Senior Director, Service Implementation

2 months ago

Singapore CLARIVATE ANALYTICS (SINGAPORE) PTE. LTD. Full time
Roles & Responsibilities

We are looking for a Senior Director for APAC region to join our Library Software Professional Services Team. This is an amazing opportunity to work on Clarivate Library Software like Alma, Primo, Polaris, Vega… The Senior Director will have approximately 3 direct reports with a whole team size about 20 people, and is reporting to VP, Service Implementation (based in US).


The Senior Director is responsible for all aspects of Professional Services Implementation delivery to Clarivate Library Software Group customers throughout the APAC region. Responsible for meeting operational and financial targets that contribute to the company’s business goals through effective management of resources and successful customer outcomes. Works in cooperation with peers in other geographical regions, shared services teams, and other stakeholders to define policies, procedures, and methodologies as part of the Global Services Implementation organization.


About You – experience, education, skills, and accomplishments

  • Exceptional leadership, communication, strategic thinking, as well as a track record of building high-performing teams.
  • Transformational leader, taking the business to the next level through disruptive thinking and innovation with the ability to navigate frequent change and ambiguity.
  • At least 10 years of management and leadership experience in a similar capacity
  • Experience working in a commercial environment and APAC role
  • Experience working in a related field including customer service, library services, higher education technology, or other technical services.
  • Experience working in a matrix organization, with colleagues from sales, product management/development, support, and other roles.
  • Excellent oral and written communication skills including the ability to communicate effectively and appropriately at all levels of an organization.
  • Strong work ethic, teamwork skills and ability to be self-directed and resourceful.
  • Customer service focused & commitment to quality, responsibility, & high work standards.
  • Strong organizational skills with the ability to prioritize in a fast paced, dynamic work environment.
  • Fluency in English

It would be great if you also have . . .

  • Previous experience working with Ex Libris and/or Innovative products, services, and customers.
  • Extensive services implementation experience in leading enterprise engagements
  • Master’s degree in library/information science or related technical or business field.
  • Fluency in other APAC language in addition to English.

What will you be doing in this role?

  • Lead a team of professionals responsible for delivering Ex Libris and Innovative product services to customers throughout the APAC including initial implementation and post-implementation services.
  • Plan, monitor, and manage resource capacity and services forecast.
  • Drive performance and achieve operational and financial targets that contribute to the company’s business goals through effective management of resources and successful customer outcomes.
  • Work in cooperation with peers in other geographical regions, shared services teams, and other stakeholders to define policies, procedures, and methodologies as part of the Global Professional Services organization.
  • Lead and participate in initiatives to identify and implement process improvements in support of Global and APAC Services business.
  • Work closely with colleagues in sales, product, support, and other teams as part of a matrix organization.
  • Represent the APAC Clarivate Library Software Group Professional Services organization internally and externally.
  • Act as a point of escalation to customer engagement matters, handle complex problems, and reach optimal outcomes.
  • Identify and address opportunities for strategic growth and improvements.

About the Team

APAC Service Implementation team consists of about 20 people, located in different APAC countries and is responsible for all aspects of professional services delivery to Clarivate Library Software Group customers throughout the APAC region.


Service Implementation teams in Clarivate are experts in product and project implementations. We enable our customers to get the maximum value out of Clarivate software products and reach their business goals, accompanied by our expert advice, training, managed services and support.


We provide world-class services by consistently meeting customer satisfaction while continuously improving our organizational efficiency.


Hours of Work

This is a full-time position, based in Singapore, primarily working core business hours in Singapore time zone, with flexibility to adjust to various global time zones as needed. This is a hybrid position working in the office up to 3 days a week.


Tell employers what skills you have

Higher Education
Microsoft PowerPoint
Managed Services
Leadership
Customer Support
Customer Engagement
Visio
Technical Services
Authorization
Customer Satisfaction
Customer Service
Teamwork Skills
Professional Services
Linux
Ability to Prioritize

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