Job Description

Job Title Director Solutions Implementation & Optimisation

Description

Purpose Statement:

The Director Solution Implementation and Optimization is part of the Regional Consulting, Onboarding and Optimization team for APAC & MEA.

The Solution Implementation and Optimization team build trusted, technical relationships with our key customers throughout the region to design, implement and enhance their end-to-end solution. They are responsible for ensuring optimal performance, maximizing customer efficiency, productivity, and revenue contribution. The teamwork with our customers on all stages of their lifecycle, including onboarding and ongoing optimization consultancy, providing both support and insights as they migrate to new markets, business channels and services.

The Solution Implementation and Optimization team represents the voice of our customers within Travelport and champions their needs within our product and development organizations. This team has established themselves as the Subject Matter Experts (SMEs) on our portfolio of solutions including desktop, API and Search product offerings and are leveraged internally within the global Travelport business as such.

Reporting Line

The Director of Solution Implementation and Optimization is part of the Consulting, Onboarding and Optimization organization, reporting to Regional Director, Consulting, Onboarding & Optimization who sits in Dubai. The role covers customers across different regions and functions (e.g. OTAs vs. TMCs).

Main Accountabilities: * The role is ultimately accountable for the Solution Implementation and Optimization team's performance/quality of the solution/results measured through segment realization (Sales to Segments) targets and customer satisfaction.

• Develop and lead a strong but flexible consultancy framework for new business implementation and ongoing customer solution optimization.
• Drive a proactive engagement framework with commercial teams ensuring resources are deployed to the right opportunities at the right time to maximize revenue and business value for Travelport aligned to the region's growth strategy.
• Manage and lead a team of teams (3 teams of 5-8) of Solution and Technical Optimization consultants and specialists within the region and to ensure ongoing customer engagements align with key commercial objectives and deliver business value for Travelport and our customers via:
• Pre-sales support and consultation in conjunction with the CO&O Business Consultant
• Detailed Customer Implementation support
• Consultancy through high priority re-contract and retention activities
• Post-sales tactical development and implementation support
• Focus / strategic customer optimization and ongoing business performance management
• Develop and execute a cross skilling program to ensure all team members have a broad range of skills across multiple Travelport products, whilst maintaining specialization where appropriate.
• Lead the technical experts in the team during the formulation of bids, RFI's, RFP's, RFQ's. Present technical solutions and provide pre- and post-sales support to the customer on technology/technical matters.
• Plan and execute regular engagement with existing key (top tier) customers to maintain and enhance relationships, making proactive use of current Travelport customer data to offer technical consultancy, product, and project solutions.
• Provide technical and product recommendations to optimize customer workflow and applications for maximum performance and efficiency.
• Provide requirements and solution context to our central Technology Delivery teams for global implementation.
• Maintain an up-to-date knowledge of competitive information, new emerging technologies, technical standards, development methodologies, and innovations in the industry.
• Collaborating and building effective relationships with Product Portfolio Owners, Software Delivery teams and Customer Support teams across the global technology organization.
• Adopt a proactive approach looking for opportunities within existing customers to ensure 'lock in' and drive significant incremental business, highlighting selling opportunities for Travelport products and services.

Knowledge, Skills, Experience, Training, Education:

The job holder should: * Be educated to at least Degree level in a business or IT related area; or have 15+ years of relevant solutions engineering or consultancy / travel industry experience.

• Strong leadership and change management skills.
• Proven track record of leading result driven teams, establishing strong delivery framework and achieving targets
• Consultative/Solutions selling & technical delivery experience.
• Proven experience leading teams within customer-focused/centric approach role/organization
• Ability to network, collaborate and communicate effectively across a matrixed organization.
• Ability to influence, negotiate and persuade multiple stakeholders globally (at all levels).
• Ability to manage highly pressurized situations and adapt to rapidly changing environments and requirements.
• Experience as a technical / solutions consultant in SaaS companies, ideally one delivering APIs & Web Services in conjunction with desktop applications.
• Strong business acumen and technical knowledge of the travel industry with the ability to combine the 2 to formulate a clear business case and value drivers to the customer.
• Command excellent verbal and written communication skills; be confident and confidence inspiring in dealing with any level of an organization, internal or external, C-suite to end user.
• Experience using data to pinpoint business opportunities and to quantify and demonstrate business value.
• Dynamic and self-motivated with high level of energy and enthusiasm.
• Ability to think strategically and constructively challenge current thinking and propose improvements affecting the software, the team's productivity, and the customer experience.
• Commercially astute and able to evaluate revenue potential against operational cost.
• Committed to providing excellent customer support and demonstrates tenacity when dealing with complex customer situations

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