Professional Services, Director, Delivery Services and Transformation

Location : London, United Kingdom | Team: Professional Services

Role Type: Fixed-Term Employee

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents.  

We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success. 

We believe: Every Experience Matters. Talent is Everywhere. All Belong Here 

At Medallia, we hire the whole person.

As the Director for Delivery Services and Transformation for EMEA you will develop and manage a set of processes and services to support execution of our core professional services across the EMEA region. The role will focus on developing, implementing and improving processes as we scale our services to support growth of the EMEA business. 

You will be part of EMEA’s services leadership team reporting directly to the VP Professional services focused on process standardisation and quality, enablement, service delivery excellence and design of new and optimised services and offerings.

You will ensure Medallia’s Professional Services teams deliver world class projects and outcomes, while continuing to operate as a financially sound business unit.

Responsibilities:

  • With a focus on continuous improvement you will establish, continuously evolve and manage Medallia delivery services in support of core professional services across EMEA in the design, deployment and evolution of XP programmes.
  • Work with Medallia’s global PS enablement team to develop enablement processes for the EMEA professional services team.
  • Design and deliver customer on-boarding processes and enablement services including customised training.
  • Design and deliver quality assurance and testing services in support of Medallia’s implementation and servicing methodologies.
  • Support scaling of services teams including capacity planning, recruitment and on-boarding of PS resources.
  • Establish and incubate new shared services and teams.
  • Support transformation and standardisation of Medallia PS delivery and technical methodologies.
  • Support transformation and standardisation of Medallia PS offerings and sales support processes.
  • Lead other transformational projects as identified by services leadership to drive services growth and quality at scale.
  • Provide career development support and coaching to team members.
  • Manage budgetary and financial planning and monitoring aligned to Medallia’s key business objectives.

Qualities:

  • Results Focus:  Takes accountability and drives to results
  • Customer centric: Put the customer at the heart of decision making
  • Problem solver: Strong analytical and problem solving skills with a keen desire to continually learn and grow
  • Influencer: Ability to drive change throughout the org without having organizational power. Through excellent facilitation and presentation skills with solid communication capabilities and practices, both oral, written and visual
  • Collaborative: Enjoy working with multiple stakeholders at different levels and engaging groups in new concepts. Motivates the team using appropriate tools and techniques in order to increase commitment to the program objectives

Qualifications:

  • BA/BS degree
  • 10+ years experience as a services leader with experience across services delivery and management, transformation, team management and development
  • 5+ years stakeholder management experience with customers at C Level and Head of Department Level
  • Proven experience in providing service to internal stakeholders to achieve successful project outcomes

  • 5+ years experience leading a professional service practice for a consultancy or technology vendor
At Medallia, we don’t just accept difference - we celebrate it and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won't unlawfully discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other category protected by law.

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