Akamai Technologies, Inc. Service Line Manager - High Tech in San Francisco, California

Service Line Manager - High Tech

San Francisco, United States

Professional Services

3 days ago Post Date

012449 Requisition #

The Service Line Manager in the Global Services and Support team is responsible for managing cross functional, full life-cycle service delivery for customers at a regional or industry vertical level. A Service Line Manager role requires someone with strong leadership, interpersonal, and business skills to work with Sales to protect and grow our account base. The Service Line Manager leads a services team comprised of individual contributors. The Service Line Manager works closely with our Customer Care organization for technical and business support.

As a Service Line Manager you will be responsible for:

  • Customer Satisfaction – To deliver world class service and to drive customer satisfaction. Akamai measures this primarily through Net Promoter Score (NPS) model as a measure of success in customer satisfaction.

  • Planning and Execution – Proactively drive initiatives to improve the pre-sales and service delivery capabilities of the service team to improve customer satisfaction. In addition, help achieve Sales strategic product and revenue goals and services revenue goals. This includes creating yearly strategic business plans and quarterly updates.

  • Cross Functional Service Delivery – Manage cross functional team to deliver quality technical service delivery for customers. Requires willingness to thoroughly understand Akamai’s technology and the accountabilities of each function to successfully deliver service.

  • Sales Alignment - Work hand-in-hand with their counterpart in Sales, typically a Regional Sales Manager or Sales Director to protect and grow the business. You will work together to develop account plans and work jointly to address regional customer satisfaction, competitive differentiation, and other elements of the business.

  • Services Revenue – Responsible for managing to a services revenue number. This includes integration revenue, standardized support packages, as well as custom professional services. Thorough knowledge of revenue recognition rules is required.

  • Global Functional Alignment – Ensure each function on the team follows the standards of the role. Consistency is critical to building scale in our business and is responsible for meeting consistency standards and managing to global functional metrics.

  • Resource Planning and Allocation – Develops yearly resource planning and allocation strategy, in alignment with the division directors. This includes performance management, compensation, hiring, and firing.

  • Financial and Operations Management – Ensure core financial and operating metrics are managed effective in order to ensure team remains on track towards c-sat, services revenue, and other core metrics throughout the year. Experience in budget management (P&L) strongly preferred.

  • Effective Communication – Proactively communicates team’s direction, goals and progress to field, GSS leadership, C-Level Akamai leaders, division heads, functional team, and peers.

  • Professional Development – Responsible for developing team’s consulting, technical, and leadership skills to achieve employee satisfaction and scale our business.

  • Must be willing to travel 25-30%.

About the Team

The High Tech Services team is an experienced group of industry experts and internet technologists working with the leaders in Cloud/SaaS Providers, Network Equipment Providers, Device Manufacturers, and Enterprise Software Publishers. From a range of backgrounds across the High Tech sector, they engage with our customers to consult on industry best practices, design and build quality solutions, and always maintain the highest quality customer service.

Required Education and Experience

Applicants must meet one of the following education and experience requirements:

  • Minimum 8 years of relevant experience with a Bachelor's Degree in Computer Science, Engineering, Management Information System, another related field or its equivalent or

  • Minimum 6 years of relevant experience with a Bachelor's Degree in Computer Science, Engineering, Management Information System or another related field.

Required Skills

  • Minimum 5 years of experience with Internet technologies, such as HTTP, DNS, SSL, streaming protocols, etc.

  • Minimum 3 years of experience supporting Fortune 500 customers & creating service/support strategies.

  • Minimum 1 years of team lead/team management experience.

Desired Skills

  • Experience in a revenue management or forecasting role (i.e., Services Manager, Engagement Manager, Business Development).

  • Prior experience in the Media industry, and/or related Internet technologies – e.g., streaming formats, video players, etc.

  • General exposure to security technologies, processes, and concepts such as PKI, TLS, firewalls, NIST 800-53, FIPS-140-2, Authentication & Authorization, Client Certificates, OCSP, etc. a plus.* Experience in expanding customer service and support services revenue.* Demonstrated operations and organization skills implementing and driving best practices in multi-office, cross functional organizations.

  • Strong understanding of managed services and Agile methodologies.

  • Strong organization and analytical skills.

  • Outstanding interpersonal skills, with a proven record of successfully building collaboration around important initiatives.

  • Successful track record of working and influencing matrixed organizations.

  • Strong written and verbal communication skills, including the ability to effectively present technical and business related subjects to all audiences.

  • Demonstrated problem solving skills, drive for results, interpersonal savvy, and customer focus.

  • Experience managing distributed teams

About Akamai Technologies

Akamai is the global leader in Content Delivery Network (CDN) services, making the Internet business ready—fast, reliable, and secure—for its customers. The company's advanced web performance, mobile performance, cloud security and media delivery solutions are revolutionizing how businesses optimize consumer, enterprise and entertainment experiences for any device, anywhere. Headquartered in Cambridge, MA, Akamai has offices around the world and operates the most pervasive, highly distributed CDN—with more than 200,000 servers in 110 or more countries—delivering up to 30% of all Web traffic. Learn more atwww.akamai.com/careers.

Akamai is a growing, and evolving, company with offices and operations around the world. As such, we strive to foster inclusive and representative workplaces where all employees are wholly welcome, and enabled to share and benefit from each other’s diverse contributions, as one global team. Our commitment to diversity reaches beyond our corporate offices, to our business partners and suppliers who share the same principles, and whose employees we value as integral to the Akamai business family. Learn more atwww.akamai.com/diversity.

Akamai Technologies is an Affirmative Action, Equal Opportunity Employer that values the strength that diversity brings to the workplace. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, protected veteran status, disability, or other protected group status. If you'd like more information about EEO rights under United States law, please click here.