Manager of Professional Services
Job Description
Job Description
Functional Requirements
ADNET’s Professional Services is one of three key Service Delivery functions that must work in concert for the effective design, deployment, operation, and continuous improvement of ADNET’s services.
The three key Service Delivery functions are :
- Managed Services : Proactive maintenance, monitoring of infrastructure and security tools, and providing ongoing client and systems support to ensure optimal performance and uptime.
- Professional Services : Strategic planning, execution of Mobility, Cloud, and Infrastructure projects, ensuring they align with client needs and business goals.
- Security Services : Implementation and management of security measures, including threat detection and response, compliance management, and security awareness training.
As the Manager of Professional Services, your role is critical in ensuring that ADNET’s implementation of professional services is :
- Well understood by prospects, clients, and ADNET personnel
- Aligned with properly set expectations for all parties involved
- Executed in accordance with internal standards and industry best practices
- Seamlessly transitioned to client support teams
- Continuously improved and automated as capabilities evolve
- Profitable and fit for purpose
Position Requirements
The primary objectives for the Manager, Professional Services are :
To ensure the professional, timely, and profitable implementation of ADNET’s projects.
Maintaining an expert team to provide timely support to ADNET technical and sales staff for escalations and deal support, respectively.
Develop and maintain best practices for the design, implementation, and hand-off to Helpdesk Services, of all ADNET implementations
Responsibilities
To achieve the stated objective, this position will be responsible for overseeing ADNET’s Professional Services lifecycle.
As such, the detailed responsibilities for this position include :
Ensuring that the Professional Services team is meeting or exceeding Service Gross Margin targets in collaboration with the ADNET Leadership.
The continuous improvement of standards for those processes that directly impact the primary objectives. This includes project estimation, quoting, scheduling, management, and hand-off to Helpdesk Services.
Working with managed service delivery manager(s) to ensure a smooth and well-planned transition from service implementation to service operation.
Working with FP&A to ensure that managed service implementations, project delivery, and support meet all financial requirements for accurate and timely billing of labor and ongoing services.
Working with the Business Development team to ensure that client expectations on project design and implementation are properly set by Engagement Managers and met by Professional Services.
Daily, weekly, and monthly monitoring and reporting of Professional Services performance metrics ranging from profitability to standard project metrics such as delivery within budgeted time.
Working with the Vice President of Service Operations and ADNET Leadership to execute on strategic plans.
Working within cross-functional teams on product development.
Position Qualifications
Education : Bachelor’s Degree preferred
Working Experience : 10 or more years in related field or industry with five years of personnel management experience. Experience in an external client service environment delivering technology projects.
Managed Services Provider experience preferred.
Technology Experience : Five or more years of hands-on in Microsoft and Networking technologies or an in-depth understanding of principles in Microsoft Cloud Services, TCP / IP networking, virtualization, cloud infrastructure, identity management, data protection, and security.
This is a Hybrid role with travel to office 2x per week.
Salary range of $110k to $120k DOE
Supervisory Responsibilities
The Manager, Professional Services will have the following supervisory responsibilities.
The professional development of personnel to ensure that employees are sufficiently challenged, engaged, and trained in the skills necessary to implement and support ADNET’s services.
Maintaining fit-for-purpose staffing to handle demand for Professional Services from projects to ongoing maintenance and support activities not handled by service operation teams.
Conducting regular personnel meetings and quarterly performance reviews
Assists with making compensation decisions and adjustments within the approved budget for Professional Services.
Assist with staffing decisions from hiring to firing within the approved budget for Professional Services or as part of a business case that maintains or increases Service Gross Margin.
Physical Requirements & Work Conditions
Physical : Vision : Correctable vision. Hearing : Full hearing capability including the dissemination of tones. An ability to lift up to 30 lbs.
An ability to stand and / or sit for up to 14 hours / day.
Language : Ability to effectively speak, read and write English.
Working Conditions : An ability to work in a professional office environment and LAN / WAN room environment. Work time may include some evenings and weekends as well as overnight travel.
- Transportation : Must possess a valid driver’s license and a reliable vehicle for transportation to and from ADNET’s offices and client locations as required.
- Travel : This position requires regular travel to client sites. Must have the ability to fly on commercial airlines when necessary.
- Dress : Follow company policy
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