Position Overview:
The Global Customer Success organization is seeking a visionary and results-oriented technology operations leader to lead the Cloud Application Services (CApS) organization. This critical role will report to the Head of Global Customer Success and will be responsible for all aspects of the global CApS organization (Commercial, Engineering, Operations, SRE). We are looking for a strong leader with exceptional operational skills, a proven ability to lead a large, globally distributed organization, and a passion for uniting teams around a culture of quality, efficiency, security, and predictable excellence. This leader will be instrumental in driving strategic planning and execution within our cloud operations and SaaS environment, translating technology and process innovation into tangible operational excellence.
Responsibilities:
* Strategic Alignment & Operational Excellence:
* Align and operationalize CApS as the central DISW Cloud Operations function ensuring strategic coherence and efficient execution across all SaaS offers.
* Influence a diverse group of cross-functional stakeholders to align with the company's standards for operating SaaS Solutions, fostering a culture of shared responsibility and high performance.
* Structure the CApS Organization for maximum efficiency and alignment across CApS commercial, engineering, and operational initiatives, optimizing resource allocation and workflow.
* Drive initiatives to translate technology and process innovation into operational excellence, ensuring continuous improvement and competitive advantage.
* Customer Experience & Growth:
* Drive initiatives to ensure world-class customer experiences with our SaaS offers, focusing on satisfaction, retention, and loyalty.
* Ensure CApS remains a strong go-to-market partner for GCSCS in realizing our SaaS Targets, actively contributing to market growth.
* Financial Performance & Accountability:
* Drive operational efficiency initiatives to expand the profitability of DISW SaaS offers, identifying and implementing cost-saving measures and revenue-generating opportunities.
* Compliance & Security:
* Ensure CApS operates in line with industry certifications and a robust culture of security, protecting our assets and customer data.
* SaaS Offer Onboarding:
* Drive initiatives to reduce effort while improving the quality of onboarding new SaaS Offers, streamlining processes and accelerating time to market.
* Team Leadership:
* Ensure CApS achieves KPIs for financial, operational, customer, and employee satisfaction, fostering a high-performing and engaged team.
Required Knowledge/Skills, Education, and Experience
* Excellent global leadership skills capable of mobilizing a globally distributed team to a common vision and culture, inspiring and empowering individuals.
* Executive presence capable of working cross-functionally with senior executives, effectively communicating strategy and driving consensus.
* Strong technology and operational leadership skills, with a deep understanding of cloud technologies and SaaS operations.
* Deep services business acumen, with a proven track record of driving business growth and profitability.
* Ability to travel globally (India, Mexico, Malaysia) as required to support our international operations.
* 15+ years of experience leading large services and/or operations organizations, with a significant portion in a cloud or SaaS environment.
* Demonstrated strong background in strategic planning and execution within a cloud operations or SaaS environment.
* Proven ability to translate technology and process innovation into tangible operational excellence.