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VMware Director of IT, Engineering (Customer Support and Success Applications) - Opportunity for Working Remotely in Boston, Massachusetts

Director, IT (Customer Support and Success Applications)

The Elevator Pitch: Why will you enjoy this new opportunity?

VMware is transforming its offers along the lines of digital franchises focused on App Modernization, Multi-Cloud, Software Defined Networks, Security and Digital Workspace solutions. We are going through major transformation from product to solutions/SaaS offers and licensing model transition from Perpetual to Subscription & SaaS. These transformational changes are leading to large investments in applications and data ecosystem to enable new routes to market (RTM), improve customer and colleague experience and deliver efficient selling motion with insight driven monetization. We are looking for a passionate, business savvy technology leader to drive Post-Sales IT Portfolio consisting of Customer Support and Customer Success domains. This is an opportunity for seasoned leader to deliver top line focused impact and lead transformation on three dimensions – Scaling company to $20B+ enterprise, build & run application ecosystem for Subscription & SaaS business model and develop organization to be future ready.

What is the primary need, technical challenge, and/or problem you will be responsible for?

The primary focus is aimed at leading the digital transformation charge of the post-sales IT application portfolio consisting of Customer Support and Customer Success, accelerating our modern applications journey for VMware’s Services and support teams. You will lead a large, global complex organization to understand, rationalize and prioritize the application needs of the lines of business and deliver services that drive VMware’s growth and improve the company’s SaaS readiness .

  • Build & support all automation capabilities for thousands of Customer Success and Customer Support engineers/managers/leaders.

  • Simplify and standardize our Services platform implementation for scaling and optimizing the capabilities to be Subscription & SaaS business model ready.

  • Through platform rationalization and simplification reduce long term Total Cost of Ownership (TCO) for key technology stacks.

  • Modernize application ecosystem with dual focus on functionality and experience for success and support colleagues and customers.

  • Align technology roadmap to business roadmap with measurable business outcomes.

  • Develop organization along the lines of mindset shift to Product thinking, Product Engineering, focus on right architecture for flexibility & scale, full implementation of DevOps, Point of View led solutioning attitude & aptitude, innovation, and overall thought leadership.

  • Champion and Implement VMware’s products’ internal usage as customer zero or One and create customer reference stories for VMware-on-VMware program.

What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

Your responsibilities will consist of:

  • Technical delivery & oversight to Services capability build and operationalization.

  • Ensuring bi-directional alignment between business outcomes and automation roadmap & activities

  • Actively facilitate capability standardization and platform simplification with reduced TCO.

  • Architectural oversight to critical capabilities to ensure future scalability & flexibility.

  • Building strong partnership and alignment with Product Management, PMO and business teams.

  • Ongoing mentorship, coaching and focused organizational development activities around aforesaid characteristics development.

The successful applicant will:

  • Have significant experience in leading Services technology portfolio with medium to large scale companies. Strong business domain expertise and deep understanding of CRM (SFDC Services Cloud) and Customer Success platforms & solutions.

  • Experience managing & supporting Subscription & SaaS business preferred.

  • Be a change-oriented leader and thrive in an ambiguous, constantly changing environment.

  • Have a proven ability of efficiently ‘making signal out of noise’ and synthesizing information to senior executives.

  • Have an ability to lead large organization and senior leaders to effect faster to the future state.

What is the leadership like for this role? What is the structure and culture of the team like?

You will be reporting into Pankaj Purwar, Senior Director (GCA Engineering). As a direct staff to VP, GCA Engineering, Pankaj leads GCA CXS (Customer Experience and Success) Engineering function. GCA CXS Engineering org is accountable for providing technology solution for Customer Support, Technical Support, Customer Success, Professional Services, Learning Management and Customer facing portal functions. The culture is one of teamwork, diversity, equity & inclusivity, supportive ownership, and a strong desire to change what’s needed to achieve the mission. We are a values-led organization, leading with our EPIC2 values (execution, passion, integrity, customer, and community) and holding ourselves and each other accountable to those values and what they stand for.

This role is not eligible for employment based immigration sponsorship

Category : Engineering and Technology

Subcategory: Product Dev Management

Experience: Business Leadership

Full Time/ Part Time: Full Time

Posted Date: 2021-07-23

VMware Company Overview: At VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at

Equal Employment Opportunity Statement: VMware is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: VMware is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at VMware are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. VMware will not tolerate discrimination or harassment based on any of these characteristics. VMware encourages applicants of all ages. Vmware will provide reasonable accommodation to employees who have protected disabilities consistent with local law.