Director of Professional Services

Description

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 ComTec 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 

DIRECT REPORTS: Enterprise Systems Group

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 timeframes 

• 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) 
• Maintain employee utilization. 
• 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 ComTec 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 

Proven track record for delivering results

• 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 ComTec 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., SyteLine, Epicor, Syspro, SAP, Oracle) 
• Experience with Epicor Kinetic ERP platform strongly desired 
• Exceptional client relations skills and the ability to handle problem resolution meetings 
• Professional written and verbal communication skills including process documentation 
•  Experience working with the Entrepreneurial Operating System (EOS) is a plus but not required.

WORK ENVIRONMENT/PHYSICAL DEMANDS:

• Use of computer and office equipment
• Ability to remain calm in stressful situations
• Performs all administrative functions expected at this level

ADDITIONAL REQUIREMENTS:

• Ability to schedule for evening or weekend work occasionally
• Valid driver’s license in your state of residence and reliable personal vehicle

Salary : $110,000 - $130,000