Director of Professional Services

Now Hiring:
Director of Professional Services @ eSentio Technologies

Remote | Full-Time | Travel as Needed

Drive high-impact legal tech projects with top-tier clients

eSentio provides technology consulting to some of the largest and most technically advanced law firms and legal organizations in the country, and across the UK. We work on highly complex projects and have a core goal of exceeding their expectations in service, integrity, value, and expertise. Our teams of consultants are among the most experienced thought leaders in their fields, and we're continuing to build this team of experts.

We are seeking a Director of Professional Services who will report to the COO and be responsible for driving company utilization, managing service delivery and client satisfaction excellence across all our service lines, setting project execution best practices, and managing our portfolio of projects.

Our candidate will have exceptional operational skills to help run a consulting organization. This includes both a solid understanding of financial metrics (backlog, utilization, operating plan, etc.) and execution methodologies to drive project success.

As a member of the Senior Management team, provide leadership and guidance on operational issues, business strategy, policies and practices affecting the organization with a strong focus on process improvement.

• Participate in business development activities (e.g. review and approve project proposals)
  Improve and monitor company operations related to project management and execution
  
  Build and manage team of project managers
• Mentor staff and provide feedback for annual employee reviews
• Financial review, analysis, and reporting
• Manage utilization of consultants across all practice areas to maximize revenue
• Maintain our Billings Projections Report (BPR) and Project Dashboard to ensure the management team understands the financial status of our billable resources and project status of all active engagements
• Set and maintain Project Management execution and best practices, including but not limited to:
  • Project kickoffs
  • Budget management and analysis
  • Team communication / oversight
  • Resource scheduling and coordination
  • Risk management
  • Quality assurance of all work product
• Ensure accurate time entry
  
  Identify upsell opportunities
  
  Status meetings and reporting
  
  Expense tracking
• Manage client satisfaction
  
  Accounts receivable review
  
  In process project reviews
  
  Project closeout
• Manage Service Excellence Program – Ongoing program improvement and execution
• Drive continued improvement on service delivery and customer satisfaction
• Customer Satisfaction – Program development, execution, monitoring and oversight
• Monitor and manage project excellence, and proactively address service or customer satisfaction issue
• Manage Problem Escalation – Escalation definition and execution
• Quality Assurance – Program development and execution
• Management and Support of Project Managers, Business Change Consultants and Business Analysts – Hiring and direct training, mentoring and management, including utilization; ensuring adherence to our implementation methodologies and service delivery best practices across all projects.
• Develop and maintain Project Management, Business Change and Business Analysis methodologies, best practices and service offerings (PMOs, ITIL Framework Consulting, Business Change, Business Analysis, etc.)
• Project Estimation – Ensure that our project plans meet our best practices
  
  Staffing – Initial staffing of projects and overseeing and fulfilling staffing needs across the full portfolio of projects across the organization.
• Monitor and manage project risks, with regular reporting to the management team
• Develop and maintain relationships with decision makers at AmLaw 200 firms in…