Manager, Professional Services

About the Role:

The Manager, Professional Services is responsible for the overall effectiveness and efficiency of the Professional Services Smart Hands team and for ensuring that high levels of customer satisfaction are maintained for all professional and deployment services. This position will also act as an escalation point for critical situations and will provide leadership to a team of technical staff.

What You’ll Do:

• Build high-performing teams that accomplish organizational changes, goals, and priorities.
• Provide leadership, skill development, and mentorship for team members.
• Actively involved in the interviewing, onboarding, off-boarding, training, career development, and performance management of team members.
• Monitor and manage team performance and report on metrics (e.g., team utilization, rework, etc.).
• Serve as a subject matter expert during pre-sales activities, providing LOE sizing and scoping support, and contributing to customer sales pitches.
• Review LOE (level of effort) to ensure accuracy with hours, cost estimates, and budget.
• Manage and minimize non-billable time and expense within the team.
• Manage P&L, revenue, cost, and contract GP for the given practice area and teams.
• Hold team leads accountable for submitting timesheets, team performance, schedules, and utilization accurately.
• Conduct monthly and quarterly executive reviews for the given practice area.
• Coach and advise the team on strategies to improve sales performance, achieve goals, and meet expectations.
• Manage multiple infrastructure setup/maintenance projects concurrently.
• Create and implement operating plans to achieve sales initiatives and segment goals.
• Maintain high customer satisfaction through key account client partnerships.

Qualifications & Interests:

• A minimum of 8 years of Managed Services provider experience performing or managing network deployments, infrastructure refresh, smart hands type work, project management, or related IT experience.
• A minimum of 3 years of leadership experience managing technical staff.
• Vendor Management expertise.
• Strong conflict negotiation and problem-solving skills.
• Strong organizational skills with an ability to manage competing client demands.
• Strong analytical skills regarding technical or project management issues.
• Comfort level and ability to interact and communicate with Senior Management.
• Excellent oral and written communication and presentation skills, including presenting technical issues to a non-technical audience.
• Associate’s degree or equivalent level of experience.
• ITIL Foundation certification.