Mgr, Enhanced Services

Skip to main contentCareers at F5Sign InMgr, Enhanced Services page is loadedMgr, Enhanced ServicesApplyremote typeHybridlocationsSingapore Officetime typeFull timeposted onPosted 30+ Days Agojob requisition idRP1037702At F5, we strive to bring a better digital world to life. Our teams empower organizations across the globe to create, secure, and run applications that enhance how we experience our evolving digital world. We are passionate about cybersecurity, from protecting consumers from fraud to enabling companies to focus on innovation.  Everything we do centers around people. That means we obsess over how to make the lives of our customers, and their customers, better. And it means we prioritize a diverse F5 community where each individual can thrive.Our EmployeesAre valued and empowered, collaborative and team-oriented, innovative in their approach and passionate about their work. They are reliable, trustworthy and open with a high level of integrity. They value diversity, are inclusive and are committed to a global mindset.POSITION SUMMARY:The Enhanced Services manager is a key member of the Support management team providing direct supervision to a combination of Service Delivery Managers and others related to their managerial accounts. They are responsible overall team management, are accountable for the global consistency of our Enhanced Services offerings. Manager of Enhanced Services is a key contact and leader for our most valuable customers. This responsibility requires the Manager to interact with the customers and other internal F5 people on high profile and high impacting events during intense and acute situations. This responsibility requires the Manager to interact with the customers and other internal F5 people on high profile and high impacting events during intense and acute situations. They are accountable for operational results as defined in F5’s Quality Management System (QMS). In our matrix managed environment, the role of the Manager requires interaction across multiple Global Network Support Center locations requiring leadership skills to address both immediate operational actions and strategic collaboration in line with F5 policies and Quality Management System. The Enhanced Services manager provides guidance and support to cross-team initiatives relative to improvements in F5’s enhanced services offerings, operations systems, and process improvements.PRIMARY RESPONSIBILITIESResponsible for upholding F5’s Business Code of Ethics and for promptly reporting violations of the Code or other company policiesBeing a leader for the Global Enhanced Services TeamActing as an escalation point, as required, to ensure our most valuable customers’ issues are resolvedManagement duties include the supervision of exempt and/or nonexempt level staff.  This includes but is not limited to, conducting performance evaluations, approving paid time-off (PTO), assigning or delegating work, providing on-the-job training, giving guidance to staff, conducting performance improvement plans, taking disciplinary action, and interviewing candidates for open positions.Regularly interacts with other leaders within and outside of F5 gaining cooperation and solutions for the team and customers. Manage customer interaction by coordinating communication internally and externally and directing issues to resolution. Ensure high customer satisfaction on all support related interactions by managing the team to the processes and standards outlined in F5’s Quality Management System.Contribute to process and infrastructure improvementThey may assist in the Service Sales process in helping customers see the value of our Enhanced Services offerings. Perform other related duties as assigned.Knowledge, Skills and Abilities:  Proven track record in managing and developing employees in a technical and relationship environmentStrong focus on customer satisfactionMust be able to handle sensitive customer issues professionally instilling confidence...