Director of Maintenance Service Delivery

 

Responsible for the overall territory management of the defined region in all elements of global services, including maintenance services, deployment, and projects. This includes region/nationwide responsibilities handling all markets, and managing multiple Service Delivery Managers who oversee 25 - 30 Service Technicians in different geographical areas of the country in the services assigned to client maintenance contracts.  Build a strong plan to achieve sustainable growth in the region.  Provide input into the global MTS strategy and identify regional requirements for business operations in the assigned territory.  Manage multiple and changing priorities based on time constraints, urgency, and business needs.  Ensure operations align with the global MTS mission, strategic objectives, and policies.

The Director of Maintenance Service Delivery will establish and grow trusted advisor relationships with all key client store maintenance and store operations personnel, leveraging the Toshiba Team to drive our combined Hardware, Software, and Services business forward. The Director of Maintenance Service Delivery will also work closely with all other TGCS teams (e.g., Client team, Maintenance team, Sales team) engaged on the accounts. As new Products and Services are introduced into the accounts, they will participate in resource planning and allocation to meet the obligations resulting from the new Product and/or Service.

Requirements: 

• Bachelor’s degree with 10+ years of functional experience, and 6+ years of management experience.
• Strong leadership and crisis management skills
• Five or more years of experience managing multiple clients, personnel, and profit and loss (P&L) specifically around field service delivery
• Experience with service assurance, service delivery, finance/billing, and contract management
• Ability to understand high-level technology concepts and communicate with non-IT managers and senior managers
• Strong interpersonal and relationship-building skills
• Demonstrated Business acumen to work and manage diverse staff in a multi-cultural remote environment as well as a matrix environment
• Knowledge of Oracle’s products, product strategy, and business practices
• Strong analytical, written, oral communication, and presentation skills – proficiency in written and oral English
• Proficient use of technology including MS Office programs and Internet resources
• Must be able to work flexible hours to accommodate early morning/evening meetings/ teleconferences with different time zones if needed.
• Strong problem-solving and critical-thinking skills.
• Strong project management skills, ability to prioritize activities, and work on multiple projects at once.
• Proven experience in achieving operational excellence and developing end-to-end procedures with a keen ability to identify improvement opportunities and implement change.
• Ability to achieve goals through influencing, partnering, and developing productive relationships with leadership across the business and vendor relationships.
• Ability to simply and effectively communicate complex issues to all employee levels.
• Possess critical thinking to evaluate complex strategies and develop recommendations.
• Possess strong consulting skills and the ability to quickly assess situations, identify gaps and possible solutions.
• Executive Stakeholder Management & Influencing Skills - Develop and maintain effective relationships with a broad group of stakeholders in order to foster trust and influence key decisions; collaborate, address conflict, and resolve issues in a timely and effective manner.
• Demonstrate knowledge of state-of-the-art thinking and practices in Maintenance with the ability and willingness to dive deep into the details.
• Experience with business culture(s) prevalent in area of geographic coverage.
• Job requires significant travel, incumbent must be able to travel.

About the Company:

Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands.  Have you ever been in a hurry and made use of the self-checkout at Lowe’s Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ’s, or Costco?  These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.

The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let’s get together to drive the new economy.

 

Toshiba Global Co