Manager, User Support Services at Pegasystems
Sydney NSW 2000, , Australia -
Full Time


Start Date

Immediate

Expiry Date

18 Oct, 25

Salary

0.0

Posted On

20 Jul, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Good communication skills

Industry

Information Technology/IT

Description

MEET OUR TEAM:

Pega is on the cutting edge of technology; this is your chance to get your hands-on leading technologies and solve interesting problems. The User Support Services team is dedicated to providing superior, end user experiences to over 6000 Pega users across the globe.

Responsibilities

WHAT YOU’LL DO AT PEGA:

  • Own and manage the project portfolio of specialized services (E.g. GSD, USS, etc)
  • Manage the project initiation process; ensure that project scope, priority, and delivery timelines are understood and aligned
  • Aggressively manage projects to ensure quality, on time, on budget deliverables
  • Manage customer expectations and effectively negotiate priorities and delivery schedules
  • Participate directly in pilot programs, managing user expectations and gathering user feedback
  • Establish scope and deliverables, create Work Breakdown Structure, assign resources, and manage activities to deliver projects
  • Encourage and achieve adoption of all products across Pega
  • Work with the Senior of IT Client Services to develop and execute roadmaps to rollout new tools to meet key business plan objectives and encourage the greatest amount of use and adoption of those tools across Pega
  • Evangelize user experience and ensure that new applications and services consider user experience from the beginning of feature development
  • Establish and maintain strong relationships with peer managers and contributors across Pega IT
  • Ensure user experience continuity across Windows and macOS operating systems
  • Participate in hiring to ensure we continually raise the bar on our team and manage the professional development, workload, and team integration between a diverse group of support professionals in multiple locations
  • Enrich our staff management processes to get the best results from each team member by participating in performance evaluations, disciplinary conversations, and communicating feedback to team members including regular 1:1 meetings
  • Manage training, ongoing coaching, and onboarding processes to support our current and future team members
  • Leverage Learning and Development resources to improve reach and effectiveness of adoption and training
  • Manage high priority events, including drafting and delivery of end user communication within defined guidelines
  • Continually look for ways to innovate our client experience

This role requires a high level of professionalism and flexibility in working with customers and colleagues at all organizational levels. This people manager will use creativity and innovation to push the boundaries of the tools at our disposal to improve the business value of those tools.

  • Pega is changing the way the world builds software. Our goal is to be the no. 1 CRM SaaS company in the world.
  • In this role, you’ll help us by helping all our employees and contractors in the India office
  • Pega is staying on the cutting edge of technology, this is your chance to get your hands on working on leading technologies to solve interesting problems
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