Director, Client Services

3 weeks ago

Palo Alto, United States VMware Full time

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**Job Description**:
Director of Client Services

The End-User Computing Division empowers employees to do their best work from anywhere, through smart, seamless, and secure experiences.

As digital workspaces continue to evolve, we are designing and engineering VMware Anywhere Workspace, a holistic platform built on our industry-leading solutions for virtual apps, desktops, unified endpoint management and security. Our platform enables us to deliver upon our Autonomous Workspace vision, the next evolution of our offering that leverages data and artificial intelligence, to create workspaces that are self-configuring, self-healing, and self-securing. Together, our work is enabling organizations to optimize both employee experience and security, while modernizing IT and lowering operational risk.

The Director of Client Services plays a critical role in overseeing all aspects of an organization's device, authentication, support and collaboration infrastructure and operations. They are responsible for developing and implementing IT strategies to support the organization's goals and objectives through the close partnership with the product development team. This leadership position requires a blend of technical expertise, strategic vision, business acumen, and managerial skills to ensure the effective and efficient use of technology resources.

**Responsibilities**:
1: Strategic Planning:
Develop and implement IT vision, principles and strategy aligned with the organization's objectives. Identify emerging technologies and trends to drive innovation and competitive advantage. Develop a referenceable IT Organization that is industry leading and proactive in its support and relationship with the business.

2. Team Leadership:
Manage, mentor and lead a team of Sr Engineers, Architects, support staff and program managers. Foster a culture of collaboration, innovation, exceeding expectations and pride globally for both in office and remote workers.

3. Infrastructure Management:
Oversee the design, implementation, and maintenance of the organization's IT infrastructure and cloud services as it relates to Client services. This includes but is not limited to software licensing, cloud subscriptions, security and collaboration tools. Ensure scalability, reliability, and security of IT systems.

4. Application Advocate:
Partner with sales to build and develop an internal product advocacy program showcasing how Omnissa uses its own products internally. Present to customers and regularly meet with the product teams to provide product feedback as well as test emerging solutions as customer 0 and 1. Coordinate with internal stakeholders to prioritize test projects, bugs and feedback.

5. Security and Compliance:
Partner with the IT Security team to balance between risk and end user experience by identify IT security policies, procedures, and best practices to protect against cyber threats and ensure compliance with regulatory requirements. Conduct regular security audits and risk assessments.

6. Vendor Management:
Evaluate, select, and manage relationships with IT vendors, service providers, and consultants. Negotiate contracts, experience level agreements, and pricing terms to optimize value and quality of services.

7. Budgeting and Financial Management:
Develop and manage the IT department budget, including capital expenditures, operating expenses, and project costs. Monitor spending and resource utilization to maximize ROI and cost-effectiveness.

8. User Support and Training:
Ensure timely and effective resolution of IT-related issues and provide user support and training as needed. Promote user adoption of technology solutions and self-service tools.

9. Disaster Recovery and Business Continuity:
Develop and maintain a comprehensive disaster recovery and business continuity plan to minimize downtime and data loss in the event of a system failure or disaster.

10. Stakeholder Communication:
Communicate IT initiatives, accomplishments, and challenges to executive leadership, department heads, and other stakeholders. Collaborate with cross-functional teams to align IT priorities with business needs.
- Qualifications:

- Bachelor's degree in Computer Science, Information Technology, or related field. Master's degree preferred.
- Proven experience (20+ years) in IT leadership roles, with a track record of success in driving strategic initiatives and managing complex projects.
- In-depth knowledge of IT infrastructure, systems integration, software development, and cybersecurity principles.
- Experience in proactive support including but not limited to data driven insights with user and device behavior reporting and predictive AI.
- Strong leadership, communication, and interpersonal skills. Ability to inspire and motivate teams to achieve goals and overcome challenges.
- Proficiency in budgeting, financial analysis, and vendor management. - Relevant certifications such as CISSP, PMP, ITIL, TOGAF or CCIE are a p

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