Manager, Technical Consulting

Location:Greater London
Job Type:Full Time

Job Description

As the Manager of Technical Services Consulting you will be responsible for leading the Technical Services teams within the Zendesk Professional Services organization. You will work closely with our sales and services leadership teams to ensure we achieve our project delivery, utilization, and customer satisfaction goals.

To be successful in this role, you’ll need to be an established and experienced Professional Services leader who enjoys working on software, mentoring, managing, and closely monitor billable utilization, and staffing capacity. This is a customer-centric role and we are looking for an individual who feels strongly not only about leading a diverse team, but also passionate about interfacing with customers on a daily basis.

Responsibilities:

  • Plan and direct all aspects the EMEA Technical Consulting Services organization, including but not limited to hiring, staffing, and all initiatives in alignment with Zendesk’s Global Technical Services (“GTS”) organization.

  • Lead and mentor technical team members to achieve period over period improvement in technical capabilities and business acumen related to the Zendesk Platform.

  • Ownership and accountability of your team’s technical deliverables on projects including scheduling, estimating, technical design, quality, and testing.

  • Overall responsibility and accountability of billable projects. Including staffing, scheduling, configuration, design, quality, and execution.

  • Recruiting and hiring leadership to grow the regional team

  • Contribute to planning, positioning, and definition of Professional Services offerings and methodology improvements.

  • Contribute and be measured on Zendesk Professional Services bookings and revenue targets.

Requirements:

  • 3+ years of management experience.

  • 7+ years of Professional Services consulting experience.

  • Proven results in building and executing within a Professional Services organization.

  • Passionate about customer service and how it can transform businesses.

  • Experience with RESTful and JSON API architecture design and implementation approaches within various architectures (Web, Enterprise, SaaS) and methodologies

  • Demonstrated experience with best practices within full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations management.

  • Willingness to roll up your sleeves and able to pitch in on the tactical aspects of supporting team members and customers.

  • Strong communication, presentation, project management, people management, negotiation, and coaching skills.

  • Excellent instincts and ability to interface at a senior level with ease.

  • Excellent communication, interpersonal skills, and eloquent writing skills.

  • Strong organizational skills and an ability to multitask without getting frazzled

  • Bachelor’s degree and/or MBA preferred.

  • Willing and able to travel 20%.


Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth.

More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America.


Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to fosterdiversity & inclusionin the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

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