Director, Professional Services Operations

Job Summary:
We are seeking a Director of Professional Services Operations to spearhead our initiatives in implementing Infor solutions. This pivotal role focuses on cultivating strong customer relationships and driving successful outcomes through the delivery of high-value, outcomes-based services, ultimately leading to highly referenceable customers.

Key Responsibilities:

• Leadership and Strategy: Direct, mentor, coach, and motivate the Service Delivery teams to enhance their skills and provide significant value to our clients through the adoption of modern business and technological best practices.
• Service Delivery: Oversee service delivery to ensure the achievement of customers’ desired outcomes, maintaining high levels of customer satisfaction and profitability.
• Project Management: Direct the flow of work and assignments among teams of consultants and developers, ensuring projects are delivered on schedule, within scope, and on budget.
• Quality and Compliance: Guarantee that implementations are consistent with established methodologies and meet service delivery targets, upholding high-quality service standards.
• Operational Excellence: Enhance internal operating processes, procedures, and systems to ensure seamless and efficient operations across the services department.
• Client and Partner Relations: Establish and maintain positive relationships with clients and internal and external partners, creating an environment that fosters positive business outcomes and excellent customer references.
• Financial Oversight: Manage departmental budgets and ensure financial targets, including team utilization and profitability, are achieved.
  

Key Requirements:

• Education: Bachelor’s Degree in Business or a related field; an advanced degree is preferred.
• Experience:
• Extensive people management experience in the services industry, specifically with billable consultants, software developers, and technical professionals.
• Demonstrated leadership success in a professional services organization, preferably within software or ERP consulting.
• Experience with Infor SyteLine or CSI ERP systems is highly preferred.
• Robust business insight with experience in SMB environments.
  

Skills:

• Skilled in effectively communicating complex information to diverse audiences.
• Exceptional organizational skills with the ability to oversee cross-functional teams in a matrixed organization.
• Diligent attention to detail and a strong work ethic.
• Travel Requirement: Willingness to travel up to 25% for employee and client visits/meetings.
  

Compensation:

• Competitive base salary with a management bonus tied to team revenue.
• Comprehensive benefits package including profit sharing.
  
  

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