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Services Delivery Executive

Date:  Jul 23, 2021

New York, NY, US

Requisition ID:  30274

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

Job Profile

Avaya Delivery Executive

In this key executive level role, you will transform our customer engagements by advising and collaborating on Avaya solution outcomes. You will be accountable for ensuring delivery excellence and customer growth through your ability to develop a trusted advisor relationship with top customers. North American Services is seeking a consultative and motivated Delivery Executive to inspire a diverse, cross-functional team to achieve delivery excellence and profitable revenue growth in our Services organization. You will develop a customer-oriented governance structure and direct a cross-functional staff on customer deliverables, providing quality assurance, and coaching and mentoring on communication and customer interaction. In this role, you are willing to travel 25% of the time to support customer engagements and customer business development activities.

Essential Job Responsibilities Include

  • Customer Relationships - Lead the service delivery experience to the customer
  • Single point of ownership and accountability for all customer service delivery related activities
  • Influence customer level services strategy, in conjunction with customer sales leadership
  • Lead customer level profitability - identify new revenue opportunities, drive revenue recognition, drive productivity, lead projects successfully while meeting revenue and cost budgets
  • Maximize customer loyalty and satisfaction with key customer stakeholders by driving value in service delivery
  • Capture and articulate value with key stakeholders
  • Measure relevant key performance indicators (e.g. SLAs, availability)
  • Adopt and use Avaya best practices around tools, automation, workflows, and process to ensure successful delivery to customers - standardize and replicate where appropriate
  • Successfully engage and lead partner capabilities and resources as part of the customer experience
  • Actively connect internal parties across the organization to find and develop optimal solutions for our customers


Who You Are

You are an Executive Services General Manager -- preferably 10-15 years. You have experience in a global vertical industry role developing strategic opportunities; contributing to the global vertical practice and interacting with similar colleagues in other theaters around the globe through engagement participation and knowledge sharing. You are a self-starter who has always wanted to be in the middle of ensuring customers are adopting and receiving the best value for the Services they have purchased, and when you see challenges, you naturally find opportunities to help a customer enhance and grow their business through new services solutions. You like to stretch your capabilities and positively disrupt the environment you are in. You have a keen ability to communicate the strategic value Avaya Services bring to our customers and can share that at all customer levels and with our sales organization. Translating between customer requirements and services opportunities is a natural communication style.


Additional Skills Required

  • Knowledge of current industry issues and trends, and experience with developing solutions that drive business impact and include technology enablement and competition.
  • Possesses an Ownership Mentality and fosters a culture of accountability
  • Cross-Functional Collaboration. Use resources across Avaya, partners, consultants and the customer to drive success.
  • Executive Relationship Management & Presence. Achieving results in a fast-changing environment, through influence and communication at the most senior levels in an organization
  • Relationship Management. Demonstrated focus on building and handling key customer and Avaya relationships to help drive greater customer intimacy and business alignment.
  • Business and Financial Acumen. Knowledge, insight and understanding of business concepts, tools and processes for making sound decisions.
  • Strong P&L Management and Operational Excellence. Achieving Operational Excellence in service delivery execution and management of account level profitability. 
  • Ability to lead multiple projects and senior partners concurrently. 
  • Experience with a consulting methodology and project management.
  • Innovation. Keep innovative thought processes and ideas in the forefront of service delivery execution and service solutions.

Minimum Requirements

  • Requires BA/BS or equivalent plus 10-20 years related experience. MBA a plus.
  • Prior consulting or solutions experience.
  • Prior experience in sales or business development


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).