Director, Professional Services

iTradeNetwork - Charlotte, NC

Full-time - Senior

Charlotte, NC

Computer and Electronic Product Manufacturing

About the position

The Professional Services Team is charged with providing world-class service delivery to new and existing clients. The team is responsible for defining, project managing, and deploying iTradenetwork products and services. The Director of Professional Services will serve a critical role as a senior leader and change agent within the Operations team. The PS leader will analyze, refine, and implement processes at the highest level while simultaneously delivering high quality deployments within time and budget. The ideal candidate will be highly process and metrics oriented with a proven track record in building and managing high-performing Professional Services and Project Management teams.

Responsibilities

• Provide leadership through strategic direction and active engagement to align implementation functions and priorities with iTradenetwork's business goals.
• Understand technical and business requirements to create SOW's and implementation plans.
• Track projects to ensure they are completed on time and within budget.
• P&L and revenue management.
• Establish and maintain performance metrics for all associated implementation functions.
• Foster a culture of Customer Service through active engagement, leadership, and a strong sense of accountability within the department.
• Define and implement continuous process improvements and optimizations utilizing leading frameworks such as Six Sigma.
• Hire, develop, and coach top talent with a strong customer orientation.
• Manage and optimize resource allocation, ensuring the appropriate staffing levels and skill sets to meet customer demands and successful project delivery.
• Partner closely with sales, customer success, and product management to forecast resource needs based on pipeline and customer needs.
• Collaborate with internal stakeholders to align strategies, leverage resources, and drive overall business success.
• Stay up-to-date with industry trends, emerging technologies, and best practices to lead efforts to continually enhance and innovate our service offerings.
• Develop and monitor key performance metrics such as project profitability, timelines, customer satisfaction, and employee utilization to take necessary actions to meet and exceed targets.
• Represent the company at industry events, conferences, and networking opportunities, and actively contribute to thought leadership initiatives.

Requirements

• Bachelor's degree in a relevant field, Masters or PMP certification preferred
• 15+ years of experience in Professional Services, Implementation, or consultant roles
• Demonstrated technical experience in deployment and PS projects at scale
• 5+ years of people management experience, managing teams of 10 or more people
• Proven experience with process development and continuous improvements.
• Demonstrated record of defining and implementing metrics and dashboards for tracking
• Strong business acumen, strategic thinking skills, and the ability to drive business growth and profitability
• Excellent leadership and team management abilities, with a focus on developing and motivating high-performing teams
• Exceptional communication, negotiation, and interpersonal skills, with an ability to build and maintain strong customer relationships, including executive-level communication and presentation skills
• Proven experience in business development, customer relationship management, and achieving revenue targets
• Strong project management skills, with a demonstrated ability to oversee multiple projects and teams simultaneously
• Proficiency in relevant software and tools to manage project delivery and performance metrics
• Outstanding change management, customer service, sales support, people, and project management skills
• Excellent organizational, planning, presentation, and communication skills. The ability to work effectively with all levels of the organization, and the ability to meet deadlines
• Must have unrestricted ability to work in the United States. Must have the ability to travel as required around the USA and Canada.

Benefits

• Competitive salary
• Comprehensive benefits package
• Dynamic work culture that values collaboration, innovation, and personal development