Resource Manager

Position Summary

The Global Customer Services Operations team is responsible for supporting the global Professional Services teams with resource management, systems administration, and the provision of management information, as well as managing the processes and procedures to support them.

The Resource Manager is an integral member of the Global Customer Services Operations team. The primary objective of this position is to manage the allocation of the global resource pool against Kaleris global portfolio of projects. This includes matching project demands with skills availability, maximizing resource utilization, contractor utilization and the maintenance and governance around our PSA system and processes. The Resource Manager must also ensure that project resourcing is prioritized and managed in order to assure timely delivery and must communicate to appropriate Project Managers and department leaders resourcing issues that may impact scheduled deadlines.

It is also required that this position enforce company processes by utilizing and requesting all Project Managers use proper procedures when requesting resources.

We are seeking candidates that are driven by exceptional performance in terms of financials, key metrics, internal and external customer satisfaction, and employee morale. Excellent organization and attention to detail leads to excellent results.

The key area of responsibility involves resource management for the Kaleris Professional Services organization. The Resource Manager is responsible for ensuring optimal resource utilization, whilst maximizing overall revenue and contribution of the PS resources by working closely with the PS management team to assign resources to projects and negotiate schedules.

• Prepare weekly/monthly/quarterly reports including exception reporting on project results and deliverables.
• Set up/assist/review projects.
• Global oversight and responsibility for maximizing resources globally to meet revenue/utilization targets.
• Ensure the quarterly closing process is followed.
• Act as point of contact for resource booking confirmation, conflict resolution, and development of solutions in support of business goals.
• Manage and resolve resource booking conflicts.
• Assist with managing the overall utilization objectives and increasing utilization goals on the Professional Services team.
• Run resource meetings to facilitate resourcing issues / conflict resolution with Professional Services project managers and appropriate department heads.
• Maintain constant knowledge of current and upcoming projects and business development activities as they relate to resourcing.
• Monitor day to day bookings, resourcing, and utilization trends, identifying potential instances of under utilization and actively work with the Practice Leaders to address and solve those issues.
• Work to resolve any issues regarding under or over allocations of current staff members.
• Run staffing meetings with Professional Services management team to discuss all active projects and potential new business as well as to stay informed of potential issues such as resource and change control matters.
• Alert Senior Management team of any potential concerns or issues with meeting key client deliverables due to resourcing.
• Manage overall hiring recommendations and forecasts, allowing for onboarding and ramp up time, based on forecasted resource needs. Ensuring the right resources, with the right skillsets, available at the right times.
• Act as a SME on PSA tool (Certinia) related topics.

• Bachelor’s degree required in business administration, information technology, accounting, or related field.
• 3-5 years resource management experience in the professional services software solutions industry.
• Proficiency in capacity and demand management for professional services project management and customer delivery resource pools.
• Salesforce experience required.
• Highly skilled in Certinia (formerly known as Financial Force) or any other PSA tool.
• Proficiency in MS Office applications with excellent Microsoft Excel skills.
• Experience working with BI…