Professional Services Manager
Responsible for the whole of the customer post-sales experience; from the software rollout and the support at all stages of a project/system/product lifecycle, globally across ITG’s product portfolio. The role includes the definition and implementation of a portfolio of services, including value added services, to meet our all customer’s needs and expectations.
Responsibilities
• Manage the day-to-day activities of the Professional Services department while adhering to the company’s overall services strategy as defined by the CTO to ensure development and implementation of world class customer and consultation services.
• To introduce significant efficiency improvements via improved testing and simplified deployment and support, developing and managing processes that will provide both high levels of customer satisfaction and commercial success.
• Manage and evolve the Professional Service product portfolio such as to increase service revenues and profitability in line with financial targets.
• Work in partnership with the product management and development teams to deliver high quality and easily deployable products.
• Contribute to and enforce the technology policies, organization, and processes that produce predictable and efficient development of world-class software and related services.
• Recruit, develop, and retain a high-performance Professional Services department that acts as a business partner across departments and provides innovative services for customers.
• Track and effectively use performance measurements to quantify and benchmark service velocity and effectiveness, as well as other key metrics. Drive corrective actions throughout department based on real data and results.
• Communicate clear performance expectations to the Professional Services teams. Monitor and observe performance of teams and their members and provide clear and timely feedback.
• Develop team members to increase the bench strength and flexibility of the Professional Services function while promoting a culture of innovation and productivity.
• Identify appropriate training and other development resources for the Professional Services teams enabling them to perform their jobs more effectively and efficiently.
• Monitor efforts and facilitate activities to ensure successful, timely, and quality project deliverables
• Manage the day-to-day activities of the Professional Services department while adhering to the company’s overall services strategy as defined by the Director of Production to ensure development and implementation of world class customer and consultation services.
• To introduce significant efficiency improvements via improved testing and simplified deployment and support, developing and managing processes that will provide both high levels of customer satisfaction and commercial success.
• Manage and evolve the Professional Service product portfolio such as to increase service revenues and profitability in line with financial targets.
• Work in partnership with the product management and development teams to deliver high quality and easily deployable products.
• Contribute to and enforce the technology policies, organization, and processes that produce predictable and efficient development of world-class software and related services.
• Recruit, develop, and retain a high-performance Professional Services department that acts as a business partner across departments and provides innovative services for customers.
• Track and effectively use performance measurements to quantify and benchmark service velocity and effectiveness, as well as other key metrics. Drive corrective actions throughout department based on real data and results.
• Communicate clear performance expectations to the Professional Services teams. Monitor and observe performance of teams and their members and provide clear and timely feedback.
• Develop team members to increase the bench strength and flexibility of the Professional Services function while promoting a culture of innovation and productivity.
• Identify appropriate training and other development resources for the Professional Services teams enabling them to perform their jobs more effectively and efficiently.
• Monitor efforts and facilitate activities to ensure successful, timely, and quality project deliverables.
Qualifications
• Bachelor’s degree in Computer Science or equivalent.
• PMP certification or similar.
• Minimum of 5 years of hands-on project management experience. Minimum of 7 years of general IT leadership experience
