Dirección- Bachelor's degree in a technical or quantitative/business-oriented field, or equivalent practical experience.
- 8 years of experience in technical support Service Delivery or vendor management.
- 6 years of experience leading technical support teams, operations, strategy, and change management.
- Ability to communicate in English fluently.
- Experience working with team members to design and implement strategic projects that solve business problems.
- Experience with advanced spreadsheets, SQL, and database software, with excellent analytical skills.
- Experience executing complex strategic and operational initiatives, with excellent problem-solving and project management skills.
- Experience collaborating with senior stakeholders across a large, global organization.
- Knowledge of Google Cloud and/or other Cloud platforms.
- Ability to communicate upward to senior management, laterally to site leadership team, cross-functionally to multiple teams including Vendor Management, Global Operations, and technical teams, and toward Vendor Account Management, Vendor Operations Management, and vendors at site-wide level.
As a Service Delivery Manager in Vendor Operations, you will manage Service Delivery performance for all extended workforce needs across Google Cloud, including but not limited to extended workforce strategy, governance, operations, and performance management. You will partner with all Google Cloud teams in Technical Support to set up new vendor engagements and improve existing ones. You will oversee all Google Cloud Platform (GCP) Technical Support operations in the Americas region. You will influence without direct authority, drive change at all levels within the GCP organization, and build strong working relationships.
Google Cloud accelerates organizations’ ability to digitally transform their business with the best infrastructure, platform, industry solutions and expertise. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology – all on the cleanest cloud in the industry. 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.
- Oversee a large vendor network distributed across different suppliers and sites. Own and manage relationships with GCP vendor service providers and Service Delivery performance, partnering closely with suppliers and internal GCP Support teams to ensure high quality output and successful customer outcomes.
- Lead regular business reviews ensuring sites are meeting/exceeding goals.
- Identify operational gaps using a data-driven approach and develop innovative solutions to address these in collaboration with vendor sites and business stakeholders. Collaborate with cross-functional/cross-regional stakeholders to overcome operational challenges.
- Understand end-to-end processes impacting the operation (e.g., contracting, finances, capacity, workflows, etc.) and support the relevant stakeholders driving these efforts.
- Act as the escalation point for internal and external escalations regarding performance and/or supplier relationship.
Note: Google’s hybrid workplace includes remote and in-office roles. By applying to this position you will have an opportunity to share your preferred working location from the following:
In-office locations: Mexico City, CDMX, Mexico; Buenos Aires, Argentina; Bogotá, Bogota, Colombia.
Remote location(s): Argentina; Colombia; Mexico.
- Bachelor's degree in a technical or quantitative/business-oriented field, or equivalent practical experience.
- 8 years of experience in technical support Service Delivery or vendor management.
- 6 years of experience leading technical support teams, operations, strategy, and change management.
- Ability to communicate in English fluently.
