Director of Solutions and Services Delivery

San Francisco, CA
Full Time
Value Added Services
Senior Manager/Supervisor

Full-Time, Exempt position

 

We’re a high-impact, global nonprofit social enterprise that believes in using technology for the greater good. Since 1987, we’ve been building partnerships and alliances with individuals, corporations, nonprofits, and governments across the globe – all committed to helping nonprofits fully access the profound power of technology and a connected world — and use it to improve lives.

But we won’t stop there: as technology and global needs change, so do we. We’re creating new, community-driven platforms and mobile apps and are enhancing our offerings so that nonprofits around the world have the resources they need to build a brighter future for millions of individuals.                                                                                         

We’re innovators, leaders, influencers, social entrepreneurs, and technologists drawn together by a shared vision: to make the world a better place through technology. Join us!

 

Position

The Director of Services Delivery will be the driving force behind the success of TechSoup’s ability to deliver services that foster digital resilience and transformation of civil society organizations. This role is both highly collaborative and also highly distributed, involving managing staff and partners distributed around the globe. It will be critical to collaborate closely with the Solutions & Services development teams both in the US and in our regional centers around the world as they seek to develop, design and launch services that provide advice, implementation/migration, and ongoing support and management to nonprofits adopting new technologies. This position also requires strong process design and implementation experience as we will be pulling together a set of work and partnerships that are currently managed and distributed under different teams and work.  

Core functions include team management and leadership, oversight of the service and solution delivery work, service delivery partners management[CJ1] , and controlling and managing cross-organizational resources for the successful delivery of services and solutions offers.

                        

Duties and Responsibilities

  • Oversee all aspects of TechSoup’s global service delivery capabilities
  • Advise senior management across all teams on strategies to scale service delivery capacity while continuing to own the customer relationship – this can include tech infrastructure, finance, customer support / customer success, and our public-facing online marketplace
  • Collaborate and consult with the S&S development team on
    • “micro service” development to serve the micro-small NGO segment (those with 10 or fewer staff) and how micro services can be sequenced and/or combined to deliver ongoing value and benefit to our NGO customers
    • Service ideas to support TechSoup’s top product programs
    • Options to provide support across not only TechSoup’s top NGO markets in each region, but across all 236 countries and territories and in local language where possible
  • Manage our team(s) of service delivery staff across our 5 regional centers
    • US CSP support team
    • LATAM technical support staff (1)
    • APAC technical support staff (1)
    • Africa
    • EU
  • Standardize and streamline in-house service delivery
    • Identify what tools we need to lower the costs and increase efficiencies of services delivery
    • Standardize service delivery processes and steps across all regional centers
    • Identify and implement best practices for service delivery
  • Manage our 8+ 3rd party service delivery partners for service delivery and performance
    • Review pipeline conversion rates with partners
    • Improve customer experience across the inquiry-to-service completion lifecycle with service partners
    • Review customer leads
  • Provide advice to TSGN partners seeking to deliver services themselves in their own markets and create established process for reporting on those services to be integrated into TechSoup’s overall reporting.
  • Create a customer satisfaction data collection process for all services globally and use to evaluate performance of both in-house teams and service partners.
  • Identify new service needs ideas for development by the Solutions & Services team
  • Identify updates to existing services to the Solutions & Services team – services that need to be tweaked or changed, expanded or reduced, etc. – so that the S&S team can update the service descriptors, pricing and messaging.
  • Identify and surface to sales and marketing new language or ideas for how to better express the value of the services we provide.  

 

Qualifications

Any combination of education and experience that provides the required skill and knowledge base for successful performance in this role would qualify. Typical qualifications and skills would include:

Required

  • Staff management: experience providing guidance, performance evaluations, feedback, and support to direct reports, including guiding decision making based on performance analysis.
  • Operations, project planning and delivery: experience designing, setting up, and managing and improving workflows and back office operations with excellent project management skills and experience supporting multiple parties or contributors, including cross-functional team project management and coordination.
  • Clear and diplomatic communication skills: ability to communicate (orally and in writing) ideas, objectives, processes and policies clearly so that they can be understood and acted upon easily, particularly for TechSoup and TSGN staff for whom English is a 2nd language and therefore clarity is critical
  • Relationship Building: Manages complex multi-function and/or global delivery relationships internally and externally with senior and executive level management.
  • Strong alignment with TechSoup’s core values: Promote Trust, Be Relevant, Be Resourceful, Inspire, Show Courage, Strive for an Equitable Planet

Notes on role requirement

  • Travel: regional, national and/or global travel may be required (eventually)
  • Work hours: as a role that interfaces globally, this role requires regularly attending meeting that fall outside of 9-5pm local time.

 

TechSoup is an Equal Opportunity Employer and is committed to ensuring that all employees

 
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