Demo

Director of Professional Services

Oscar Technology
Rochester, NY Full Time
POSTED ON 1/15/2025
AVAILABLE BEFORE 4/10/2025

The Director of Professional Services oversees the Enterprise Systems Group (ESG) and serves as a key strategic member of the Senior Leadership Team (SLT). This role is critical for ensuring organizational sustainability by maximizing client satisfaction through seamless project implementations, prompt issue resolution, and the development of robust client-specific solutions. The ideal candidate will bring a combination of ERP systems and implementation expertise, leadership skills, relationship management abilities, and business acumen. This position involves exercising discretion and independent judgment on significant customer ERP matters.

ESSENTIAL FUNCTIONS :

  • Cultivate excellent client relationships to establish the company as a leader in products and services.
  • Drive client focus and responsiveness at both strategic and tactical levels.
  • Oversee the performance and development of Consultants, Support Analysts, Software Engineers, Systems Engineers, and Team Leads.
  • Manage employee recruiting, hiring, performance reviews, and terminations as necessary.
  • Enable and support the personal and professional growth of direct reports through coaching and mentoring.
  • Contribute to the creation of training and educational programs.
  • Track and monitor project progress to ensure timely delivery within budgets and to client expectations.
  • Collaborate with Project Management to develop and maintain project plans, budgets, and schedules.
  • Prioritize and resolve issues in coordination with clients and internal departments.
  • Manage ticket resolution times, ensuring continuous improvement to meet SLA guidelines.
  • Utilize leadership and interpersonal skills to optimize efficiency, productivity, and effectiveness.
  • Ensure optimal resource utilization, including personnel, equipment, and facilities.
  • Maintain employee utilization and facilitate cross-training and certifications.
  • Approve and oversee billable ESG time entries, expense reports, and time-off requests.
  • Set clear objectives and metrics for service delivery investments and drive profitability.
  • Develop procedures for managing project and department documentation.
  • Pursue opportunities that deliver the greatest organizational value.
  • Represent the organization positively, both internally and externally.

EDUCATION, EXPERIENCE, & KNOWLEDGE :

  • Bachelor's degree in information technology, business administration, or a related field.
  • 10 years of management experience with increasing responsibilities, focusing on company performance and employee management.
  • Experience in the professional services industry with proven management success in fast-paced environments.
  • ERP systems expertise across various manufacturing processes (e.g., make-to-stock, make-to-order, engineer-to-order) with platforms like SyteLine, Epicor, Syspro, SAP, and Oracle.
  • Familiarity with the Epicor Kinetic ERP platform is highly desirable.
  • Exceptional client relations and problem resolution skills.
  • Strong written and verbal communication skills, including process documentation.
  • Experience with the Entrepreneurial Operating System (EOS) is a plus.
  • Oscar Associates Limited (US) is acting as an Employment Agency in relation to this vacancy.

    Salary : $130,000 - $145,000

    If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution. Compensation Planning
    Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right. Surveys & Data Sets

    What is the career path for a Director of Professional Services?

    Sign up to receive alerts about other jobs on the Director of Professional Services career path by checking the boxes next to the positions that interest you.
    Income Estimation: 
    $215,108 - $309,517
    Income Estimation: 
    $259,578 - $402,292
    Income Estimation: 
    $278,973 - $420,535
    Income Estimation: 
    $250,952 - $333,704
    Income Estimation: 
    $315,391 - $434,195
    Income Estimation: 
    $208,896 - $274,954
    Income Estimation: 
    $250,952 - $333,704
    Income Estimation: 
    $177,932 - $225,503
    Income Estimation: 
    $208,896 - $274,954
    View Core, Job Family, and Industry Job Skills and Competency Data for more than 15,000 Job Titles Skills Library

    Job openings at Oscar Technology

    Oscar Technology
    Hired Organization Address Charlotte, NC Full Time
    Job Details Job Title: CSI (Syteline) Application Support Specialist About the Company: Join a rapidly growing home furn...
    Oscar Technology
    Hired Organization Address Phoenix, AZ Full Time
    Role Title : Senior Administrator for ERP Systems Overview : Responsible for managing the daily operations of an ERP pla...
    Oscar Technology
    Hired Organization Address Portsmouth, NH Full Time
    Job Details MUST BE BASED IN/NEAR PORTSMOUTH, NH OR OPEN TO RELOCATING. About the role: -Tech stack: PHP, Laravel, React...
    Oscar Technology
    Hired Organization Address Stamford, CT Full Time
    Job Details MUST BE BASED IN/NEAR STAMFORD, CT OR OPEN TO RELOCATING. About the role: -Tech stack: PHP, Yii, MySQL -5 ye...

    Not the job you're looking for? Here are some other Director of Professional Services jobs in the Rochester, NY area that may be a better fit.

    Attending Physician (MD / DO)

    Medical Director Services PC, Le Roy, NY

    Remote Program Director II, Software and Information | WFH

    Get It - Professional Services, Rochester, NY

    AI Assistant is available now!

    Feel free to start your new journey!