Manager, Professional Services

Mitel•Illinois (Remote), ID

About The Position

The Manager, Professional Services leads a customer-facing team responsible for delivering high-quality unified communications and customer experience solutions. This leader will play an important role in transforming the Professional Services organization: building new technical and consultative capabilities, improving operational discipline, and evolving the team beyond traditional product implementation. The role will develop a team capable of delivering integrated UC and CX solutions with an increasing focus on business requirements, system integration, workflow optimization, automation, and customer adoption. The manager will ensure that technical delivery is connected to the customer’s operational objectives and produces measurable business outcomes. This position owns team performance, delivery quality, resource readiness, and operational execution across a portfolio of customer engagements. The successful candidate will combine strong leadership and technical credibility with the ability to lead change, establish scalable delivery practices, and collaborate across Sales, Solution Engineering, Product Management, Customer Success, and Support.

Requirements

Bachelor’s degree in business, technology, engineering, or a related field, or equivalent professional experience.
Five or more years of experience in Professional Services, technology consulting, solution implementation, or a related customer-facing delivery environment.
Demonstrated experience leading, coaching, and developing technical or consulting professionals.
Experience managing a portfolio of complex customer implementations with accountability for delivery quality, customer satisfaction, and business performance.
Strong understanding of unified communications, collaboration, contact center, customer experience, or related enterprise communication technologies.
Working knowledge of solution architecture, system integration, APIs, workflow design, application configuration, and enterprise technology environments.
Demonstrated ability to connect technical capabilities with customer workflows, operational requirements, and desired business outcomes.
Experience introducing new delivery practices, technical capabilities, or operating processes within a changing organization.
Strong operational and analytical skills, including experience with capacity planning, resource management, project risk, delivery metrics, forecasting, and utilization.
Ability to manage competing customer, employee, operational, and financial priorities in a complex environment.
Strong executive presence and the ability to communicate effectively with technical teams, business leaders, customers, and cross-functional partners.
Demonstrated ability to lead through ambiguity, influence without direct authority, and drive organizational change.
Ability to travel approximately 25% of the time.

Nice To Haves

Experience delivering Mitel or comparable enterprise UC and collaboration solutions.
Experience with contact center, customer experience, workflow automation, artificial intelligence, analytics, or workforce engagement technologies.
Experience designing or delivering integrations between communication platforms and enterprise applications such as CRM, EHR, ERP, ITSM, or workforce-management systems.
Familiarity with cloud, hosted, hybrid, and on-premises solution architectures.
Experience working with APIs, integration platforms, low-code tools, or workflow automation solutions.
Experience supporting enterprise customers in regulated industries such as healthcare, government, financial services, or utilities.
Experience developing repeatable service packages, implementation methodologies, or consulting offerings.
Familiarity with project-management methodologies, ITIL, Agile, SAFe, or comparable delivery frameworks.
Experience operating within a blended delivery model that includes internal teams, global delivery resources, partners, and third-party providers.

Responsibilities

Lead, coach, and develop a team of Professional Services engineers and consultants responsible for delivering UC, integration, workflow, and CX solutions.
Build a high-performing, customer-focused culture grounded in accountability, collaboration, continuous learning, and delivery excellence.
Assess current team capabilities and develop a skills roadmap aligned with evolving customer needs, solution strategy, and market demand.
Expand the team’s capabilities beyond traditional UC implementation to include application integration, workflow optimization, automation, APIs, customer experience, and business-outcome consulting.
Establish individual development plans, technical learning paths, mentoring, and knowledge-sharing practices that strengthen team capability and career growth.
Support recruiting, onboarding, succession planning, and workforce development based on sales pipeline, delivery demand, and future skill requirements.
Lead the team through organizational and operating-model changes with clear communication, engagement, and accountability.
Own delivery performance and customer outcomes across a portfolio of Professional Services engagements.
Ensure the team begins with an understanding of the customer’s business requirements, workflows, operating environment, and desired outcomes—not simply the technical implementation.
Guide customers in improving communication workflows, employee experiences, customer interactions, and operational efficiency through effective use of UC and CX technologies.
Serve as an escalation point for complex delivery challenges involving architecture, integrations, workflow design, solution configuration, resource alignment, and customer expectations.
Engage with customer stakeholders, including technical teams, operational leaders, and executives, to build confidence, resolve challenges, and maintain alignment on outcomes.
Ensure effective handoffs across Sales, Solution Engineering, Project Management, Professional Services, Support, Service Delivery, and Customer Success.
Promote strong documentation, knowledge transfer, enablement, and adoption practices so customers can realize sustained value following implementation.
Help lead the transformation of Professional Services into a more consultative, scalable, and outcome-oriented organization.
Translate the Professional Services strategy into practical operating processes, delivery standards, technical methodologies, and team behaviors.
Establish and continuously improve delivery methodologies, quality standards, implementation templates, technical documentation, and governance practices.
Create greater consistency in project scoping, estimation, resource assignment, solution delivery, risk management, and customer acceptance.
Monitor resource capacity, skills alignment, utilization, project performance, delivery quality, forecast accuracy, and customer satisfaction.
Proactively identify delivery risks, capability gaps, and operational constraints, taking timely action to protect customer and business outcomes.
Use portfolio data and delivery insights to improve productivity, resource planning, project predictability, and services profitability.
Evaluate the appropriate use of internal resources, global delivery capabilities, partners, and contractors while maintaining consistent customer experience and delivery quality.
Identify opportunities to standardize and package repeatable services while retaining the flexibility needed for complex enterprise customer environments.
Champion automation, improved tooling, and simplified processes that reduce administrative effort and allow the team to focus on higher-value customer work.
Partner with Sales and Solution Engineering to improve discovery, scope services accurately, establish realistic delivery expectations, and position the value of Professional Services.
Work with Services Architects and customer-facing teams to translate business requirements into appropriate services, architectures, integrations, and delivery strategies.
Collaborate with Product Management and Services Portfolio Management to identify capability gaps and develop new, repeatable service offerings.
Provide structured feedback on product functionality, implementation complexity, integration needs, customer workflows, and recurring delivery challenges.
Partner with Project Management, Customer Success, Service Delivery Management, and Support to create a coordinated customer journey from presales through implementation and ongoing success.
Represent Professional Services in cross-functional transformation initiatives focused on customer experience, operational efficiency, recurring revenue, and scalable growth.
Share customer, technology, and market trends across the organization to help shape services strategy and future capabilities.