Senior Director, Service Assurance
Meet Our Team:
The position has responsibility for providing Thought Leadership to a regional team of Service Assurance Advisors with the goal of driving technical problem resolution and enhancing client satisfaction levels. This is a significant hands-on leadership role within the SAA organization and provides vision, guidance, and technical oversight of the team. Reporting directly to the VP, Service Assurance, the Senior Director will play an integral part in leading and driving overall client success.
Picture Yourself at Pega:
In this role you will have the opportunity to shape and develop a team of over 10 resources. The team are a mix of experienced technical and Pega Solution Architects with new hires. This is a once in a lifetime opportunity to truly impact the future of this company as we mature to an As a Service organization.
What You'll Do at Pega:
- Lead a team of Service Assurance Advisors (SAA) focused on guiding and advising our clients on all manner of technical tasks. These tasks will be the most complex tasks, including implementations of complex 1 to 1 marketing solutions for the largest banks and telecommunication organizations in the globe. Additional tasks will include complex upgrades, migrations to Cloud, Modernization of existing clients and some reactive management of technical situations.
- Review the SAA’s portfolios of clients encountering technical service issues, to ensure a high level of satisfaction with Pega services is achieved
- Drive process and improvements aligned with clients’ requirements to ensure clients’ success criteria are met
- Partner with the various functions, including the CSM organization, GCS, Product Management, and Engineering to share and drive client feedback and product improvements
- Role model Pega’s culture and values
- Motivate and inspire team to achieve outstanding results
- Coach employees to increasing levels of competence and performance
Who You Are:
The successful candidate exemplifies a blend of deep technical expertise with client facing prowess. You are a dynamic, motivated and enthusiastic leader who is passionate about delivering excellence to our clients, as well as proficient in collaborating with business and technical stakeholders across the broader organizations.
What You've Accomplished:
- Bachelor’s Degree in Computer Science, or equivalent
- 12 - 15 years of relevant work experience, including up to 10 years leadership experience in a consulting or technical role
- Proven track record of leading a team to effectively ensure the resolution of complex technical issues to drive client satisfaction
- Deep technical knowledge of Pega’s products and services - and how they help clients achieve significant business benefits is a major plus
- Understanding of the Cloud and how to support Cloud based clients
- A track record of using relevant metrics and process improvements to drive process and organizational improvement
- Expert oral and written communication skills, leadership and poise in pressurized situations
- Tenacity, drive and the desire to succeed in a fast-paced environment
Additional Preferred Qualifications:
- Experience working within a global SaaS or PaaS organization
- Hands on experience with Pega Products
Pega Offers You:
- Gartner Analyst acclaimed technology leadership across our categories of products
- Continuous learning and development opportunities
- An innovative, inclusive, agile, flexible, and fun work environment
- Competitive global benefits program inclusive of pay + bonus incentive, employee equity in the company
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Inclusion and Diversity – Inclusive is one of our values at Pega. Pegasystems is committed to inclusion and diversity and strives to foster a fair and inclusive environment for all. We believe Pega can achieve more when we create a culture that inspires each of us to fully contribute each and every day. We encourage diverse thinking and collaboration for better outcomes for all. Learn more about our inclusive culture.
We encourage candidates of all backgrounds and skillsets to consider opportunities at Pega. At Pega, we focus on the skills needed to be successful and we know that our employees can thrive even if they don't possess a traditional background. If you like the sound of this role, but are not sure if you are the right person, please consider applying. We would love to hear from you!
As an Equal Opportunity and Affirmative Action employer, Pegasystems will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, veteran or disability status, or any other category protected by law.
Export Compliance – For positions requiring access to technical data subject to export control regulations such as this, Pegasystems may need to obtain export license approval from the U.S. Government and EU Authorities for certain individuals.
Accommodations – If you require reasonable accommodations under the Americans with Disabilities Act (US only) or comparable regional regulations in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact us here or contact (US only) 1-888-PEGA-NOW and/or 225 Wyman Street Waltham, MA 02451 ATTN: Benefits.
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