• Delivery Manager, Red Hat Training

    Location US-NC-Raleigh
    Posting date 2 days ago(12/12/2018 3:51 AM)
    Job ID
    65458
    Category
    Operations
  • Company description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    The Red Hat Training team is looking for a Delivery Manager to join us in Raleigh, NC. In this role, you will be accountable for all aspects of delivery for the customer-facing Training business team in North America (NA). You’ll ensure that the right mix of instructors is available to meet current and future customer demand and financial obligations. You’ll ensure the highest quality possible by certifying all new instructors and proactively training the instructor community in soft and technical skills. As a Delivery Manager, you will also ensure that we have the correct supply of courses available to meet regional financial targets and that the delivery costs are kept in line. Since third parties deliver most of our training, you’ll need to have good partner management skills. You’ll also need to have a solid foundation of Red Hat technical knowledge, as well as excellent business insight.

    Primary job responsibilities

    • Manage all aspects of training delivery for the NA customer-facing training business
    • Certify all new instructors and ensure that an adequate supply of instructors is available for current and anticipated future demands
    • Maintain a high level of engagement with the instructor community
    • Manage the open enrollment schedule to meet customer demands
    • Monitor and measure the quality of delivery engagements, including instructor and facility quality and the overall success
    • Serve as the primary escalation point for all training quality issues
    • Work with senior management to ensure that they are constantly aware of the state of training delivery and the efforts to expand and improve it
    • Resolve all quality issues, maintaining Red Hat Training team’s reputation for converting customer problems into training solutions
    • Ensures that private events are properly scoped and that detailed and well-defined event proposals addressing current customer expectations, capabilities, and training goals are created
    • Manage and help organize the annual instructor conference, setting broad themes and specific events aligned to corporate and division goals
    • Manage and maintain all systems that support the delivery of training
    • Successfully manage all delivery-related partnerships

    Required skills

    • Bachelor's degree
    • Red Hat Certified System Administrator (RHCSA) certification; Red Hat Certified Engineer (RHCE) certification is a plus
    • Deep understanding of the IT training industry with the ability to operate in a rapid growth environment
    • 3+ years of resourcing or staffing experience in a technical professional services environment
    • 3+ of experience resolving customer satisfaction issues
    • 3+ of people management experience; ability to effectively manage in a matrixed environment
    • Solid partner management skills
    • Outstanding analytical and data skills
    • Good written and verbal communication skills; solid interpersonal skills
    • Familiarity with a learning management system and any business intelligence platform; reporting tools are a plus
    • Willingness to travel up to 25%


    Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.


    Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

     

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