Services Delivery Manager (Professional services Team)
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AI Summary
Lead operational delivery activities for the India Professional Services team, focusing on enterprise security implementations and migrations. Manage consultant utilization, skill development, and end-to-end customer escalations to ensure high-quality service delivery.
Company Description
Join Check Point Software Technologies as a Delivery Manager and be part of our global mission. As leaders in the Cyber Security industry, we tackle the most complex challenges head-on. Our diverse team of passionate individuals is dedicated to innovation and excellence. We empower our clients with cutting-edge solutions, serving a growing global customer base. By joining our team, you'll have the chance to make a meaningful impact in a remote-friendly, fast-paced, and fun environment.
This role is responsible for leading operational delivery activities across the India Professional Services project delivery business, supporting consultants delivering enterprise security implementations, migrations, upgrades and customer escalations.
The environment is highly dynamic and fast paced, requiring strong operational leadership, stakeholder management and delivery governance capabilities.
Job Description
Major Responsibilities
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Create and execute efficient personnel management plans
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Keep consultants utilization at a high level to meet annual objectives
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Improve the skills of our Professional Services consultants
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Maintain and increase the technical certification of consultants on the team
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Maintain strong relationships with customers, partners, sales and SE teams
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Strive to continuously improve current service offerings and delivery governance
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Help develop additional service offerings to enhance customer value
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Own and lead customer escalations end-to-end, working directly with customers, sales, SEs, TAC and consultants to drive resolution
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Lead operational cadence calls and ensure actions are tracked through to completion
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Always strive to improve the project delivery process and reporting structure
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Conduct regular 1:1 meetings with consultants
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Identify current and future challenges relating to skills, promotion, utilization and role development
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Demonstrate strong leadership presence by driving discussions, decisions and outcomes
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Be proactive, innovative and operationally focused
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Help with consultant recruitment and hiring
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Act as the primary delivery partner to sales leadership, ensuring regular communication, alignment and execution
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Support management of critical customer cutovers, weekend activities and enterprise delivery requirements
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Drive operational forecasting, resource planning and escalation management across the India project delivery business
Qualifications
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Experience managing a team of technical consultants or engineers
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Strong customer service, project management and quality control skills
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Proven experience managing escalations and enterprise customer situations
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Strong resource planning and operational management skills
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Excellent leadership and stakeholder management capabilities
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Strong teamwork skills and attention to detail
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Experience with Check Point technologies is preferred
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Experience managing firewall migrations, enterprise implementations or large-scale delivery engagements is highly desirable
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Familiarity with technologies such as Maestro, VSX, VPN, CloudGuard and enterprise security environments is advantageous
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Ability to manage conflicts and make strong operational decisions under pressure
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Capacity to mentor and develop team members
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Excellent verbal and written communication skills
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