Senior Director

1 month ago

Dubai, Dubai, United Arab Emirates Industrial and Financial Systems Full time
About IFS

IFS is a leading enterprise software company that delivers award-winning solutions to help businesses succeed in today's fast-paced, digitally driven world.

With a global presence and a commitment to innovation, we empower our customers to make a real impact and drive positive change.

Our team is passionate about delivering exceptional service and support, and we're looking for talented individuals to join us on this journey.

Job Description

The Senior Director - Delivery will play a critical role in driving service revenues and building a loyal customer base.

As a key member of our Global Customer Services team, you will be responsible for developing and executing strategies to drive growth, improve customer satisfaction, and increase revenue.

You will lead a team of Project & Program Managers, Customer & Partner Success Managers, and other stakeholders to achieve these goals.

Key responsibilities will include:

  • Developing and executing a comprehensive P&L plan to drive revenue growth and profitability.
  • Leading the transition to a primarily recurring revenue service model, while protecting the integrity of IFS and the Global Customer Services organization.
  • Championing global consistency in tools, methodologies, processes, and service offerings.
  • Working in partnership with matrix functions globally to drive business outcomes.
  • Driving quality and integrity in the performance of the Market Unit GCS team, maximizing recurring, predictable, and profitable business for IFS.
  • Strengthening our position to scale through trusted relationships with local, regional, and global partners.
  • Establishing strategic relationships across the matrix organization to deliver incremental value for our customers.

You will be responsible for:

  • Developing the go-to-market and demand generation strategy and approach for Professional Services, Premium Engagements, and Maintenance.
  • Crafting services contracts that we can fulfill by offering standard services and solutions, through which we can deliver the agreed outcome.
  • Driving standardization and industrialization of the Services delivery model through the enforcement of global service agreements, templates, tools, and other assets.
  • Ensuring we are achieving high services coverage (attach rate of Maintenance, Premium Engagements, Professional Services) in our pursuit to make every customer an advocate.
  • Providing effective leadership to the Market Unit Customer Services team, driving performance, engagement, and personal ownership of development and career satisfaction.
  • Operating with a high level of transparency and accuracy.
  • Serving as the point of escalation regarding any and all Customer service interactions within the Market Unit, taking ownership of the Customer experience and potential impact for the business.
Requirements

To be successful in this role, you will need:

  • A proven track record of high-performance management and building sustainable profitability.
  • Experience in developing and building successful teams.
  • Confidence in making strategic decisions and prioritizing evolving business needs.
  • Comfortable with C-Level communication (both internal and external).
  • Ability to drive discipline, quality, and consistency of performance and process throughout the organization.
  • Proactive and results-driven approach.
  • Ability to remain up to date with all aspects of the GCS services portfolio and broader IFS strategy.
  • Strong verbal and written communication and strategic planning skills.
About You

We're looking for a talented and experienced professional who can bring a fresh perspective to our team.

You will have a progressive career in Management and Customer-facing roles in managing one or multiple areas within Professional Services and Consulting Delivery, Customer Success, and/or Customer Support business functions.

You will have previously managed a Business Unit P&L with annual revenue over US$ 15M.

You will have demonstrable commercial awareness and proof of sustained success.

You will be proficient in English and relevant local language.

You will have strong verbal and written communication and strategic planning skills.

You will be able to work across multiple functions and geographical locations in a deadline- and outcome-driven environment.

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