The AWS Centre Leader is responsible for managing the Delivery Centre and Centre of Excellence (CoE) Teams within Markets, BMC and AWS in the Argentina GDS Centre. This individual will liaise with the CoE and DC leaders to ensure that local team members are equipped to deliver exceptional client services in line with the requirements of the relevant CoE/DC, t his will include overall responsibility for all local talent and operational matters and working closely with the local CoE and DC leaders to ensure a quality service is provided to the GDS clients.
The role will ensure that all operational and people related matters are managed to a high degree to create an inclusive culture and to drive exceptional service to the business.
This role holder will work with the AWS Go to Market / Business Relationships team to focus on Executive relationships as appropriate for the location and to identify opportunities for GDS to further enable the business. They will provide inputs on KPIs for service delivery teams based in Argentina although overall responsibility for setting and delivering on these targets will reside with the Service Delivery Teams.
This role holder will also be responsible for working with the local recruitment team to deliver on the recruitment needs of the local Delivery Centres and CoEs as well as ensuring all training activities are completed locally on behalf of service delivery teams ensuring excellent customer service at all times.
Essential Functions of the Job • Manage and build client relationships in conjunction with the AWS Go to Market/Business Relationships team.
• Manage client and personnel escalations and be able to resolve issues and challenges in conjunction with relevant Service Delivery Teams.
• Plan, design and implement initiatives, policies and procedures to help enhance the productivity, efficiency and quality of services delivered to GDS customers working in conjunctions with Service Delivery Teams.
• Be an efficient people manager, develop solutions to address people issues and keep them motivated to deliver to the best of their abilities.
• Monitor and measure the performance of various teams under the Delivery Centre and CoE construct.
• Responsible for business operations and overall management of the team
• Identify needs, develop plans, and coordinate resources to execute projects and initiatives.
• Work with Service Delivery teams to define strategies to develop and refine the existing service offerings, revenue opportunities and the resources required to deliver those services.
• Identify, evaluate and assess areas that need improvement, to ensure all team members can achieve their maximum potential in terms of performance.
• Take active steps to enhance and maintain the motivation of the team members.
• Actively contribute to improvement of systems and procedures. Identify issues and propose solutions.
• Analyzes workflow and assignments in conjunction with Service Delivery teams to ensure operations run efficiently.
• Partner with the various internal organizations (Service Excellence, Automation, Strategy & Operations) to enhance the culture of continuous improvement and collaboration.
Knowledge and Skills Requirements • Adept in managing large teams with diversified domains across the globe.
• Good knowledge in process streamlining and driving efficiencies of the business.
• Strategic thinking; ability to connect, identify less obvious opportunities, create impact without explicit direction.
• Ability to work independently, to take ownership, to operate in an unpredictable and dynamic working environment.
• Excellent project management skills.
• Strong team building (internal and external) and interpersonal skills.
• Strong communication (written and verbal) skills at all levels within the organization.
• Experience in client relationship management and in delivering exceptional client service.
• Solutions-focused with innovative ideation skills.
• Global mindset, cultural agility, versatile working style.
Job Requirements Education: Post Graduate/Graduate degree
Experience:
• Approximately 12-15 years of relevant experience (i.e. Centres of Expertise, Global operating models)
• Analytical skills experience preferable
