Services and Operations Director
Tigabytes Somos Nuvem
São Paulo, Brazil, Brazil
há 5 dias
source : Appcast

About Us

Tigabytes is one of Latin America’s largest and most trusted Google Cloud partner companies, serving 1,000 corporate clients and 250,000 end users in Brazil and Chile.

We are a fast-growing organization in a very dynamic market, with many exciting possibilities ahead.

For many years a successful Google Workspace reseller, Tigabytes is now transforming towards a services-first business organized primarily around Google Cloud Platform ( GCP ) and Infrastructure- and Platforms-as-a-Service.

These rapidly emerging technologies will play a critical role in our clients’ digital transformation journeys and in Tigabytes’ future.

We are looking for a seasoned entrepreneurial leader, passionate about Wow service, to own our Projects & Consulting and Managed Services Operations in Chile and Brazil.

This is a greenfield, corporate-level position. You will bring together Tiga’s existing teams of project managers, architects, developers, and operations and support personnel in Brazil and Chile and with them build a scalable, world-class, delivery organization.

Candidates should have strong technical and commercial knowledge of the IaaS / PaaS / SaaS market and vendors, and strong proven leadership experience with teams that develop and deliver public-cloud-based solutions.

Most importantly, we seek a builder with exceptional drive for scalability, structure and innovation, and passion for delighting and engaging with customers and inspiring team members.

Mission :

i) Build, develop and lead a highly scalable project delivery and managed services organization, delivering Wow to our clients and helping them succeed on their cloud journeys

ii) Serve as senior client ambassador, building trust at senior levels, surfacing future needs and creating long-term recurring relationships

iii) Transform Tigabytes into an employer-of-choice for technical talent, with multiple pathways for building skills, certifications and careers

Services Scope :

Google Workspace . Implementations, change management, ongoing services and support

Google Cloud Platform . Managed Services and Projects & Consulting

Complementary Technologies. Research, testing, implementation, consulting and managed services on other platforms highly complementary to Google Cloud and key for our clients’ success.

Reports to : CEO

Location : Ideally based in Sao Paulo, BR. Responsible for all services and operations in Chile, Brazil and future Tigabytes geographies.

Team : 30 professionals located in Chile and Brazil, including cloud architects, developers, big data engineers, and managed services and support personnel.

High probability of continued expansion.

Key Responsibilities

Managed Services Operations

  • Build up and scale Tiga’s in-house capabilities in Managed Cloud Services according to services tiers, including sustainable 24 x 7 capabilities where required
  • Lead and manage Tiga’s Google Workspace services and support teams
  • Create new core managed services products and capabilities to meet evolving market needs (FinOps, others)
  • Implement and manage SW platforms to optimize our operations and enhance our clients’ MSP experience
  • Measure and ensure ongoing client satisfaction ( Wow ), minimize churn, and increase possibilities of client upgrades and expansions
  • Orchestrate and manage alliances with 3rd parties as necessary
  • Lead Tiga on path towards Google Cloud MSP certification
  • Develop KPIs and standardized reporting for all aspects of MSP operations
  • Projects & Consulting

  • Lead and scale Tigabytes’ Cloud Projects & Consulting practice, comprising all critical stages in the client cloud journey, from initial assessments and planning, to migrations, to developments, builds and follow-on extensions
  • Build up Tiga’s in-house capabilities in Cloud project specialty areas such as data & replication, devops, Agile, SAP, and big data
  • Lead Google Workspace implementation and Change Management teams and projects, ensuring client adoption and long-term success
  • Create Tiga Cloud Ambassadors program for personnel and teams staffed directly with clients
  • Act as senior consultant on the analysis, design, programming, debugging and modification of solutions developed in an Agile environment.
  • Create scalable methodologies for pre-sales reviews and scope alignment with clients, to assure project success once sold
  • Orchestrate alliances with specialist 3rd party providers as necessary
  • Develop standardized KPIs for all projects, including client satisfaction, hours usage, and P&L versus budget
  • Client & Partner Engagement

  • Provide ultimate ownership of all client projects and managed services operations, delivering Wow in measurable and scalable ways
  • Engage as ambassador and senior relationship-builder throughout our client network, focused always on their missions and objectives
  • Work closely with clients to anticipate future needs and service opportunities
  • Build and / or implement portals and other tools to help our clients successfully manage their cloud resources and relationship with us
  • Partner with the CRO and the commercial teams on development of existing and new accounts, and on new products and services ideas
  • Work actively with Google executives in Chile, Brazil and LatAm, to align needs and goals.
  • Organization & Team

  • Structure roles and responsibilities within the services organization for the current scope of the business and for future growth
  • Build self-sustaining teams, through empowerment, metrics-based accountability, ongoing training and mentorship
  • Plan and ensure technical certifications for team members as required by Google, Tiga and the marketplace
  • Recruit actively for talent, brining in future colleagues passionate about Wow service and technical skills critical for our success
  • Develop career plans, promotion pathways and development and retention programs, making Tigabytes a highly desirable place for building longer-term careers
  • Foster a One Tiga culture across all teams and geographies
  • Products & Technologies

  • Develop a deep understanding of Google Cloud Platform’s offering and new upcoming services
  • Master Google Workspace technologies and extensions possibilities such as AppScript
  • Understand and deploy complimentary IaaS / PaaS / SaaS platforms, such as virtual desktops, IP telephony and potentially others
  • Develop and manage a tech stack for the Projects and Managed Services area, using software and tools for effective management and operations, as well as portals and platforms for our clients
  • Governance and P&L

  • Co-own the bottom lines of all projects and managed services operations, with primary responsibility for costs and efficiency metrics
  • Create and own sign-off procedures for all new and renewing projects and managed services contracts
  • Develop and own budgeting and costing processes for all projects and managed services
  • Control all aspects of team economics and KPIs, achieving utilization metrics in line with Tiga’s strategy and industry-leading Cloud services practices
  • Lead or Co-Own the Company’s compliance protocols, related to customer and Tigabytes data and security, as well as ISO certifications and ongoing compliance
  • Qualifications

  • Thorough knowledge of at least one of the leading Public Cloud providers and the industry in general
  • Proven successful leadership experience, in charge of multiple operations and / or project teams. Potential to lead teams of 100+ professionals as Tigabytes grows
  • Exceptional interpersonal and communication skills, with outgoing, proactive and empathic personality, with a true passion for working with clients
  • At least 5 years experience in senior strategic technical positions
  • Prior governance and leadership responsibilities with IT and data security as well as ISO
  • Prior and proven history of P&L management and budget governance
  • Highly self-motivated, with proven record as an organization builder
  • Excellent analytical and problem-solving skills, with high attention to detail.
  • Proven ability to form strong and trusted relationships with clients, within both the technical and business areas
  • IDEM with internal clients, employees, and department managers.
  • High degree of professionalism, trust and judgment.
  • Deep experience and personal networks in the IT industry or growth companies
  • Ability to lead in fast-paced environments with continuous new challenges
  • Flexibility and ability to organize, multi-task, prioritize and delegate
  • Native Portuguese and strong Spanish language skills
  • Business-fluent English
  • Ability to travel regularly, post-COVID
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