Professional Services Consultant Manager
Mexico City, MX
ABOUT AVAYA
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.
Avaya contact center and communications solutions help power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at www.avaya.com.
ABOUT THE OPPORTUNITY
APS Managing Consultant is responsible to maximize the use of technical resources to manage and create efficient and quality deliverables that meet the needs of client engagements. Must be able to provide dedicated focus of project objectives for clients. Provides management and coaching of professional service's technical resources, ensuring the success of projects. Provides technical mentoring and guidance to Project Manager during strategic planning meetings and assist in the development of the Statement of Work until the time it is necessary for signature by the client. Ensures the objectives in the SOW are congruent with the skill levels of the professional service's technical resources and match core competencies.
The candidate will be part of the Avaya Customer Experience Services team in Mexico and will be a key part of the success of the projects. It is also necessary that he/she be a game changer, accustomed to exceeding expected results and with the ease of establishing long-term and trusting relationships with internal/external clients and service partners. Work is performed with minimal direction and results are reviewed by senior management.
Hybrid Work Model .
ABOUT YOU
Responsibilities:
• Provide expert advice during services design review phase.
• Provide technical guidance during statement of work definition.
• Workforce management according to skills and competences.
• Actively work with technical resources assigned to projects to identify risks, eliminate obstacles, and correct deficiencies to keep the project within established time and budget limits.
• Develop service partners and third parties to expedite project execution.
• Escalation point of contact during project implementation.
• Follow up performance metrics of technical delivery team to ensure those will be exceeded.
• Keep the Technical Delivery team updated and constantly developing.
• Closely collaborate with other project stakeholders to ensure common deliverables ie PM, AM, Support Services, Managed Services, Enterprise Architects. global procurement, etc.
Qualifications:
• Bachelor's degree or equivalent in Computer Science, Telecommunications, or related fields.
• Industry relevant experience of +10 years as technical delivery manager
• Demonstrable technical expertise and knowledge in UC and CC and CX solutions, Cloud Solutions, and software development (desirable)
• Diploma or training in people management.
• Proficiency in English
• Strong attention to detail and ability to work under tight deadlines.
Skills & Competencies
• Proven experience in Avaya Solutions
• Excellent communication (written and verbal) and presentation skills.
• Problem-solving skills and a solution-oriented approach.
• Understanding of IT industry working practices / methodologies;
• Understanding of project management practices/methodologies and the ability to adapt situationally to these.
• Show good judgment to put the customer first.
• Leadership, teamwork, and teambuilding.’
• Strong customer services orientation and follow-up skills
• Decision making prioritizing customer satisfaction and timely completion of projects.
• Negotiation skills.
• Flexibility.
• Persistence.
Desirables:
• PMP/Scrum/ITIL Training.
COMPENSATIONS AND BENEFITS
• Well-Being Comprehensive health insurance plans that include medical, dental and vision for you and your family, in many countries. We also provide wellness and employee assistance programs.
• Recharge & Refuel We work in a dynamic environment, and we recognize the need for you to take a break and recharge. We encourage employees to use our generous time-off policy on a regular basis.
• Continuous Learning Grow your skills with access to on-demand platforms and enhance your diversity lens by participating in a program that fully funds you for a cultural immersion in another country.
• Growth & Development A feedback loop is important as you grow in your role and career. We schedule frequent check-ins with you and your leaders to help you identify your path to success.
FOOTER
Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf). #LI-PF1