Manager, Professional Services
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About The Position
At Mimecast, we are seeking a skilled and experienced Manager, Professional Services to join our leadership team. As a Professional Services Manager, you will play a crucial role in leading and overseeing a team of fast-paced, and highly skilled professional consultants to achieve departmental and organizational goals. Strong leadership, communication, and problem-solving skills will be instrumental in driving operational excellence and fostering a positive work environment. In this role, you will be responsible for setting clear performance expectations, establishing goals, and providing regular feedback to team members to ensure individual and team success. You will foster a collaborative and inclusive work environment, promoting open communication, teamwork, and a positive culture. Leading by example, you will demonstrate a strong work ethic, integrity, and professionalism in all interactions. You will manage the day-to-day operations of the team, ensuring smooth workflow, timely completion of tasks, and adherence to established processes and procedures. Monitoring team performance metrics and key performance indicators (KPIs) will be essential, as you identify areas for improvement and implement strategies to enhance productivity and efficiency. Collaboration with cross-functional teams will be necessary to optimize processes, drive improvements, and deliver high-quality results. You will also identify and resolve operational challenges, escalating issues as necessary to ensure effective resolution. Performance management will be a key aspect of your role, as you conduct regular evaluations and provide constructive feedback to team members, addressing areas of improvement and recognizing achievements. You will identify training and development needs, coordinating and facilitating training programs to enhance the skills and knowledge of the team. Proactively addressing performance issues and implementing corrective measures will ensure adherence to company policies and standards. Building and maintaining strong relationships with internal and external stakeholders will be crucial, ensuring effective communication, collaboration, and alignment of objectives. You will collaborate with senior leadership and other departmental managers to drive cross-functional initiatives and achieve organizational goals. Additionally, you will serve as a point of escalation for customer issues, working closely with the team to resolve complex or sensitive matters in a timely and satisfactory manner. Budget and resource management will also fall under your purview, as you assist in the development and management of budgets, ensuring efficient utilization of resources while maintaining financial targets. Monitoring resource allocation, workload distribution, and capacity planning will be necessary to optimize team performance and meet service level agreements (SLAs). You will provide input and recommendations on resource requirements, including staffing levels, skills, and tools necessary to support team objectives.
