Director of Professional Services

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

Compensation details: 00 Yearly Salary

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