Manager - Support Services Management

The Elevator Pitch: Why will you enjoy this new opportunity? As a part of the Global Support (GS) Team, under this role you will have the responsibility to manage, coach, and develop SSM [Support Services Managers] employees working with the VMware product portfolio. Our SSMs build the Support relationship with our key Success 360 customers and are responsible for delivering an unparalleled Support experience leveraging VMware solutions. You will ensure that the SSMs under your management have whatever they need to be successful, and that our customers are also successful with Success 360 & Premier Support. Every new job is an opportunity for growing your career. VMware is expanding rapidly in the virtualization, EUC and multi-cloud domains. You can be a part of our growth story as VMware is the only company perfectly positioned to provide the multi-cloud platform for all the applications our customers need to accelerate their business today, and in the future. VMware provides a long-term benefit to expand your skills with annual education reimbursements, job rotation programs, subscriptions to online training platforms and employee networking groups. Success in the Role: What are the performance outcomes over the first 3-6 months you will work toward completing? Within the initial 1-3 months, you will begin familiarizing with SSM role and responsibilities, Organizational hierarchy & various VMware tools and practices we leverage for successful execution at work as part of the successful onboarding. You will start having low to medium execution on governance side of the SSM practice in your region with the team of SSM’s reporting to you. Within the next 3-6 months, you will start having a consistent control on the SSM practice within your region along with your team of SSM’s and shall independently start delivering the responsibilities accountable for SSM practice’s success. The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? Manage a team of around 10-12 Support Services Managers, ensuring successful professional development of all individuals. Regular & targeted pipelining, recruiting to grow the team with the right talent Responsible for the successful SSM delivery for customers assigned to your team, and management of team performance to ensure great customer outcomes Act as a key escalation point for your SSMs and their customers Maintain a positive, supportive & friendly culture in the team and promote strong alignment with our VMware EPIC2 values. Develop and improve processes to help scale, grow, and sustain the SSM business particular to your region. Develop excellent working relationships with the key leaders within key customer’s operational teams at a management level. Ability to coach team members to develop key delivery strengths, including communication skills, time management, technical acumen, business acumen, expectation setting, and general customer satisfaction. Enable team members to be efficient & connected while working entirely remotely or in a mixed office based/remote scenario. Work closely and collaboratively with resources across the VMware organization, including Support Domain leadership teams, field sales, solution engineers, operations, and additional account team members. Maintain high-level technical knowledge of core VMware solutions and future product direction. At times, be available for customer escalations or assisting SSMs during off hours/weekend. What is the leadership like for this role? What is the structure and culture of the team like? The hiring manager for this role is a part of several Senior leaders in the GS organization with multiple years of experience in customer facing roles. The team is proud of the unique model within GS that emphasizes on collaboration, transparency, and career growth. Additionally, we believe that open and respectful communication between peers and managers establishes a great culture that attracts diversity and promotes inclusion. In this role, expect to be challenged occasionally to bring your best and your efforts will be widely acknowledged and rewarded. The GS leadership actively encourages the pursuance of hobbies and activities outside of work and the importance of taking time off for an optimal work-life balance. What are the benefits and perks of working at VMware? You and your loved ones will be supported with a competitive and comprehensive benefits package. Below are some highlights, or you can view the complete benefits package by visiting www.benefits.vmware.com. Category : Client Support Subcategory: Technical Support Experience: Manager and Professional Full Time/ Part Time: Full Time Posted Date: 2022-07-18 VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com. Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.