Director, Professional Services

Our client is seeking a Director of Professional Services to lead and oversee the implementation of Infor ERP and their proprietary solutions, helping clients achieve their business objectives. The ideal candidate will build strong, productive relationships with customers, ensuring the delivery of high-value, outcomes-based services that lead to satisfied and referenceable clients.

Key Responsibilities:

Leadership & Mentorship:

• Lead, mentor, coach, and inspire Service Delivery teams, fostering growth and skill development.
• Encourage the adoption of modern business and technology best practices to add value to clients.

Service Delivery:

• Ensure the effective delivery of services and achievement of customer outcomes.

Workflow Management:

• Oversee work distribution and assignments across consultants and developers, ensuring client satisfaction, team growth, and profitability.

Implementation Management:

• Ensure implementations adhere to established methodologies and meet deliverable standards.

Utilization & Quality:

• Achieve or exceed Service Delivery Team utilization targets and maintain high-quality service levels.

Operational Efficiency:

• Refine processes, procedures, and systems to ensure efficient departmental operations.

Issue Resolution:

• Address escalations, assess risks, and anticipate bottlenecks and roadblocks in projects and operations.

Metrics & Compliance:

• Establish and monitor compliance and assurance metrics to ensure project health.

Relationship Building:

• Develop positive relationships with Client Success and Sales teams, customers, and software vendor partners, fostering collaboration and positive outcomes.

Core Values:

• Uphold and exemplify core values, maintaining integrity and inspiring the team and clients.

Responsibilities Breakdown:

Work Distribution:

• Ensure work aligns with company goals and staff are utilized to their fullest potential.
• Onboard new team members swiftly to begin offering billable services.
• Set and review individual goals.

People Management:

• Build trust through open communication, timely reviews, and consistent development feedback.
• Implement development plans for staff to promote personal growth and maximize utilization.

Team Management:

• Manage the Development and Consulting teams.

Tool Management:

• Select and manage tools and systems to track potential work assignments and backlogs, enhancing productivity and visibility.

Financial Oversight:

• Ensure budget attainment and meet utilization expectations for service teams.

Qualifications:

• Bachelor’s Degree in Business or a related field (advanced degree preferred).
• Extensive experience in managing people within the services field, including billable consultants, software developers, and technical professionals.
• Strong business acumen with SMB business experience and the ability to envision and achieve client goals.
• Ability to travel 25% for employee and client meetings.
• Preferably experienced with Infor SyteLine or CSI ERP systems.
• Excellent communication skills capable of summarizing complex information for diverse audiences.
• Proven experience managing a services organization, including budget, costs, and performance management.
• Ability to work effectively across a matrixed organization.
• Strong work ethic and attention to detail.
• Experience in a consulting or leadership role within a professional services organization or ERP consulting firm.

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