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VMware Americas Senior Service Delivery Lead - Opportunity for Working Remotely in Indianapolis, Indiana

Americas Senior Service Delivery Lead

The Elevator Pitch: Why will you enjoy this new opportunity?

You have a passion for customer service, are familiar with the technical support ecosystem, and you are innately people centered, always mindful of customer experience. You enjoy the pace of technology changes, solving problems, and helping others. You continually look for ways to improve and you welcome all feedback as a gift that contributes to the process. You care deeply about the impact of your work on others and how it supports and enables the team and organization to be successful. You happily mentor others and want to work with a kind, diverse, global team that appreciates and values your unique contributions and experience, and that cares for and supports one another in a fast paced and rewarding environment.

What is primary need, technical challenge, and/or problem you will be responsible for?

You will lead enablement activities that deliver software changes and implementation of new technologies in a way that improves, enhances, and even creates a delight experience for VMware colleagues. We need someone that can help drive IT service delivery and improvements on behalf of the Americas support team. This individual will be the senior regional team member in a global team responsible for colleague enablement, support readiness, and data services. This person will also lead regional initiatives and programs that have potential to impact/benefit almost half of the company.

Success in the Role: What are the performance goals over the first 6-12 months you will work toward completing?

Complete Service Delivery team onboarding, training, and make introductions with leaders and business partners in support, change management, and project / operations Pair with Service Delivery leads on work in flight to learn current readiness and enablement processes, communication, and training practices Identify specific areas of need and/or improvement, along with actionable recommendations Lead development and experimentation for new readiness and enablement processes/activities Collaborate with internal business partners to simplify cross-team processes that provide self-service capabilities for low-impact delivery activities Spend time learning VMware’s collaboration products and extending your professional skills. We want you to be curious, learning both from team members and individual study.

What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

The hiring manager is Julia Gregson, Senior Manager in Colleague Experience and Technology. Her expertise in people-centered change and leadership has been built over 25 years in technology, from the front lines in desktop, server, and hosted email administration to enterprise helpdesk management, mergers and acquisitions program management, global communications, and services operations. She enjoys travel and photography and is also a Gallup Strengths coach who loves helping people achieve their career goals. The team is composed of four change management professionals and three other service delivery experts. 

Your top priority is to ensure our support team members will be confident, competent, and comfortable when helping VMware colleagues use new tools and technologies.

  • Connect, collaborate, and consult with product owners/managers, project teams, change managers, support, and other cross-functional peers to enable readiness, user adoption and deliver effective business outcomes

  • Manage initiatives to improve technology change delivery processes; contribute to the development of new ideas and methods

  • Mentor junior team members in service delivery, making presentations, delivering training, executive presence, and cultural factors

  • Create relevant delivery guidance, processes, tools requirements, job aides and readiness content to enable the best colleague experience with minimal impact to the support team

  • Represent delivery of all CET technology services to colleagues and/or coach others in their presentations, road shows, etc.

  • Review feedback from a variety of sources and use it to consider new ways to evaluate success and identify opportunities for improvement

  • Track service metrics closely to understand and recommend opportunities to pivot or where corrective action is required

  • Assist managers and senior leaders in validating outcomes; inspect colleague experience through change communication, service delivery, and/or ticket history

What is the leadership like for this role? What is the structure and culture of the team like?

The hiring manager is Julia Gregson, Senior Manager in Colleague Experience and Technology. Her expertise in people-centered change and leadership has been built over 20 years in technology, from the front lines in desktop, server, and email administration to enterprise service desk management, mergers and acquisitions program management, global services communications, project leadership, and operations. She enjoys traveling and photography and is also a Gallup Strengths coach who loves helping people do their best work and achieve their career goals. The globally distributed team is highly collaborative and can work from anywhere; they’re connected and resourceful, being composed of nine experts in product and services analysis and enablement. 

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 .

  • Employee Stock Purchase Plan

  • Medical Coverage, Retirement, and Parental Leave Plans for All Family Types

  • Generous Time Off Programs

  • 40 hours of paid time to volunteer in your community

  • Rethink's Neurodiversity program to support parents raising children with learning or behavior challenges, or developmental disabilities

  • Financial contributions to your ongoing development (conference participation, trainings, course work, etc.)

This job requisition is not eligible for employment-based immigration sponsored by VMware.

#LI-Remote

Due to the Biden Administration issuing an Executive Order (EO) that effectively mandates COVID-19 vaccination for all U.S. based employees of federal contractors and subcontractors, all U.S. based VMware employees will be required to have their final vaccination dose (e.g., second dose of Pfizer or Moderna, or single dose of J&J) by January 4, 2022. Specifically, this means that all U.S. based VMware employees will need to be fully vaccinated by January 18th, 2022, or by their first date of employment if after that date, subject to legally required accommodations.

Category : Engineering and Technology

Subcategory: Network Engineering

Experience: Manager and Professional

Full Time/ Part Time: Full Time

Posted Date: 2021-11-24

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.

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