Professional Services Team Leader

Position Summary:

The Professional Services Team Leader is responsible for building and leading a high-performing Professional Services team s role exists to develop teammates, create alignment, and drive accountability so the team consistently delivers strong outcomes for clients.

This leader owns the overall performance of the team-including solution design, project delivery, and operational health-while coaching teammates to grow in technical capability, execution, and ownership. They serve as a key connector across Maple Tronics, ensuring work is aligned, clearly defined, and well executed.

In addition, this role serves as the primary owner of client solutions, guiding projects from planning through execution while driving the standardization and productization of solutions over time to create scalable, repeatable approaches that support both client experience and business growth.

Skill Requirements:
The Professional Services Team Leader should possess the following skills:

• Team Leadership & Coaching
  - Ability to develop people, drive accountability, and build a high-performing team.
• Solution Architecture & Design
  - Skill in designing practical, scalable, and client-aligned technical solutions.
• Project Execution & Delivery Management
  - Ability to keep projects on time, on scope, and moving forward with clarity.
• Client Communication & Relationship Management
  - Strong communication that builds trust and clearly sets expectations.
• Cross-Functional Collaboration
  - Ability to align sales, engineering, and delivery teams around shared outcomes.
• Operational & KPI Management
  - Skill in using metrics (utilization, delivery performance, margins) to drive results.
• Process Improvement & Standardization
  - Ability to create repeatable solutions, SOPs, and scalable delivery practices.
• Problem-Solving & Critical Thinking
  - Strong ability to remove roadblocks, resolve ambiguity, and drive decisions.
• Accountability & Execution Discipline Ownership mindset with focus on follow-through and results.

Essential Duties and Responsibilities:

The Professional Services Team Leader is responsible for:

Professional Services Leadership

Lead and develop the Professional Services team by creating clarity, reinforcing accountability, and building capability over time.

• Run consistent 1-on-1s and team meetings focused on growth and alignment
• Coach teammates in project execution and communication
• Remove roadblocks and reinforce ownership and performance expectations

Solution Design & Project Delivery

Own the quality and success of solution design and project execution, ensuring work is practical, well-communicated, and aligned to client goals.

• Work cross-functionally to ensure solutions are clearly defined, well communicated, and executable
• Own the design and success of complex or high-impact client solutions
• Provide guidance on solution architecture, project planning, and execution
• Ensure projects stay on time, on scope, and maintain strong communication
• Step in when work loses clarity, direction, or momentum

Client Experience & Cross-Functional Alignment

Ensure strong alignment across teams and a consistent, confidence-building experience for clients.

• Align teams around shared expectations and desired outcomes
• Identify risks early and drive proactive action
• Ensure clients have clarity and confidence in both the solution and delivery approach

Operational Performance

Own the performance and efficiency of the Professional Services function through visibility, coaching, and continuous improvement.

• Monitor key performance indicators (utilization, delivery performance, effective rate)
• Use data to drive coaching, accountability, and team improvement
• Balance workload, capacity, and skill alignment across the team

Solution Standardization & Scale

Drive the shift from custom work to repeatable, scalable solutions that improve consistency and efficiency.

• Identify patterns in solutions and project work
• Build templates, SOPs, and standardized approaches
• Reduce one-off work and improve delivery consistency over time

This is not a comprehensive list of the responsibilities and duties associated with the position. Additional tasks may be assigned to the Teammate from time to time and the scope of this position may change as necessitated by business demands.

Measures of success

Success in this role is reflected in consistent project delivery, strong client confidence, and a growing, capable team. Projects are delivered with clarity and predictability, teammates demonstrate increased ownership and capability, and solutions become more standardized and repeatable. Alignment across Maple Tronics continues to strengthen, and performance metrics trend in a healthy direction.