Director of Professional Services

1 day ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

JOB SUMMARY: The Director of Professional Services manages the Enterprise Systems Group (ESG). This role is a key strategic member of our Senior Leadership Team (SLT) and, as such, is responsible for helping to ensure the continued sustainability of the Com Tec organization—specifically by maximizing client satisfaction via the oversight of seamless project implementations, prompt issue resolution and the development of robust client-specific solutions.

As a senior leader, candidate must have a combination of ERP systems and implementation knowledge, leadership skills, relationship management expertise and business acumen. Exercise discretion and independent judgment with respect to customer ERP matters of significance.

REPORTS TO: Director of Operations

ESSENTIAL FUNCTIONS:

• Develop excellent relationships with clients to establish the company as a product and service leader
• Drive client focus and responsiveness, both strategically and tactically
• Responsible for the performance and development of all Consultants, Support Analysts, Software Engineers and Systems Engineers and Team Leads
• Handle employee recruiting, interviewing, hiring, performance reviews and termination, as necessary
• Enable and support the personal/professional growth and development of all direct reports (i.e., coach and mentor)
• Contribute to the development of training and educational programs

Track and monitor the progress of projects to ensure customer expectations are met and projects are delivered within agreed-upon budgets and time frames

• Assist Project Management in developing and maintaining project plans, budgets and schedules for all client projects
• Schedule and prioritize issues and coordinate activities with clients and internal departments to resolve issues
• Manage ticket resolution time and continually improve to meet SLA guidelines

Utilize strong leadership and interpersonal skills to ensure optimal efficiency, effectiveness, and productivity

• Ensure effective utilization of all resources (e.g., people, equipment, facilities)
• Facilitate employee cross-training, certifications and training documents
• Approve and post all billable ESG time entries, time sheets, expense reports, and time off requests on a weekly basis.

Establish clear objectives and metrics for the company's service delivery-related investments and understand the levers that drive profitability

• Develop procedures for our resources to manage project and department documentation

Ensure that the company is pursuing and investing in opportunities that will deliver the greatest value to the organization

• Present Com Tec in a positive light both internally and externally (i.e., be a champion for the company)

SOFT SKILLS & ABILITIES:

• Superior professional presence and business acumen
• Presence, energy and credibility to quickly earn the respect and confidence of all employees
• A risk-taking, entrepreneurial spirit coupled with a strong work ethic
• Astute listener with excellent relationship management skills; strong, client-focused orientation and ability to inspire others.
• Knowledge of applicable best practices (i.e., industry/technology knowledge)
• Intelligence, good judgment, problem-solving skills, and effective decision-making abilities
• Ability to see the “big picture” and prioritize appropriately
• Able to motivate, inspire and champion ideas
• Strong commitment to Com Tec values and a hands-on team player

EDUCATION, EXPERIENCE, & KNOWLEDGE:

• BA/BS in information technology, business administration or a related field
• 10+ years of management experience in positions of increasing responsibility where company performance and employee management have been emphasized
• Progressive experience in the professional services industry; prior experience demonstrating effective management skills in a fast-paced and growing environment
• ERP systems expertise with depth of knowledge among a broad range of manufacturing processes (i.e., make-to-stock / make-to-order / engineer-to-order environments) (e.g., Syte Line, Epicor, Syspro, SAP, Oracle)
• Experience with Epicor Kinetic ERP platform strongly desired
• Except…