Services Delivery Leader - ASEAN

Nutanix; Kuala Lumpur; Hybrid; MYR 80,000 - 120,000; Full time

Job summary

An established industry player seeks a dynamic leader for their Professional Services team in Kuala Lumpur. This exciting role involves managing service delivery across ASEAN, leading a talented team, and ensuring customer success. You will strategize and oversee operations while fostering a collaborative culture that emphasizes teamwork and open communication. With a hybrid work setup, you will engage with clients and partners, driving excellence in service delivery. If you have a proven track record in IT management and a passion for leading teams, this is the perfect opportunity to make a significant impact.

Qualifications

• 12+ years in IT with experience in compute, networking, and storage.
• 3+ years managing teams of 5+ in professional services.

Responsibilities

• Define and implement the professional services delivery strategy.
• Recruit, mentor, and develop a team while ensuring high customer satisfaction.

Skills

IT Management

Team Leadership

Customer Success

Strategic Planning

Communication Skills

Problem Solving

Education

Bachelor's Degree in IT or related field

PMP certification

Tools

ITIL Standards

Cloud Environments

Virtualization Technologies

Job description

Professional Services Kuala Lumpur, Malaysia Req. Num.: 28588

A successful candidate in this role will be responsible for managing the Professional Services Delivery functions across major parts of ASEAN, leading a team of Technical Account Managers, Consultants, and/or Residents. Reporting to the SEATHK SDL, this role will oversee customer delivery and revenue management for the region and line of business (LOB) within APJ.

About the Team

The Nutanix Professional Services Organization comprises 6 Technical Account Managers in ASEAN. We foster a collaborative culture emphasizing teamwork, open communication, and shared insights, enabling us to provide excellent client support and solutions.

The role reports to the APAC Services Delivery Leader, with a hybrid work setup requiring 2 days in the office weekly, and involves approximately 25% travel to engage with clients across the region.

Your Role

1. Define and implement the professional services delivery strategy for the region and LOB.
2. Business management - support sales, increase bookings, reduce costs, improve margins.
3. Personnel management - recruit, mentor, and develop a team, maintaining high billable utilization (70%) and employee satisfaction.
4. Engagement and Quality management - govern quality and ensure delivery aligns with best practices.
5. Partner management - oversee and support partners delivering on behalf of Nutanix.
6. Escalations management - handle complex customer issues and provide strategic solutions.
7. Customer Success - ensure high customer satisfaction levels.
8. Coordinate with other Nutanix departments and ensure projects meet scope, quality, time, and cost targets.
9. Build relationships with regional sales leaders to identify opportunities and deliver customer delight.
10. Participate in pre-sales activities, develop project scopes, and assist in positioning Nutanix services.
11. Maintain technical knowledge of Nutanix offerings and demonstrate sound decision-making.

What You Will Bring

• 12+ years in IT, with experience in compute, networking, storage.
• 3+ years managing teams of 5+ in professional services, preferably in software consulting.
• Excellent communication and interpersonal skills.
• Positive attitude, professionalism, ownership.
• Ability to attract and retain top talent.
• Proven experience managing large programs or IT transformations.
• Solution selling experience and belief in solutions driving customer success.
• Strong strategic, analytical, and stakeholder management skills.
• Organizational and project management capabilities.
• Preferably, a background in Virtualization, but not mandatory.

Preferred Qualifications

• Experience with modern software development, cloud environments, and infrastructure as code.
• Deep understanding of IaaS, PaaS, SaaS, and hybrid cloud.
• Experience in fast-paced or startup environments and building teams.
• Ability to communicate effectively with CxO-level personnel.
• Familiarity with ITIL standards; PMP certification is a plus.

Work Arrangement

This hybrid role combines remote work with in-person collaboration, requiring 2-3 days in the office weekly, with specific norms provided by management.

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Nutanix is an equal opportunity employer.

We consider all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, disability, or other protected categories. We are committed to an inclusive environment and provide reasonable accommodations upon request.