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Technical Services Delivery Lead

County Cork, Ireland (On-site)

Technical Services Delivery Lead

1 Month ago • All levels

About the job

Summary_{By Outscal}

Trend Micro seeks a Technical Services Delivery Lead to enhance and grow services for European Enterprise customers. Must have proven track record in delivering technical services within cybersecurity or technology industry, strong understanding of Customer Success methodologies, excellent strategic thinking and problem-solving skills, and exceptional communication skills.

Discover Trend

Trend Micro, a global cybersecurity leader, helps make the world safe for exchanging digital information. Fueled by decades of security expertise, global threat research, and continuous innovation, Trend Micro's cybersecurity platform protects hundreds of thousands of organizations and millions of individuals across clouds, networks, devices, and endpoints. As a leader in cloud and enterprise cybersecurity, the platform delivers a powerful range of advanced threat defense techniques optimized for environments like AWS, Microsoft, and Google, and central visibility for better, faster detection and response. With 7,000 employees across 65 countries, Trend Micro enables organizations to simplify and secure their connected world. For additional information, visit www.trendmicro.com

Discover You
At Trend, we are always looking for top talent. We hire capability 1st, and you will work with the best. When you join us, you have direct access to any level, and freedom to make an impact and influence. With Trend Micro, you drive your own development. You are recognised for your passion to succeed, and can be the best part of yourself here.

Discover your next exciting career opportunity….

We are seeking a dynamic and experienced Technical Services Delivery Lead to join our team, accountable for defining, leading, and tracking strategic and operational processes for our Premium Support and Service One Enterprise Customers across Europe.

Role Overview:

The Technical Services Delivery Lead will be responsible for developing and delivering strategies to enhance and grow services for our European Enterprise Customer base. This role is crucial in delivering customer outcomes and driving Net Revenue Retention (NRR). The ideal candidate will identify opportunities to optimize and scale Customer Success charters within the Services organization, focusing on adoption, retention, and expansion.

Key Responsibilities:

Strategic Leadership: Develop and deliver strategies to enhance and grow services for our European Enterprise Customer base, ensuring customer outcomes and driving Net Revenue Retention (NRR).
Customer Success Optimization: Identify opportunities to optimize and scale Customer Success charters of adoption, retention, and expansion within the Services organization.
Standardization of Practices: Develop, refine, and standardize Customer Success (CS) practices with the aim of driving customer outcomes.
Best Practices Alignment: Align with Customer Service Manager (TAM) leaders to drive best practices within the team.
Cross-Functional Collaboration: Collaborate cross-functionally and across regions to align and execute on driving customer outcomes.
Product Management Partnership: Partner with the product management team to increase usage of Trend Micro’s V1 platform and identify new services roadmap opportunities based on customer feedback.
Resource Planning: Involved in resource planning to ensure the Services organization has the necessary talent and resources to meet customer and organizational goals effectively.
Key Performance Indicators: Leverage data to generate and report on Key Performance Indicators (KPIs) to measure results and performance of services, including a comprehensive understanding of the overall health of S1 and PSP customers.

You are:

An experienced professional with a blend of technical expertise, strategic thinking, and customer-centric insights.
Eager to understand the customer’s pain points and understand how an organisation’s services can contribute to driving customer outcomes.
A proactive problem solver that is realistic with a creative flair. You solve complex problems for the present whilst shaping future strategies.
An architect that collaborates cross-functionally with various stakeholders with the ability to balance detailed execution with the broader organizational vision.
Comfortable with making challenging decisions to drive business forward.
Always on the look out for opportunities to continuously improve how things are done, especially when it comes to leveraging technology & automation to drive efficiencies and impact
Structured and fast paced
A positive person that does not give up easily. You are super curious and love to learn. You believe in self-improvement.

Qualifications:

Proven track record in delivering technical services to external clients within the cybersecurity or technology industry.
Strong understanding of Customer Success methodologies and best practices.
Excellent strategic thinking and problem-solving skills.
Exceptional communication and interpersonal skills.
Demonstrated ability to collaborate effectively across functions and regions.
Experience in leveraging data to drive insights and measure performance.
Understanding of IT infrastructures and the cybersecurity industry is a key advantage.

#LI-CM1

At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. We like to have fun while taking our culture seriously. We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status. We do not allow discrimination or harassment of any kind.