Professional Services Manager

Magnit

2d•$115,000 - $130,000•Remote

About The Position

As a Manager of Professional Services, you will play a critical role in ensuring the success and continuous improvement of our team within Implementations. You will lead the efforts to ensure contracts, SOW commitments, and SLAs are consistently met or exceeded with a focus on operational best practices. Working with cross-functional teams, you will be responsible for delivering results driven continuous improvement and accountability. The main duties include developing and maintaining a transparent and learning culture for technically knowledgeable employees to grow and thrive with their abilities. Additional duties include documenting best practices and Standard Operating Procedures (SOPs); hiring, mentoring, and training staff. The ideal candidate is a solutionist, problem solver, coach, project manager, and communicate effectively with technical and non-technical staff along with internal and external customers.

Requirements

10+ years’ experience in IT, database management, or systems administration, with at least 3+ years in a leadership or management role
10+ years' experience using VMS Platforms in MSP industry
Deep expertise in VMS platforms and implementation methodologies
Proven ability to lead and inspire technical teams in a remote environment
Strong project management skills with experience managing multiple concurrent initiatives
Excellent communication and stakeholder management skills
Experience with integration technologies (e.g., SSO, SFTP, APIs) and troubleshooting
Proficiency in tools such as ServiceNow, Salesforce, JIRA, and Microsoft Office Suite
Bachelor’s degree in Business, Information Systems, or related field (or equivalent experience)

Nice To Haves

Ability to teach and coach high performing technical staff
Strong written and verbal communication skills
Demonstrated ability to create department documentation
Beeline Level II Certification
SAP Fieldglass Config Manager, API setup
Magnit VMS Advanced Administrator Certified and/or Enterprise Certified
Strong understanding of integrations, workflows/approval flows
Successful interaction with colleagues and clients at all levels within the organization
Previous people management experience
Project Management experience
Advanced Excel and data analysis skills
Experience scaling teams and processes in a growing organization

Responsibilities

Lead, coach, and develop a team that administers and configures multiple VMS tools such as Magnit VMS, Beeline, SAP Fieldglass, IQN, VNDLY, SimplifyVMS, Coupa/CCW, and others
Monitor project timelines, resource allocation, and quality standards to ensure on-time, on-budget delivery
Bring team members together to cultivate a learning and sharing environment
Drive the development and documentation of best practices, SOPs, and scalable processes.
Mentor and train staff on projects for successful delivery
Provide performance feedback, conduct reviews, and support career development for team members
Support change management initiatives and ensure adoption of new tools and processes across the team
Contribute to strategic planning and departmental growth initiatives
Triage, troubleshoot, and resolve cases reported by users through a ticketing system such as ServiceNow, Salesforce, JIRA, etc
Perform other duties as assigned