Director of Professional Services

eSentio • New York, NY

14d • Remote

About The Position

eSentio provides technology consulting to some of the largest and most technically advanced law firms and legal organizations in the country, and across the UK. We work on highly complex projects and have a core goal of exceeding their expectations in service, integrity, value, and expertise. Our teams of consultants are among the most experienced thought leaders in their fields, and we’re continuing to build this team of experts.

We are seeking a Director of Professional Services who will report to the COO and be responsible for driving company utilization, managing service delivery and client satisfaction excellence across all our service lines, setting project execution best practices, and managing our portfolio of projects.

Our candidate will have exceptional operational skills to help run a consulting organization. This includes both a solid understanding of financial metrics (backlog, utilization, operating plan, etc.) and execution methodologies to drive project success.

As a member of the Senior Management team, provide leadership and guidance on operational issues, business strategy, policies and practices affecting the organization with a strong focus on process improvement.

Requirements

• Bachelor’s degree or equivalent experience
• 5 years of management experience
• 3 years of experience managing projects in a professional services organization
• 3 years of experience running a professional services practice with focus on program/project management solution offerings
• Demonstrated ability to lead a team as well as work, under minimal supervision, as a member of the Sr. Leadership Team (SLT).
• Excellent interpersonal, verbal, written and presentation communication skills
• Dedicated, flexible, whatever it takes attitude, follow through & ownership
• Strong leadership abilities

Responsibilities

• Participate in business development activities (e.g. review and approve project proposals…)
• Improve and monitor company operations related to project management and execution
• Build and manage team of project managers
• Mentor staff and provide feedback for annual employee reviews
• Financial review, analysis, and reporting
• Manage utilization of consultants across all practice areas to maximize revenue
• Maintain our Billings Projections Report (BPR) and Project Dashboard to ensure the management team understands the financial status of our billable resources and project status of all active engagements
• Set and maintain Project Management execution and best practices, including but not limited to: Project kickoffs Budget management and analysis Team communication / oversight Resource scheduling and coordination Risk management Quality assurance of all work product Ensure accurate time entry Identify upsell opportunities Status meetings and reporting Expense tracking
• Manage client satisfaction
• Accounts receivable review
• In process project reviews
• Project closeout
• Manage Service Excellence Program – Ongoing program improvement and execution
• Drive continued improvement on service delivery and customer satisfaction
• Customer Satisfaction – Program development, execution, monitoring and oversight
• Monitor and manage project excellence, and proactively address service or customer satisfaction issue
• Manage Problem Escalation – Escalation definition and execution
• Quality Assurance – Program development and execution
• Management and Support of Project Managers, Business Change Consultants and Business Analysts – Hiring and direct training, mentoring and management, including utilization; ensuring adherence to our implementation methodologies and service delivery best practices across all projects.
• Develop and maintain Project Management, Business Change and Business Analysis methodologies, best practices and service offerings (PMOs, ITIL Framework Consulting, Business Change, Business Analysis, etc.)
• Project Estimation – Ensure that our project plans meet our best practices
• Staffing – Initial staffing of projects and overseeing and fulfilling staffing needs across the full portfolio of projects across the organization.
• Monitor and manage project risks, with regular reporting to the management team
• Develop and maintain relationships with decision makers at AmLaw 200 firms in order to provide professional service solutions
• Maintain a high level of project management expertise and industry knowledge
• Present at trade shows (LegalTech, ILTA, etc.) and CIO Roundtables and author articles and white papers for industry trade publications.
• Achieve annual billable target of 1,400 hours

Benefits

• We provide a competitive compensation plan with a generous bonus program, and a valuable benefits offering
• Regular team informational and celebration check-ins, and semi-annual in person events

What This Job Offers

• Job Type: Full-time
• Career Level: Director