About this role
• Hire, professionally develop, and retain a high-quality, high-intensity team that ensures on-time, on budget, high quality delivery; • Develop and execute a strategic vision for the professional services department, aligned with the company's overall objectives and growth plans. • Constantly assessing and monitoring performance and proactively taking steps to improve the department performance. • Collaborate with sales and business development teams to support the growth of professional services business, including participating in client meetings, proposals, and contract negotiations. • Drive operational efficiency by implementing best practices, process improvements, and automation initiatives within the professional services department. • Collaborate with cross-functional teams to define service offerings, pricing models, and contractual agreements for professional services, ensuring profitability and customer satisfaction. • Monitor and analyse key performance indicators (KPIs) to evaluate the effectiveness and efficiency of the professional services and support operations, identifying areas for improvement and implementing corrective actions. • Establish and maintain strong client relationships, acting as a trusted advisor and escalation point for key clients, addressing their concerns and ensuring their needs are met. • Attend management meetings, annual events, and other activities directed by the CEO. • To look outwards towards the market and industry for key trends in delivery methodology and technology, and consider how these could benefit the team and the business. • To lead the PS teams capability and manage the supplier relationship, ensuring solutions are high quality and satisfy the expectations of our customers. • To be responsible for all functional and non functional delivery of projects and programmes. • To support projects in resource management including where there are conflicts. • To liaise with customers with regards their delivery expectations. • To manage deliveries to agreed criteria and own and report on KPIs to the broader business.
• To act as product ambassador to key partners and customers. • To produce metrics and analyse these metrics to identify areas for continuous improvement. • To provide high quality estimates in line with the timescales of the project. • Where applicable management of customer and partner engagement on key programmes. • To work, on occasion, at customer and commercial partners' sites to expedite agreed project tasks. • To assist in Pre Sales support where appropriate. • To manage budget for the PS team including salary reviews, overtime approval, training requirements, travel requests. • Awareness and compliance of ISO9001, ISO27001, ISO22301, PCI and Daat Protection regulations. • Portfolio Contribution • Support portfolio IP Bootcamps with lesson learnt use cases. • Provide support for M&A Due Diligence if called upon.
Skills
• Strategic mindedness with a view on future strategy, balanced with tactical delivery, at all times with advanced level in complex strategy, approach and management • Advanced level in systems integration test approach and management • Advanced level in user acceptance test approach and management • Experience of both waterfall and agile delivery approaches • Highly customer outcome focused with a solution orientated mind-set • Excellent presentation and communication skills • Meticulous, structured with excellent attention to detail • Adaptable, can conform to shifting priorities, demands and timelines whilst retaining control • Ability to elicit cooperation from a wide variety of sources, a strong negotiator • Strong interpersonal skills with a professional attitude • Commercially aware and politically astute • Work estimation and planning • Resource management • Conflict management and resolution • Budget management