Job Description

Available Locations: Lisbon or Remote Portugal

Manager, Consulting Services, Professional Services

Overview:

We are seeking a highly motivated and experienced Manager, Consulting Services for Professional Services who will be responsible for the technical delivery of consultative and hands-on-keyboard implementation and migration services for enterprise customers.

You are the team enabler, point of reference and coach. You will grow and develop your team and make sure work loads are equally distributed within the team. You are personable and can provide constructive feedback when necessary. You will help escalate and identify issues quickly and efficiently and you will work with the other team leads and the global head to ensure proper regional & cross-regional coordination. You have a solid technical background along with leadership and management skills.

Ultimately, you are passionate about technology, have the ability to explain complex technical concepts in easy-to-understand terms and you like coaching and teaching. You are naturally curious and an avid builder who is not afraid to get your hands dirty.

Requirements:

Demonstrable experience in:

• Professional services delivery.
• Coaching, leadership skills or team management.
• Owning and solving escalations, team issues or other management related scenarios.
• Building processes, leveraging tools and Agile methodologies for operational excellence.
• Deep understanding of how the Internet works.
• Layers and protocols of the OSI model, such as TCP/IP, UDP, TLS, DNS,
• Reverse and forward proxies and the application of both.
• IPv4/6, VPNs, router and L3/L4 and next gen firewall configuration, SDN and overall IT networking related best practices.
• Demonstrated experience with BGP (network architecture, design & implementation), tunneling technologies such as GRE & IPSec, MPLS, SD-WAN, NetFlow and/or sFlow.
• 5+ years in a customer facing position.
• Ability to work with all levels of an organization (both internally and externally) with experience of both working cross-functionally and geographically.
• Strong interpersonal communication (verbal and written) and organizational skills.
• Highly motivated, driven and passionate about technology and customer success.
• Anticipates needs, innovates, multi-tasks and excels in a fast-paced environment.
• Experience with Salesforce and the Atlassian Suite (Confluence/JIRA).
• The work will be performed in English. Fluency in a second European language is a must.

Inter-Team Goals

• Cultivate cross team/office/region/global coordination, keep us all connected as one team.
• Facilitate knowledge transfer between teams. Ensure the team learns from the great ideas of single team members. Ensure mistakes are not repeated within the team.
• Develop strong relationships outside of the Professional Services organization to aid in escalation of issues (product/support/engineering/special projects/marketing/legal/etc).

Intra-Team Goals

• Keep the pulse of the team: who is happy, productive, performing. Know each member’s strengths and how they would each like to develop.
• Exemplify and cultivate positive culture traits.
• Provide support and confidence to team members.
• Cultivate a very open communication and diverse environment. Criticism is welcome and appreciated.
• Maintain a culture of independence amongst team members whilst offering advice when appropriate.

Personal Goals

• Maintain trust and respect from the team.
• Ability to handle any call from any customer.

Responsibilities:

• Project portfolio delivery, risk management, reporting, cost management, time management and stakeholder management.
• Workload Management.
• Conduct 1:1’s with team members.
• Act as a point of escalation for team issues, escalate issues that can’t be solved within the team.
• Recruit, interview, and onboard new team members.
• Report on individual IM’s strengths and weaknesses. Build and execute development plans.
• Continuously improve the operating model: people, processes and tools evolve for success.

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