About the Opportunity

As the leader of Customer Support & Services (CS&S) Cloud Operations team, you will focus on executing key initiatives aligned with the Teradata’s goals and strategic roadmap. The  CS&S Cloud Operations organization leads support and services operations efforts with a focus on deployment of modern processes, architecture and technologies utilized in the delivery of services for increased automation, intelligence, and scale.   Deploying industry-leading best practice processes, best-in-class tools, and radically simplified service delivery across multiple services organizations within Teradata, Cloud Operations standardizes and integrates people, processes, and technology for delivery across Teradata’s on premises and cloud deployment models, enabling a best-in-class integrated customer experience. 

This role will be responsible for actively working with matrixed management at all levels to facilitate effective cross-organizational planning and communications. This will require the development or refinement of related people, processes, procedures, and governance required to operate and execute programs and projects successfully in a global environment. Additionally, the candidate will be required to build relationships across the company to ensure proper engagement, ownership and business requirements are established. The candidate should possess superior communication and collaboration skills with an ability to engage at all levels of the global organization.

The successful candidate will: 1) Be accountable for managing and reporting on initiatives, 2) Ensure governance, common metrics, schedule adherence, budget achievement and benefits realization, 3) Communicate with key business stakeholders to ensure solutions meet business requirements and are aligned to the strategy, 4) Identify cross-project interdependencies, risks and business change impacts, 5) Lead regular project reviews with the appropriate audience driving accountability and quality assurance, and 6) Interface with key stakeholders across Teradata.

Key Responsibilities:

• Standardize processes by leveraging industry best practices to simplify and integrate the user experience across both cloud and on-premises deployment models.
• Standardize tools and technologies across both cloud and on-premises deployment models , ensuring we have the best-in-class tools to support our customers, and removing duplicative tools.
• Standardize the necessary roles supporting our cloud and on-premise customers to ensure a simplified, frictionless interaction with Teradata
• Provide the critical interface with business unit leadership to ensure the Operations function meets and supports the strategic roadmaps with global execution of key initiatives and achievement of key operational performance metrics.
• Partner with CS&S, Product Management, and Product Development leadership to formulate strategic roadmaps, serve as an organizational sponsor of tactical execution plans and initiatives, and assign/manage resources to support each project or initiative.
• Own and manage program governance process and operating model, including updates to senior-level management, providing a consistent methodology and a common set of tools for teams and sponsors to use.
• Ensure cross-functional coordination, input, engagement of key stakeholders and requirements for each project as well as the portfolio of projects. Identify cross-project interdependencies, risks, and business change impacts.
• Drive continuous improvement by utilizing metrics, tools, procedures, and systems to achieve world-class performance.
• Analyze and interpret data to regularly evaluate the efficiency of business procedures and overall performance according to organizational objectives, apply improvements, and drive best practices.
• Develop insights and recommendations, supported by data and analytics, to address industry shifts and trends.
• Act as an escalation point to drive collaboration with program and project team members to resolve conflicts, project issues, and deviations and drive them to resolution.
• Provide ongoing leadership and development to direct reports; ensuring functional progress to achieve or exceed goals, objectives, and other targets. 

Qualifications and Experience:

• Minimum 7-10 years’ experience in a complex global organization with experience directing, leading, or managing large scale transformation projects or programs.
• Proven ability to plan and manage operational process for maximum efficiency and productivity with a track record of delivering on-time, on-budget and achieving business objectives.
• Ability to streamline and implement new structures and roles that create speed, efficiency, and support rapidly shifting business demands.
• Ability to maintain strong relationships across multiple business units and geographies and include multiple constituents within a project.
• High level understanding of “end to end” cloud delivery and operations business processes & sub-processes.
• Exhibits acute business acumen and understanding of organizational issues and challenges.
• Versatility and willingness to work with constantly changing priorities with enthusiasm.
• Executive presence, strong verbal and written communication skills
• Strong data analysis and problem-solving skills.

Preferred Qualifications and Experience:

• Experience with best-in-class Services technologies  (i.e ServiceNow)
• Experience with support services industry best practices
• Experience with Agile/lean principles
• Experience leading a matrix organization
• Prior experience with Teradata products and services

Location:

This position will be located within our San Diego, CA. HQ location. (We will, of course, take care of relocation as required…)

Total Compensation Approach:

• Compensation will be competitive and commensurate with experience. It includes a competitive base salary, 401(k), strong work/family programs, and medical, dental and disability coverage.