Global Consulting Operations Manager

Red Hat, Inc. - Raleigh, NC4.0

CommissionEstimated: $110,000 - $140,000 a year
At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

Job summary
The Global Services Operations team is looking for a Global Consulting Operations Manager to join us. In this role, you will play a pivotal part in the organization, working directly with executive leadership on all tasks related to the nine business functions under the umbrella of services operations, namely field operations, business intelligence, business systems and tools, business process management and compliance, global resource management, internal project management office, customer experience, and project quality and risk management. You’ll have a wide degree of creativity and latitude, as you will cover a range of responsibilities, from the design of new consulting operations business practices to the implementation, monitoring, and analysis of the efficiency business team processes. As a Global Consulting Operations Manager, you’ll need to have senior-level analytical skills and experience growing and running large software development-based consulting organizations. You’ll report to the Global Services Operations Director and serve as a trusted advisor to executive management as well as the primary point of contact between Regional Field Operations, Global Services Operations, and various corporate teams, including IT, Accounting, Revenue and Financial Planning and Analysis (FP&A), in our Asia Pacific (APAC), Europe, the Middle East and Africa (EMEA), Latin America (LATAM), and North America (NA) regions.

Primary job responsibilities
Provide business direction and guide consistency in business practices for consulting field operations teams, including back office business processes, sales processes, contract administration, reporting, planning, budgeting, forecasting, revenue recognition, cross-regional collaboration, and knowledge sharing
Be responsible for road map implementation of consulting data analytics platforms, including reports, dashboards, all analytics (i.e., descriptive, diagnostic, predictive, and prescriptive), and quarterly business review (QBR) presentations
Be responsible for reports and analysis for profitability, all business KPIs, pricing, discounting, cost and margins
Develop and monitor consulting policies, business processes, and the internal audit and compliance function.
Take care of change management, knowledge management, readiness and training, communications, program and project management, and implementation of strategic initiatives
Oversee cross-regional fulfillment, mobility, global capacity planning, governance, vendor management solutions, KPI targets, and monitoring
Manage customer satisfaction programs like Net Promoter Score (NPS), Voice of the Customer, Know Your Customer, and closed-loop corrective action and best practices
Implement and perform project risk assessments, delivery excellence initiatives, and development of customer-facing project management processes and material for specific Red Hat technology concentrations and industry verticals
Be directly responsible for the Project Management Office (PMO) best practices, knowledge sharing, templates, tools, and methodologies
Build out services partner ecosystem to facilitate partnerships in positioning and delivering Red Hat-based technology activities; manage the global vendor management solution that supports this business function
Required skills
Bachelor's degree in a related area; master's is a plus
10+ years of experience in technology consulting and back office consulting business operations
Demonstrated expertise in technology, enterprise grade applications, business intelligence platforms, and technology portfolio management
Expert knowledge of business process management, program management, customer experience, finance, planning, and forecasting
Familiarity with project-budgeting, financial projections, job cost reporting, cost-estimating, and other financial matters
Executive-level experience managing others in a project-based environment
Experience with project management techniques and systems; knowledge of local and cloud-based project management tools and resources
Applicable experience in completing complex projects within budgets and on time
Ability to lead and direct the work of others.across time zones and cultures
Wide degree of creativity and latitude

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