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VP Global Service Delivery

The Vice President “CCH Tagetik Service delivery” is responsible for the overall execution of all CCH Tagetik implementation projects across the globe for which CCH Tagetik is the customer’s prime contractor. With that, the VP is responsible for achieving the CCH Tagetik global service revenue and responsible for driving actions to further improve the service contribution margin, while keeping the NPS on a “Best in class industry level”. This role reports directly to the VP Global Sales and Revenue.

This function combines all activities to drive the implementation of CCH Tagetik within new customers as well as expansion projects within the existing customer base for which CCH Tagetik acts as the prime contractor to the customer. The delivery of the respective services is by CCH Tagetik employees as well as certified CCH Tagetik service partners that are acting as subcontractors within the respective projects. This includes global service providers like all Big4, Accenture and Tata Consulting as well as regional- and country-based expert- and boutique partners.

Furthermore, in line with the CCH Tagetik strategy, the VP is driving actions to transform the service delivery from low-marginal implementation work towards high margin Business Consulting- and academy offerings while implementation is moving into the partner-ecosystem. To that end, the VP, in collaboration with Customer Success and Product Management is going to drive the “Service as a product” strategy defining standard service offerings for the growing customer base.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Key stakeholders of the Vice President Global Service Delivery are all CCH Tagetik CPM customers (app. 17600), all employees working in services globally (around 320 in 2022) as well as the global CCH Tagetik partner-ecosystem including the Big4 (app. 220 partners with 2.000 certified consultants). All CCH Tagetik business activities should be leveraged to the benefit of these stakeholders to ensure that the organization accelerates its strong revenue growth targets resulting in an increased market share within the global CPM market, delivers a “best in class customer satisfaction and further grows its partner network.

The function needs to collaborate strongly with the other CCH Tagetik global functions, in particular with Global Marketing, Product Management and Customer Success. The function will be supported by HR , Finance and Legal.
Success in the position requires a strong commercial mindset with the experience of leading growth within a large and matrixed corporation, cross-cultural experience and the capability to further develop global leadership- and service teams. The successful candidate will play an important role within the definition of the CCH Tagetik business strategy and will be fully responsible for its service execution globally. She/he cultivate s the team to execute the plan in the context of CCH Tagetik global strengths and opportunities. Strengthening the core business, moving the service organization towards high margin offerings, establishing a global service delivery standard and quality management process , and ensuring that the organization is operating as efficiently as possible with an inspired, engaged, and talented workforce are the key facets of the job.

Key accountabilities include:

• Respon sible for the service revenue and implementation business globally
• Manage the Global Service teams and collaborating with the Global Implementation partner network to ensure a best-in-class customer satisfaction and a “delivery on or above expectations”
• Establish a global service delivery framework and a unified QA process
• Monitor customer success and NPS closely and drive activities to further improve
• Drive the strategic direction to move services from low marginal implementation activities to high marginal Business consulting and academy offerings; to that end drive the “service as a product” approach
• Further develop the CCH Tagetik Professional Service Center in Lucca/Italy to drive scale within the service business and to increase the expert knowledge around CCH Tagetiks ` products
• Translate business strategy into a compelling and inspiring “call to action” for employees and leaders. Focus on securing and developing the right talent at all levels, to meet current commitments with a strong drive for future growth; maintain a bench of highly capable, diverse, and engaged talent with the capability to deliver on growth aspirations
• Pursue operational efficiency to create capacity to invest in strategic growth opportunities within high marginal service offerings
• Play an active role within Top Customer implementation cycles as part of the Steerco committee
• Collaborate with the global partner-network and actively drive the strategy to move implementation services towards partners; to that end the VP is going to personally engage in strong collaboration with the Big4 and other important service partner s
• Strong c ollaboration with CCH Tagetik Platinum- and Gold customers as part of the CCH Tagetik Loyalty program
• Represent CCH Tagetik as a speaker on conferences and similar events

Education :

• Bachelor’s degree required
• MBA strongly preferred

Experience :

• Experience: 10+ years’ experience in general management and large Enterprise service business, including commercial, financial, operational and people management responsibilities
• Strong experience in delivery of services within an Enterprise software business
• Proven track record in service-revenue-execution, involved leadership style
• Ability to lead and inspire senior professionals in a global culture; communicating change effectively and completely, role modelling effective behaviours , building commitment and removing roadblocks, monitoring transition and results
• Able to work within and balance priorities in a global matrix structure: managing and inspiring teams of people, projects of varying complexity, and the daily operations of the business while maintaining focus on the work that is most critical to success
• Highly developed executive presence with strong collaboration skills; able to articulate a value proposition and secure buy-in and support from senior executive leadership, peers, and staff
• Strong operational execution capabilities combined with strategic thinking
• Able to talk strategy and synthetize complex information, building and aligned approach and plan

TRAVEL REQUIREMENTS
30% overnight travel if living in Italy, otherwise 50%-60% overnight travel (global)

Location

The job can be held from any Wolters Kluwer / CCH Tagetik office in EMEA or remote.

Contact

If you have questions or would like more information, contact recruiter Silvie Roelans ( silvie.roelans@wolterskluwer.com )

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VP Global Service Delivery - CCH Tagetik

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