Services Management Director

Services Management, Director 

Juniper seeks a proven experienced Director of services leading an SP AMER account segment for Services to be a strategic business partner to the Global Services organization and leadership team. You will be responsible for overall delivery alignment to the global strategy by developing insightful and actionable plans and data insights, overseeing day-to-day process execution, collaborating with cross-functional teams, and having the ability to question processes to drive change and impact team efficiencies.

Location:  US Remote - 30% travel as needed

Role Responsibilities

• Lead Services for a division of SP accounts in AMER and be responsible for day-to-day delivery.
• Set the vision, strategy, and roadmap serving SP AMER's key stakeholders: Finance, Support, Customer Experience, Product Management, Service Sales
• Support and collaborate with Professional Services, Sales Services and work cross-functionally e.g. PLM.
• Engage in effective cross-functional meetings and programs with other teams to ensure service delivery excellence.
• Establish and manage an operational cadence for the service organization, including forecasting, account reviews and planning, QBRs and performance management checkpoints; Focus on operational metrics to facilitate data-driven decision-making.
• Hire and manage a team of professionals, providing clarity of purpose, tools required to meet their responsibilities, and an environment conducive to diversity of thought, innovation, and personal/career growth.
• Become an SME on all service-related data metrics and operational processes.
• Implement a rigorous management cadence and develop KPIs and dashboards that help improve customer success.
• Responsible for the weekly/monthly and quarterly delivery of performance insights: operational dashboards, forecasting, pipeline analysis, etc.
• Work cross-functionally with the Global Product Sales operations team to deliver requirements and partner on global improvement initiatives.
• Manage direct team members, and supervise matrixed resources to deliver on goals and objectives as it relate to data analytics, reporting, KPI and customer success.

Qualifications
To be successful in this role you have:

• 12-15+ years of progressive Leadership experience in Service-related activities.
• Bachelor’s or Master’s degree.
• Strong executive presence and presentation skills, as well as the ability to work with cross-functional teams.
• Solid financial/analytical background with an operational mindset.
• Demonstrated a history of managing data inputs to raise the quality of decision-making.
• Experience building a dispersed Service Operations organization that continually improves delivery.
• Combination of strong intellect, creative problem solving, effective communication with colleagues and willingness to roll up sleeves to improve performance.
• Proven experience with leveraging data and analytics solutions to drive operational efficiencies.
• Proven experience leading a team of service professionals.
• Excellent communication skills both written and verbal.
• Ability to manage critical customer escalations cross-functionally

Minimum Salary: $151,800.00

Maximum Salary:$232,760.00

The pay range for this position is expected to be between $151,800.00 and $232,760.00/year; however, the base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position also includes medical benefits, 401(k) eligibility, vacation, sick time, and parental leave. Additional details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Juniper’s pay range data is provided in accordance with local state pay transparency regulations. Juniper may post different minimum wage ranges for permanent residency petitions pursuant to US Department of Labor requirements.

ABOUT JUNIPER NETWORKS

Juniper Networks is in the business of network innovation. From devices to data centers, from consumers to cloud providers, Juniper Networks delivers the software, silicon and systems that transform the experience and economics of networking. Our products and technology run the world's largest and most dema