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Global Support Operations Project Leader

Company: Splunk
Location: Plano
Posted on: June 8, 2021

Job Description:

Splunk is the world's first Data-to-Everything Platform. Now organizations no longer need to worry about where their data is coming from, and they are free to focus on the business outcomes that data can deliver.

Our Splunk Family in the Americas theater is a results-focused and collaborative bunch spanning functions across sales, customer success, support, marketing and G&A functions. We love to work as a team, celebrate success and learn from our losses. We have a great team culture with weekly team breakfasts, cocktail hour Fridays, end of quarter celebrations, volunteer activities and a culture based on respect, transparency and always doing the right thing!

Global Support Operations Project Leader (Tools & Technology)

Join us as we pursue our disruptive new vision to make machine data accessible, usable and valuable to everyone. We are a company filled with people who are passionate about our product and seek to deliver the best experience for our customers. At Splunk, we're committed to our work, customers, having fun and most importantly to each other's success. Learn more about Splunk careers and how you can become a part of our journey!

This senior transformation leadership role will work cross-functionally within the Splunk organization to help manage our entire portfolio of tools and platform related projects in Support. This individual will lead Tool and Platform related changes on behalf of support and will also be a strong voice in helping execute on our strategic vision via tools excellence.

This role leads a team of Project Delivery experts who are responsible for leading the discovery, technical requirements gathering and documenting all key areas of a successful MVP. Partnering with Support Operations Business Analysts and Splunk IT Teams, our Support Project Managers (PM) help drive successful program and project implementations by helping IT do identify the right tools and processes for success. This Leader will be responsible for governance around project intake, timelines and delivery to ensure that executive leadership has visibility into the overall portfolio of projects; including current status, resource capacity, and any blockers or projects at risk.

Key Responsibilities -

  • Design and implement governance across all support ops programs including ease of visibility for Support leadership.
  • Manages and leads as the Business Owner for the Support Organization within the Splunk Digital Transformation initiative.
  • Represents the Support Organization cross functionally in all IT project planning discussions
  • Monitors project dates, project milestones, and project schedules. Identifies areas of risk to prevent delays in delivery dates.
  • Identifies opportunities for overall workflow and process improvements to minimize risk of error and simplify or automate repeatable tasks
  • Highly focused on driving world class customer experience
  • Has excellent written and verbal communication skills, ability to communicate effectively at all levels of the business
  • Ability to respond quickly, adapt and adjust initiatives and priorities accordingly in a fast moving, constantly changing environment
  • Develop and foster strong working relationships across Support Delivery, Customer Success Leadership and IT teams.
  • Lead a team of project leaders and project managers and assigns responsibilities accordingly
  • Responsible for Support Ownership delivering on IT-related projects related to Run-The-Business activities, as well as transformation, acquisition, net new tools, upgrades, and so on

Key Requirements -

  • 10+ Years managing large-scale technical transformational projects and programs
  • Understanding of project management best practices like agile, scrum, etc.
  • Experience with regularly used tools - JIRA, Confluence, Google Suites, etc.
  • Willingness and ability to manage multiple projects at once.
  • A passion for technology and an ability to identify new opportunities for efficiency and productivity
  • Passionate about Customer Success and delivering a industry best customer experience
  • Validated experience in a high growth, highly scaled SaaS environment
  • Experience managing project financials including an in-depth understanding of ROI
  • "Big picture" thinker. Strong business acumen and ability to address top-level concerns and find the best path forward from all of the available data

We value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Keywords: Splunk, Plano , Global Support Operations Project Leader, Other , Plano, Texas

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