In this role you can work from Remote, United States

Overview

GitHub is seeking a member of our Expert Services team that will focus on resourcing services delivery across all customer segments leveraging resources across all our delivery teams (Microsoft, Partner and GitHub).  This role will report to the Expert Services Resourcing Leader. This position works closely with the Expert Services Delivery Managers to ensure that we effectively staff all engagements that are sold by our Expert Services teams. This is a remote position that will be focused on supporting engagements across North America.

 

The Expert Services Resourcing Manager works as a partner to all sales and expert services teams ensuring that the right resource is deployed in a timely manner to deliver the services sold.  The Resource Manager will staff engagements from 3 pools of qualified delivery people 1) GitHub Enterprise Services delivery teams; 2) GitHub Partners, 3) Microsoft.  In the case where staffing is achieved from the GitHub Expert Services team, the Resourcing Manager will work closely with the Expert Services Managers to ensure an available and appropriately skilled Hubber is selected and staffed.   In the case of the use of a GitHub Partner, the Resource Manager will work across a group of partners that they maintain the contracts and onboarding status on to ensure proper staffing.  In the case of Microsoft, the Resource Manager will work back into the Microsoft processes for ensuring that a properly trained member of the Microsoft team is deployed in support of the customer.   The Resource Manager will focus on creating and refining processes that allow for optimal execution of all three types of staffing and also the measurement of our ongoing efficiency in executing this process.

Responsibilities

  • Ability to schedule and plan a large volume of engagements in the Enterprise space.
  • Collaborate with field services sales to understand customer needs so that Services delivery can exceed expectations.
  • Reliably and consistently provides great customer experiences by scheduling engagements on time with appropriate resources. Manage customer communication with regards to scheduling and sentiment when those engagements are in the Corporate space.
  • Develop and leverage a deep understanding of GitHub Services offerings in order to assign and schedule effectively.
  • Collaborate cross-regionally for optimized scheduling, delivery and process fidelity.
  • Contribute to weekly internal engagement reports that provide insight into team accomplishments specific to customer engagements.
  • Work closely with operations teams on forecasting, reporting, assignment allocation, and process improvements as it pertains to staffing.
  • Help standardize and optimize the engagement process flow.
  • Maintain a bias to act towards improving existing processes and communications.
  • Possess a deep knowledge of best practices when it comes to strategic delivery and customer satisfaction, executing in effective ways across complex projects.
  • Understand and implement project management and GitHub administrative tooling.
  • An understanding of how GitHub goes to market with partners and be able to put in places the contractual mechanisms (as well as maintain them) that will ensure a smooth operation.
  • Conduct partner alignment meetings and ensure partners understand their roles and responsibilities for co-delivered engagements.
  • Understand the Microsoft Unify Contract and the go to market model behind that.

Qualifications

Required Qualifications

  • 4+ years experience in a professional services, technology delivery, or software implementation operations roles
  • 2+ years experience working in a customer-facing role
  • Experience working with partners on subcontracting, co-delivering, and services engagement oversight.
  • Experience helping solve the problems of enterprise customers

 

Preferred Qualifications

  • Experience working for a technology vendor in the DevOps, DevSecOps or Developer AI industry in an operations or project management capacity
  • Basic awareness of software development vocabulary and technical aptitude to learn basic Git and GitHub vocabulary
  • Excellent follow-up on action items with a get-it-done positive attitude in a fast-paced, frequently changing environment
  • Excellent communication skills, both verbal and written

Compensation Range

The base salary range for this job is USD $73,500.00 – USD $195,000.00 /Yr.

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