Senior Director, Head of Regional Customer

Division OverviewCustomer Services is an integral part of Adenza's growth and success. This division's mission is to continuously enhance the Adenza Customer experience in how they consume the Adenza software and services, using a strategic customer-centric approach focused on driving customer adoption and retention. Thus, successfully differentiating Adenza from our competition and contributing to the net growth of our business while offering intense and excellent career development opportunities.Team and Role OverviewThe Senior Director, Regional Head of Customer Delivery is responsible for contributing to the business growth of the company by managing an expanding services business and the associated team within Latam, with teams in Mexico, Colombia, Chile, and Brazil. This is also with respect to both increased new services and education bookings through the timely, effective delivery of services contracts resulting in a profitable services business and satisfied customers across both the Capital Markets (Calypso) and Regulatory Solutions (AxiomSL) product lines. Must be able to work independently and make daily decisions without consulting their manager, including but not limited to, managing areas to achieve financial objectives, communicating with clients to ensure accurate expectations on large and complex opportunities, building a high-quality team with the right mix of skills and roles to optimize the business with a strong emphasis on skills development. This position reports directly to the Global Head of Customer Delivery.**Responsibilities**:Lead and manage teams of Services professionals responsible for scoping, designing, and implementing Adenza solutions across the region utilizing services best practicesMeet or exceed customer expectations by ensuring team members accurately scope, assess, and deliver solutions that address the client's business requirements within the "Scope of Work" agreed to by the company and the customerResponsible for aligning with sales, and coordinating CD resources to ensure that services engagements are accurately scoped and client expectations are managed such that client satisfaction is achievedCreate and execute a growth plan including a strategy to build, manage, and burn the backlog in order to attain revenue goals, as well as the continued attachment of professional services to new product contracts and organic growth of the services run rate business within the existing local customer base in order to attain bookings goalsManage the entire business for the area, ensuring financial objectives are achieved and expenses are within budgetAccurately forecast monthly and quarterly bookings and revenuePartner collaboratively with Sales Management, actively participating in the sales account planning and pipeline management planning activities to assist in identifying new and follow-up Services and Education opportunitiesEnsure contract business terms do not expose the company to unreasonable risk and provide the capability to achieve target marginsInteract with staff, customer, and internal departments as necessary to escalate implementation issues, with the purpose of timely and effective resolutionEnsure managers collaborate with the Resource Management team to ensure appropriate and consistent assignment of all applicable staff, enabling each to obtain billable utilization targetsEnsure all staff adheres to the timely execution of operational processes, including timesheets, expenses, and project reporting. Ensure each team member responsible for time approval reviews each entry for accuracy, then approves in a timely fashionEnsure all staff adhere to company policies of Code of Conduct/Ethics, Security, and any required training available at LMSDevelop and mentor staff by guiding their learning in conjunction with the strategy and direction of Adenza’s Product and Services businessesEnsure that customer expectations are aligned with scoped deliverables prior to the initiation of all engagementsSkills And RequirementsMinimum 10 years in professional services consulting of which 5 years are within management, with experience in capital markets and/or regulatory solutions for the financial industry preferredPrevious experience developing and executing a business plan resulting in positive growthPrevious implementation experience with mission-critical systemsPrior employee management and project/program management experienceStrong business knowledge is required to properly communicate with team members and customers on behalf of the companyMust be able to mentor and manage individuals in a positive and constructive manner, contributing to their overall development as an employeeHas an understanding of the complexity of software implementations as a result of previous personal experience and applies past experience to assist the current team in achieving their objectivesRecord of leadership in a global, remote, team-oriented environm