Media Service Line Manager

Akamai Technologies Inc New York, NY
As a Service Line Manager (SLM) in the Global Services & Support organization at Akamai Technologies, you will be responsible for managing cross-functional, full lifecycle service delivery for customers within the Media division. You will own the Services revenue, resource forecast, and project portfolio operations for the team. The role requires someone with strong leadership, interpersonal, and business skills to work with Sales to protect and grow our account base. The SLM manages individual contributors comprised Technical Project Managers and must also work closely with peer organizations such as Customer Care, Service Delivery, and the Security groups for technical and business support delivered into Media accounts.


* Customer Satisfaction – The primary function of the SLM is to deliver world class service and to drive customer satisfaction. Akamai measures this primarily through Net Promoter Score (NPS) model as a measure of success in customer satisfaction.

* Planning and Execution – Proactively drive initiatives around the operational delivery capabilities of the Services team to improve customer satisfaction. In addition, help achieve Sales strategic product and revenue goals and services revenue goals. This includes creating yearly strategic business plans and quarterly updates.

* Cross Functional Service Delivery – Manage cross functional team to deliver quality technical service delivery for customers. Requires willingness to thoroughly understand Akamai's technology and the accountabilities of each function to successfully deliver service.

* Sales Alignment - Work hand-in-hand with their counterpart in Sales, typically a Regional Sales Manager or Sales Director to protect and grow the business. The SLM and Sales counterpart will develop account plans and work jointly to address regional customer satisfaction, competitive differentiation, and other elements of the business. Up to 20% travel is required to support customer activities at customer locations when necessary.

* Services Revenue – The SLM is responsible for forecasting and managing to a Services revenue target. This includes integration revenue, standardized support packages, as well as custom professional services.

* Global Functional Alignment – The SLM must ensure each function on the team follows the standards of the role. Consistency is critical to building scale in our business and the SLM is responsible for meeting consistency standards and managing to global functional metrics.

* Resource Planning and Allocation – Develop yearly resource planning and allocation strategy, in alignment with the division vice presidents. This includes performance management, compensation, and hiring.

* Financial and Operations Management – Ensure core financial and operating metrics are managed effectively in order to ensure the team remains on track towards C-sat, services revenue, and other core metrics throughout the year. Experience in budget management (P&L) strongly preferred.

* Effective Communication – Proactively communicate team's direction, goals and progress to the field, GSS leadership, C-Level Akamai leaders, division heads, functional team, and peers.

* Professional Development – Responsible for developing team's consulting, technical, and leadership skills to achieve employee satisfaction and scale our business.

* Reporting Structure – Position is part of the Media services division, managed by the Service Line Director. The Director is responsible for multiple Services teams at a regional or industry vertical level.

About the Team

The Media Americas services team is an experienced group of industry experts and Internet technologists working with the top Media, Carriers, Platform, Gaming and Partner companies in North America. Having joined Akamai from a range of backgrounds, they engage with our customers to design and build quality solutions, consult on industry best practices, support large live streaming events, and always maintain the highest quality customer service.

Required Education and Experience

* Minimum 8 years of relevant experience with a Bachelor's Degree in Computer Science, Engineering, Management Information System, another related field or it's equivalent.

Required Skills

* Minimum 1 years of team lead/team management experience.

* Minimum 3 years of experience with Internet technologies, such as HTTP, DNS, SSL, streaming protocols, etc.

* Minimum 3 years of experience supporting Fortune 500 customers & creating service/support strategies.

Desired Skills

* Experience in a revenue management or forecasting role (i.e., Services Manager, Engagement Manager, Business Development).

* Prior experience in the Media industry, and/or related Internet technologies – e.g., streaming formats, video players, etc.

* Experience in expanding customer service and support services revenue.

* Demonstrated operations and organization skills implementing and driving best practices in multi-office, cross functional organizations.

* Strong organization and analytical skills.

* Outstanding interpersonal skills, with a proven record of successfully building collaboration around important initiatives.

* Successful track record of working and influencing matrixed organizations.

* Strong written and verbal communication skills, including the ability to effectively present technical and business related subjects to all audiences.

* Demonstrated problem solving skills, drive for results, interpersonal savvy, and customer focus.

* Experience managing distributed teams

* Strong understanding of managed services and Agile methodologies.