Manager

• Responsible for processes and procedures supporting fulfillment and execution of World-Class Strategic Roadmaps, budgets, QBRs and consulting for nearly 400 Managed Services clients
• Drive innovation, continual improvement, and own long-term strategic direction for the Client Strategy delivery area
• Member of the Operations Managers Group and collaborate with other managers and team members to drive improvements and deliver client value
• Report to the VP of Operations and serve as key member of Management team
• Develop and maintain 3-to-5-year strategic plan and 1-year plan with quarterly rocks and monthly milestones
• Collaborate with other Value Stream managers, General Managers and Centralized Services Managers to ensure service delivery and corporate alignment
• Maintain and develop BI/Dashboard reporting to drive performance and highlight areas for improvement
• Maintain and develop daily standard work and training framework for Technical Account Managers, Onboarding/Offboarding engineers and Inside Technical Account Managers
• Lead weekly CS Value Stream meeting and participate in weekly Operations Manager’s meeting
• Participate in interview process and assist as escalation, coaching and mentoring resource
• Ensure adherence to operational processes through Gemba and make work visible; target 20% of time at the gemba
• Maintain Problem Registers, develop Lean capabilities and participate in Lean coaching and training
• Directly manage 2 onboarding engineers and 3 Inside Technical Account Managers, including 1:1s, career development plans and performance reviews

Value Stream Manager, Client Strategy

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