Red hat Red Hat Training & Certification Delivery Manager North America 

United States, North Carolina, Raleigh 

520934505

About The Job

The Red Hat Training and Certification team is looking for a Delivery Manager to oversee customer-facing training deliveries the pre-sales, sales, and partner support functions across North America. In this role, you will ensure that the appropriate mix of instructors is available to meet current and future customer demand and financial obligations and also arrange the highest quality possible by certifying all new instructors, proactively training and upskilling the instructor community, and monitoring and responding to student survey results. As a Delivery Manager, you will also establish that the correct supply of courses is available to meet regional financial targets and that our delivery costs are kept in line. In addition, you will support the scoping, creation, and delivery of custom content as required by customers. Because a partner is leveraged to deliver a significant portion of our training, you’ll need to have excellent partner management and negotiation skills and a thorough understanding of the contract structure and fees. In addition, you will require deep comprehension of the technology and systems used by the Training organization.

What You Will Do

• Lead all aspects of training delivery for the customer-facing training business

• Lead regional instructor and solution architect teams/resources

• Lead sales, partner, and delivery support teams/resources

• Certify all new instructors and ensure that an adequate supply of instructors is available for current and anticipated future demands

• Ensure the instructor pool remains certified to the appropriate levels and maintain a current inventory of the NA instructors skills profiles

• Work with sales, pre-sales, and customers to ensure revenue and margin targets are met while maintaining high Net Promoter Scores for training deliveries

• Maintain a high level of engagement with the instructor community

• Manage the public and private training schedule to meet customer demand

• Monitor and measure the quality of delivery engagements through analysis of instructor, curriculum & platform, and facility quality scores; you will be expected to take proactive actions to address root causes of student dissatisfaction

• Partner with senior management to ensure that they are constantly aware of the state of training delivery and the efforts to expand and improve it

• Ensure that training events are properly scoped to meet customer and student expectations

• Support the scoping, creation, and delivery of custom content as needed

• Manage and organize an annual instructor conference

• Successfully manage all delivery-related partnerships with a keen understanding of contract structures

• Collaborate with global teams to ensure a high level of consistency of delivery

What You Will Bring

• Deep understanding of the IT training industry with the ability to operate in a rapid growth and rapid change environment

• 5+ years of resourcing or staffing experience in a technical professional services environment and a proven open leadership track history

• 5+ years experience resolving customer satisfaction issues.

• 5+ years of people management experience using open leadership practices; ability to effectively manage within a matrixed environment

• Flexibility to work outside of normal working hours when necessary to drive resolution of any delivery issues

• Solid partner management and negotiation skills

• Outstanding analytical and data skills

• Outstanding written and verbal communication skills; excellent interpersonal skills

• Familiarity with learning management systems, reporting tools, and other systems used by technology training organizations

• Ability to travel up to 10% of the time

• Fluent reading, writing and verbal language skills in English; French Canadian a plus but not a requirement

• Knowledge of open source software solutions and open source as a business model is a plus

• Bachelor's degree in a related field or equivalent experience required

The salary range for this position is $142,950.00 - $228,710.00 (inclusive of base pay + target incentive compensation). Actual offer will be based on your qualifications.

Pay Transparency

● Comprehensive medical, dental, and vision coverage

● Flexible Spending Account - healthcare and dependent care

● Health Savings Account - high deductible medical plan

● Retirement 401(k) with employer match

● Paid time off and holidays

● Paid parental leave plans for all new parents

● Leave benefits including disability, paid family medical leave, and paid military leave