Continuous Improvement Manager
Location: San Diego, CA or Virtual-US
Organization: CS&S, Services Operational Excellence - Offer Engineering

The Services Operational Excellence - Offer Engineering team translates the service offers into implementable, effective, and efficient plans for delivery. The Continuous Improvement Manager / Offer Engineer role is responsible for partnering with functional and cross-functional operations and business teams to identify opportunities for improvement, data gathering/analysis, and developing plans for streamlined, modernized processes and tools.  

In this role, you will create, operationalize and enhance Teradata’s CS&S service offers to include delivery methodology, processes and workflows, roles and responsibilities, tools, training, and customer-facing materials needed to deliver a service in a way that exceeds customer value expectations.

Key Areas of Responsibility

• Services Delivery Methodology – Follow the defined methodology for documenting the delivery requirements for each Service deliverable.
  • Create plans to build the required delivery assets in partnership with global project teams to enable CS&S for measurable efficiency and value gains.  
  • Gather business functional requirements for the development of streamlined tools and processes
• Apply Lean and/or Six Sigma principles (Value Stream Mapping, 5S, Standard Work Cellular Flow, Pull Replenishment, Demand and Production smoothing, Mistake-Proofing, Total Productive Maintenance) to process improvement.
• Services Enablement for the Delivery Organizations – Partner with CS&S Learning Team on the Design and deployment of formal/informal training on Service Offers for the global and regional delivery resources, Service Experience Managers, and Services Account Manager/CFL team.
• Services Measurement – Define requirements for measuring the success through key performance measurements and reporting of each Service Offer, Tool, and Process to enable a data-driven approach to continuous improvement.
• Manage multiple projects to meet aggressive deadlines with multiple stakeholders using an in-depth understanding of key technologies such as as-a-Service, Cloud, and delivery methodologies like ITIL/DevOps/CICD.
• Develops presentations for senior management to facilitate discussions on project or program progress, results, and assistance needed from them.
• Manages the day-to-day progress of the project, ensuring continued alignment with the project's vision and direction towards achieving the project's ultimate objectives.
  • Manages, monitors, and evaluates all project activities.
  • Ensures valid project estimates are prepared.
  • Interact with key stakeholders to define the metrics, measurements, and tools to quantify business goals.
• Champion on behalf of Teradata and our Customers and help uncover issues currently impacting our Customer Experience. 

Qualifications

• Experience taking a service/product from concept to deployment
• Customer, Cloud, aaS, database, and/or Managed Services delivery experience
• Experience working with a broad internal supply chain including engineering, marketing, training, etc.
• Experience working with resources across a global delivery model
• Experience creating customer-facing materials (marketing, training, PowerPoint decks, announcements, etc.)
• Strong client interfacing, relationship building, and consulting skills
• Demonstrated ability to dive deep into requirements, data, processes, and tools/systems in order to simplify and improve inefficient or unnecessarily complex processes
• Proven ability to present complex information in a clear and concise manner to executives

Preferred Qualifications and Experience

• Practical knowledge of analytics and data warehousing 
• Services Product Management experience
• Process documentation and requirements gathering experience
• Lean Certification
• Agile/Scrum Certification
• Proven ability to self-manage work and move forward in the face of ambiguity
• Exceptional attention to detail, problem-solving, analytical and organizational skills
• Strong written and verbal communication skills 

Key Stakeholders

• CS&S Delivery Organizations: Global Support, Service Experience, Cloud Operations, Managed Services, regional delivery
• Product Management and Services Product Management
• Go to Market (sales)