What are the responsibilities and job description for the Director of Professional Services position at Oscar?
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 :
Desired Skills and Experience
Project Management, Epicor, Consulting, Manufacturing, Professional Services
Oscar Associates Limited (US) is acting as an Employment Agency in relation to this vacancy.
