Manager-Resource Management

Black Box•Plano, TX

About The Position

The Manager-Resource Management executes NACS Resource Management standards, processes, and methodologies for project coordination. The role acquires and deploys internal and staff-augmentation talent for project, program, and pre-sales service requests, helping meet client service-level agreements. It serves as an escalation point for resource management issues and provides expertise in deployment, demand, capacity, and utilization forecasting. The manager recommends qualified talent, influences labor mix, and considers profitability, cost, skills, and client requirements when planning delivery staffing. The role maintains a talent database; balances resource supply and demand across skills, experience, location, development objectives, and financial impact; identifies availability or skill gaps; and analyzes current and future demand, including project staffing, pipeline opportunities, and pre-sales needs. It also recommends skill development, advises operations management on resource planning, and meets leadership-established KPI targets. The position leads a team of Resource Coordinators and performs other duties as assigned. Black Box describes itself as a technology solutions provider focused on helping customers design, deploy, and manage IT infrastructure. It reports a global presence with more than 2,500 team members in 24 countries and is a wholly owned subsidiary of AGC Networks. Black Box is an equal opportunity employer.

Requirements

At least 5 years of deployment, operations, and resource management experience.
Strong computer software skills, including MS Office, Excel, PowerPoint, and Adobe.
Experience managing multiple work streams and performing effectively in a fast-paced, evolving environment with tight deadlines.
Analytical skills and a proven track record troubleshooting and evaluating systems and tools, including Microsoft Excel and PowerPoint.
Knowledge of project disciplines and technical skills required to deliver telecommunications professional services.
Business skills sufficient to evaluate the financial impact of staffing alternatives.
Demonstrated initiative, attention to detail, basic computing skills, business acumen, and time-management skills.
Ability to verify staffing demand forecasts against associated pipelines; collect preliminary team frameworks; and track opportunities from proposed to sold status.
Ability to analyze reporting, identify actionable items, and develop and execute action plans related to availability, unfulfilled demand, and utilization.
Ability to initiate and participate in discussions about difficult-to-staff resources and performance or skill deficiencies, providing fact-based information to operations leadership to manage client risk and support remediation.
Understanding of delivery-resource qualifications, credentials, and development needs.
Ability to analyze staff utilization, avoid under- or over-utilization, recommend actions, and initiate discussions with operations management about contingency plans.

Nice To Haves

Bachelor’s degree preferred.
Proven record in talent and resource deployment in professional services, support services, or a large corporate environment.
Experience using technology applications to manage talent resources, such as internal forecasting tools, Salesforce, ServiceNow, or ERPs.
Experience using ServiceNow’s resource management capability is desirable.

Responsibilities

Execute NACS Resource Management standards, processes, and methodologies consistently for project coordination activities.
Acquire and deploy internal and staff-augmentation PMO and field service operations talent for project, program, and pre-sales service requests needed to meet client SLAs.
Act as the escalation point for resource management issues and facilitate resolution.
Provide subject matter expertise in deployment, demand, capacity, and utilization forecasting.
Recommend qualified and experienced internal or staff-augmentation talent to meet project objectives and requirements.
Influence labor mix, including skill structure, use of lower-cost resources, and chargeability, to support business objectives.
Evaluate profitability, cost, and skill sets to determine an optimal labor mix for client delivery and SLAs.
Maintain the talent database to meet timeliness and quality standards.
Balance resource demand and supply, considering skills, experience, geographic location, development objectives, and financial impact.
Identify availability and skill gaps that could affect customer commitments and escalate them to NACS operations and PMO leadership.
Analyze future resource demand based on existing projects, probable pipeline opportunities, and future pre-sales needs.
Analyze future skill demand and recommend skill development activities to prepare employees for future engagements.
Advise operations management on acquiring, assessing, developing, retaining, and deploying project management resources with the right skills, timing, location, and cost.
Achieve leadership-established performance targets for applicable KPIs.
Lead a team of Resource Coordinators.
Perform other duties as assigned by management.