NICE VP Services & Support EMEA 

United Kingdom, England, London 

703106117

Industry Knowledge of CCAAS solution is a plus as this will help drive the continuation of the winning formula and culture in NICE.

The VP of services is a leadership role for many teams that will report up to and work alongside this position. Being able to view all challenges and tasks from a micro to a thousand-foot view will be required for this role to drive the correct behaviour and culture as well as be seen as a trusted advisor.

How will you make an impact?

• Services leadership managing customers, staff, business partners, and internal stakeholders.
• Achieving KPIs such as booking targets, revenue, and profitability, CSAT and ESAT, Support SLA among others
• Developing, building, and maintaining effective and highly efficient services and customer success teams
• Cross-functional leadership and collaboration to drive business results.
• Act as territory escalation point of contact for all services-related matters.
• Drive compliance with methodologies, tools, and practices
• Ensure adherence to published policies and procedures.
• Supporting the company with opportunities
• Strategy and regional control
• Leadership and communication to the Services and Success teams
• Escalation points and Customer Governance
• Mentor
• Culture creator and up keeper

Have you got what it takes?

• Strong knowledge of Project Management practices and Professional Services delivery
• Good management and leadership abilities
• Ability to grasp the requirements of customers and ensure they are addressed through engagements.
• Excellent communication
• Excellent presentation skills
• Business Acumen to drive and support sales initiatives
• Managing business partners
• Reginal regulation understanding
• Cultural awareness of regions
• Must have CCaaS experience.
• Industry knowledge of WEM solution and ACD solution
• Telco knowledge
• Legal and contract experience

• Self-motivated, pro-active, results-oriented professional with an ability to work with minimal direction
• Diligent/detail-oriented, well-organized, Creative thinking approach in problem-solving
• Excellent interpersonal skills at all levels, including people management, leadership and both written and verbal communication skills
• Should be able to adapt in cross-cultural work environments and multi-cultural environments, both socially and at work
• Positive attitude towards change and new environments; Sensitive to the dynamics of a cross-cultural workplace
• Able to relate to people of different personalities and backgrounds; curious, and appreciative of different work patterns while remaining committed to deadlines.
• Able to understand and adjust to cultural differences.
• Willing to travel – 40% of the time.

• Bachelor's degree in a technical field (or equivalent)