Director of Project Services

ISG Technology•Overland Park, KS

About The Position

The Director of Project Services leads ISG Technology’s project-based delivery teams, including Project Managers and Project Engineers, and is accountable for consistent, profitable, high-quality client project execution. The role oversees the project portfolio, resource planning, delivery governance, team development, and coordination across functions from sales handoff through project closure. It establishes delivery standards, removes barriers, strengthens accountability, and ensures projects meet profitability, quality, and client-experience expectations. The Director is responsible for team performance and company quality standards, develops benchmarks for professional services management deliverables, and advances long-term maturity goals for Project Services in support of the services divisions. The role provides direct leadership and mentorship to Project Team personnel, collaborates with Account Management and Solutioning Teams, monitors financial and operational metrics, and develops policies and initiatives for project operations. It plans staffing, succession, skills development, and cross-training; maintains portfolio visibility and forecasts demand; aligns utilization, workloads, and assignments; and manages day-to-day project operations. The Director also oversees planning, tracking, documentation, and training; identifies and mitigates operational and technical risks; and evaluates market trends and emerging technologies to improve profitability, utilization, and customer satisfaction. The Director works with internal and external stakeholders to translate services strategy into delivery priorities and measurable goals, leads cross-functional teams, and facilitates resolution of dependencies, constraints, and escalations. The position provides delivery oversight for complex infrastructure, cloud, security, and managed-services implementation projects, and maintains sufficient engineering knowledge to assess subordinate personnel’s technical capabilities and service quality. The work is performed in a general office environment and involves prolonged desk, computer, and phone use, as well as travel to client and prospect locations with varying conditions.

Requirements

Bachelor’s degree in Business, a technical field, or equivalent experience.
Typically 8–15 years of experience in IT/Technical Operations functionality, including progressive project or professional services delivery, or similar tenure and experience as an IT professional.
At least 4 years of management experience with IT/technical personnel.
Strong people leadership, coaching, performance management, and workforce-planning capabilities.
Excellent executive, client, and cross-functional communication, facilitation, and conflict-resolution skills.
Proficiency with project management, professional services automation, resource planning, reporting, and collaboration tools.
Valid driver’s license and a driving record that meets ISG’s insurance carrier’s criteria for coverage.

Nice To Haves

Experience working in an MSP or similar field such as BPO.

Responsibilities

Provide direct leadership and coordination for Project Team personnel, collaborating with Account Management and Solutioning Teams.
Mentor and support Project Team members in project work and professional growth, and help create a documented juniorization training path.
Monitor financial and operational metrics against organizational objectives.
Develop and implement policies, objectives, and initiatives for Project operations and related services-team support.
Build a high-accountability culture emphasizing ownership, teamwork, technical quality, client communication, and follow-through.
Plan succession, skills development, cross-training, and staffing to meet current and future project demand.
Ensure service operations adhere to company standards, meet business objectives, and have appropriately skilled personnel.
Translate services strategy into project delivery priorities, standards, and measurable operating goals with internal and external stakeholders.
Maintain portfolio visibility, forecast demand, and align assignments, utilization, workload balance, and resource allocation across Project Managers and Project Engineers.
Manage day-to-day Project operations and develop and evaluate operational KPIs, including staffing metrics for utilization and profitability.
Oversee planning, tracking, documentation, and training for Project personnel, and help identify emerging technologies for training and development across services departments.
Identify project and technical-process risks and develop mitigation procedures where possible.
Analyze market conditions and emerging technologies to identify improvements to project profitability, utilization, and customer satisfaction.
Collaborate with Internal Services teams on presales solutioning, projects, and service desk support for managed and professional services operations.
Lead and organize cross-functional teams, including Contracts, Finance, Services Directors and Managers, MSP Engineers, Security Operations personnel, Sales Operations, and Account Executives and Managers.
Facilitate resolution of cross-functional dependencies, delivery constraints, and escalations affecting project outcomes.
Provide delivery oversight for complex infrastructure, cloud, security, and managed-services implementation projects.
Maintain engineering skills sufficient to evaluate subordinate personnel’s technical capabilities and manage technical and service quality.
Support continuous improvement to keep staff and the company aligned with emerging and changing IT skill sets, TCP requirements, and needs.
Complete other job duties assigned.
Demonstrate effective oral and written communication, customer service, presentation, leadership, management, ethical conduct, judgment, interpersonal skills, strategic thinking, planning, organization, professionalism, adaptability, and task follow-through.