Service Delivery Manager Go-to-Market Google Cloud
Місто :
, Kyiv,
Компанія :
Google
Зарплата :
Знайдено :
12 днів тому
Опис
By applying to this position you will have an opportunity to share your preferred working location from the following: Warsaw, Poland; Kraków, Poland; Wrocław, Poland . About the job A problem isn’t truly solved until it’s solved for all. That’s why Googlers build products that help create opportunities for everyone, whether down the street or across the globe. As a Program Manager at Google, you’ll lead complex, multi-disciplinary projects from start to finish — working with stakeholders to plan requirements, manage project schedules, identify risks, and communicate clearly with cross-functional partners across the company. Your projects will often span offices, time zones, and hemispheres. It's your job to coordinate the players and keep them up to date on progress and deadlines. Our goal is to build a Google that looks like the world around us — and we want Googlers to stay and grow when they join us. As part of our efforts to build a Google for everyone, we build diversity, equity, and inclusion into our work and we aim to cultivate a sense of belonging throughout the company. The Google Cloud Go-To-Market HelpDesk aims to enable Google Cloud to close compliant business agreements, recognize business growth, deliver products and services, and ensure accurate planning, billing, and attainment for the GTM organization. We empower Google Cloud sellers to focus on customer business goals by delivering a delightful and efficient full lifecycle support experience. Key priorities include establishing enterprise-grade systems, standardizing business practices, and leveraging emerging technologies, including generative AI, for timely and helpful solutions. Data Quality Operations is a critical pillar within Cloud GTM HelpDesk. Data Quality Operations provides Google Cloud Sales teams with self-service and people-supported solutions to quickly resolve data quality and/or attainment issues. Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems. Responsibilities: Partner with cross-functional teams locally and globally to drive continuous vertical and horizontal process improvements. Use AI and other technologies for continuous process improvement and reengineering. Engage with stakeholders to triage business needs and drive awareness of GTM HelpDesk’s full range of services. Manage escalations in line with the established policies. Manage ongoing vendor operations with timely case resolution. Track vendor performance against key metrics, quality, and CSAT. Address performance issues and collaborate with vendors to implement corrective actions. Investigate causes of SLA failures through root cause analysis. Drive continuity through scalable, secure access to critical data and systems. Maintain up-to-date vendor and seller-facing knowledge content and process maps by regular reviews. Develop KPI reports and dashboards and share actionable business insights. Lead business reviews and execute a robust vendor governance plan with regular reviews. Minimum qualifications: Bachelor's degree or equivalent practical experience. Experience in operations, vendor or service delivery management. Experience in SQL, data analysis or a related field. Preferred qualifications: Experience in managing large customer support operations across multiple geographies. Experience with quality assurance processes, including conducting audits, facilitating calibration sessions, and using data to drive continuous improvement. Experience in process reengineering (e.g. Six Sigma), sales compensation administration or design, and Salesforce or other CRM/ERP systems. Experience effectively partnering with technical, business, and operations colleagues, with excellent problem-solving and analytical skills, and business judgment. Strong SQL expertise and other database, automation, or business intelligence skills, including experience using data visualization tools such as Looker Studio. Understanding of data security and access control mechanisms. Benefits: Health and Wellbeing (Medical, dental, and vision insurance for employees and dependents) Financial wellbeing (Competitive compensation, regular bonus and equity refresh opportunities) Flexibility and time off (Paid time off, including vacation, bereavement, jury duty, sick leave, parental leave, disability, and holidays) Family support and care (Fertility and growing family support, parental leave and baby bonding leave) Community and personal development (Educational reimbursement) Googley extras (Inspiring spaces to work, recharge, and collaborate with fellow Googlers)