Director of IT Professional Services Delivery

 

Position:
Full-Time
Location: 
90% Remote with 10% travel to Blue Bell/Ambler, PA
Start Date: 
ASAP
Nationality:
Any

 

Windows Management Experts (WME) is looking for a motivated, experienced Director of IT Professional Services Delivery Role to join our team. The Managing Director’s responsibilities include developing and implementing strategic plans and company policies, maintaining an open dialogue with stakeholders, and driving organizational success.

Our client company offers MSP/IT Services and currently oversees the resource/workforce planning of the delivery team for the execution of deliverables to clients. So, the ideal person for this job will provide the vision, drive and leadership to help grow our client’s Professional Services practice. 

That said, you will oversee the daily operations of a team specializing in infrastructure systems, networks, and cyber security. Moreover, your job will include working with the technical leads in each of these areas to support projects, incidents, problems, and change management for the Professional Services customers. 

In this role, you will be responsible for resource hiring, utilization, and enablement, and using established metrics to drive individual and team performance. Given that, you will develop and maintain department policies and procedures with a focus on efficiency. 

The ideal candidate will be well-versed in the sales, implementation, and support of Project Services. Finally, you will support Project Managers throughout the project lifecycle and work with the solutions team to bring new service products to market.

Must-Have Experience:

  • 5-7 years of experience with Professional Services and Projects in the Information Technology space.
  • 3+ years of experience building and managing a technology department or professional services practice.
  • 3+ years of hands-on experience with enterprise-class data center technologies, including server/OS, virtualization, storage area networking (SAN), networking (LAN/WAN/WLAN), identity management, endpoint security, alert and event logging, and vulnerability remediation.
  • 3+ years of hands-on experience with Microsoft collaboration technologies, including Office 365 (Exchange Online, SharePoint Online, OneDrive, Teams) as well as configuration management technologies (System Center Configuration Manager, Intune, AirWatch).
  • Workforce Planning experience in the AWS industry.

Required Skills/Qualifications/Education:

  • A bachelor’s degree from an accredited college/university with Computer Science, Information Systems, Software Development, Project/Product Management, or Business Administration, or a similar subject as a major.
  • Proven ability to staff, manage and mentor engineering resources.
  • Demonstrated ability to document and maintain department policies and procedures.
  • Experience performing quality assurance activities.
  • Experience managing project workflow in one or more enterprise-class ITSM or PM platforms (ServiceNow, BMC Remedy, SolarWinds, ManageEngine, Microsoft Project).
  • Experience with network monitoring tools, technologies, and processes.
  • Strong leadership and communication skills is a must.
  • Ability to analyze customer needs and develop solutions that incorporate existing Managed Services offerings
  • Ability to create, edit and review supporting statements of work and service agreements.
  • Knowledge of the role and responsibilities of a sales engineer/solutions architect during the sales cycle
  • Knowledge of the channel partner relationships
  • Experience developing reports and dashboards to communicate practice progress.
  • Excellent analytical and problem-solving skills.
  • Flexibility with supporting mission-critical, 24×7 projects.
  • Sound conversational and negotiating skills.

Responsibilities of the Desired Director of IT Professional Services Delivery:

  • Mentors and supervises Professional Services (PS) team members.
  • Leads the Resourcing Management, Workforce Planning and Operational efforts of our mature Professional Services teams that deliver projects to our customers.
  • Builds, owns, and maintains workforce management processes for headcount to allow for efficient hiring, reporting and planning that drives the analysis of headcount and identifies opportunities for growth and efficiency.
  • Collaborates effectively with Executive Leadership to support hiring plans, calibrate organizational change, and optimize the supply of resources based on demand including contractors.
  • Provides complete and regular active assignments, available supply, and customer demand status reporting, forecasts, and analysis.
  • Ensures that resource allocation, availability, and forecast overviews are accurate and up-to-date and completed in a timely fashion.
  • Oversees team members’ activity ensuring that PS team members are spending the appropriate levels of time and effort with assigned customers, on the appropriate activities, to drive desired end goals.
  • Regularly schedules 1:1’s to understand and coach PS team members’ performance, and to address and stay ahead of any issues.
  • Runs Annual Performance Reviews to drive recognition and to enforce what team members are doing right, and coaches them in areas to be developed.
  • Helps develop a collaborative culture with all other functional areas PS interfaces with, including sales, technical presales, managed services, and PMO.
  • Weekly reviews of KPIs that are critical to the health of the Professional Services business
  • Monthly reviews of key operational data
  • Handles project incident escalation within Professional Services and coordinates escalation and resourcing from outside groups.
  • Mentors team leads and supports resources through solution path development and execution.
  • Maintains all functional policies and procedures for Professional Services.
  • Oversees knowledge base development and related support documentation.
  • Performs Quality Assurance as part of a Project Support and Quality Program.
  • Develops and monitors training and growth plans for PS resources.
  • Assigns resources and participates in Customer onboarding, service reviews, and offboarding.
  • Manages vendor relationships and contracts for Project Services tools and technologies.
  • Provides regular status reports to the Chief Solutions Officer and program updates to the Executive Leadership Team (as necessary).
  • Creates and delivers solution proposals, presentations, and service agreements.
  • Markets our experience and expertise at company/partner/industry events
  • Co-develops campaigns with the Marketing team that generates Professional Services interest.
  • Manages practice efforts to meet financial and strategic goals
  • Ensures timely resolution of problems.

Core Values:

  • Integrity (Doing What’s Right)
  • Inclusion (Encouraging Diversity)
  • Teamwork (Working Together)
  • Excellence (Being Your Best)
  • Accountability (Taking Personal Responsibility)

Disclaimer

All the qualified applicants will receive due consideration for employment without any regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

 

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