced with a best-in-breed SaaS platform. We desire an experienced technology leader and change catalyst to help drive us forward in this important space.

Essential Duties & Responsibilities

• Accountable for the architecture, design, development, quality, and delivery of Teradata’s customer support & service application ecosystem, including case management, knowledge management, etc. You are empowered to own this space!
• Recruit, develop, and retain a world-class team of CSS technology professionals. Yes, that means your team is growing and you get to hire!
• Take to the next level an existing strong partnership with CSS leadership. Do you believe in good to great? How about great to world-class?
• Manage application roadmaps and associated backlogs. That’s right, these are typically product management functions. Your team will partner with the business to define priorities and then deliver.
• Advocate for your systems by defining non-functional initiatives to migrate to SaaS, retire redundant applications, remediate tech debt, refresh outdated technology, and improve high availability and disaster recovery. Not all requirements come from the business.
• Partner with the business, other application leaders, operations, vendors, and managed service providers to deliver on commitments. It really does take a village to deliver an ecosystem. There are a lot of dependencies between applications, so you’ll need to manage up, out, and down to deliver. And delivery is your highest priority!
• Continuously improve work processes within your team and between ITS teams. The silos are coming down!
• Work with our managed service provider to facilitate on-boarding of new applications into the scope of the managed services agreement. Consider the MSP to be an extension of your engineering team; keep what is core and leverage the MSP for context.
• Partner with the Service Delivery Manager to manage the business relationship with application software vendors including new licenses, renewals, maintenance agreements, statements of work, invoices, etc.

 

Qualifications and Experience

• Minimum 10+ years of customer support & service technology leadership experience (including 5+ years at the Manager level) in a complex global organization with a large customer support & service footprint.
• Success using agile principles to deliver great business outcomes through technology in the CSS space.
• Leading the implementation of a customer service & support platform in the cloud, e.g., ServiceNow.
• Experience with a variety of application hosting models, including on-premise, vendor cloud, public cloud, and SaaS.
• Demonstrated experience managing diverse resources focused on delivering great engineering outcomes, including: architects, solution designers, business systems analysts, and software engineers.
• Demonstrated experience working with a managed service provider to partner on delivery.
• Demonstrated experience with global teams.
• Proven ability to continuously improve outcomes and processes.
• Strong written, verbal, and listening communication skills: articulate and effective communicator and presenter, able to describe complex problems and solutions in understandable terms; ability to frame communications to a diverse set of stakeholders.
• Proven change leadership skills; challenges traditional way of doing things; influences across the organization, effectively leading change, originating ideas, and championing and gaining commitment.
• Experience influencing, and presenting to, senior IT and business stakeholders.
• Effectively use data to make better decisions.
• Ability to establish and manage priorities in a fast-paced environment.
• Proven ability to execute swiftly without compromising quality.
• Exhibits acute business acumen and understanding of organizational issues and challenges.

Education & Special Training

• Bachelor’s degree in Computer Science (CS), Computer Information Systems (CIS), Management Information Systems (MIS), or equivalent, required.
• Master's degree in CS, CIS, MIS, or related disciplines, or MBA, is preferred.

*Our total compensation approach includes a competitive base salary, 401(k), strong work/family programs, and medical, dental and disability coverage.

Teradata is an Equal Opportunity/Affirmative Action Employer and commits to hiring returning veterans.

CountryEEOText_Description: Teradata invites all identities and backgrounds in the workplace. We work with deliberation and intent to ensure we are cultivating collaboration and inclusivity across our global organization. ​ We are proud to be an equal opportunity and affirmative action employer. We do not discriminate based upon race, color, ancestry, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related conditions), national origin, sexual orientation, age, citizenship, marital status, disability, medical condition, genetic information, gender identity or expression, military and veteran status, or any other legally protected status.

City: San Diego

State: California

Community / Marketing Title: Senior Manager, Customer Support & Services Technology

Job Category: IT

Company Profile:

Our Company

At Teradata, we believe that people thrive when empowered with better information. That’s why we built the most complete cloud analytics and data platform for AI. By delivering harmonized data, trusted AI, and faster innovation, we uplift and empower our customers—and our customers’ customers—to make better, more confident decisions. The world’s top companies across every major industry trust Teradata to improve business performance, enrich customer experiences, and fully integrate data across the enterprise.

LinkedIn Remote:

Location_formattedLocationLong: San Diego, California US