JOB SUMMARY: The Director of Professional Services manages the Enterprise Systems Group (ESG). This role is a key strategic member of our Senior Leadership Team (SLT) and, as such, is responsible for helping to ensure the continued sustainability of the ComTec organization-specifically by maximizing client satisfaction via the oversight of seamless project implementations, prompt issue resolution and the development of robust client-specific solutions. As a senior leader, candidate must have a combination of ERP systems and implementation knowledge, leadership skills, relationship management expertise and business acumen. Exercise discretion and independent judgment with respect to customer ERP matters of significance.REPORTS TO: Director of Operations DIRECT REPORTS: Enterprise Systems GroupESSENTIAL FUNCTIONS:
- Develop excellent relationships with clients to establish the company as a product and service leader
- Drive client focus and responsiveness, both strategically and tactically
- Responsible for the performance and development of all Consultants, Support Analysts, Software Engineers and Systems Engineers and Team Leads
- Handle employee recruiting, interviewing, hiring, performance reviews and termination, as necessary
- Enable and support the personal/professional growth and development of all direct reports (i.e., coach and mentor)
- Contribute to the development of training and educational programs
Track and monitor the progress of projects to ensure customer expectations are met and projects are delivered within agreed-upon budgets and timeframes
- Assist Project Management in developing and maintaining project plans, budgets and schedules for all client projects
- Schedule and prioritize issues and coordinate activities with clients and internal departments to resolve issues
- Manage ticket resolution time and continually improve to meet SLA guidelines
Utilize strong leadership and interpersonal skills to ensure optimal efficiency, effectiveness, and productivity
- Ensure effective utilization of all resources (e.g., people, equipment, facilities)
- Maintain employee utilization.
- Facilitate employee cross-training, certifications and training documents
- Approve and post all billable ESG time entries, time sheets, expense reports, and time off requests on a weekly basis.
Establish clear objectives and metrics for the company's service delivery-related investments and understand the levers that drive profitability
- Develop procedures for our resources to manage project and department documentation
Ensure that the company is pursuing and investing in opportunities that will deliver the greatest value to the organization
- Present ComTec in a positive light both internally and externally (i.e., be a champion for the company)
SOFT SKILLS & ABILITIES:
- Superior professional presence and business acumen
- Presence, energy and credibility to quickly earn the respect and confidence of all employees
Proven track record for delivering results
- A risk-taking, entrepreneurial spirit coupled with a strong work ethic
- Astute listener with excellent relationship management skills; strong, client-focused orientation and ability to inspire others.
- Knowledge of applicable best practices (i.e., industry/technology knowledge)
- Intelligence, good judgment, problem-solving skills, and effective decision-making abilities
- Ability to see the big picture and prioritize appropriately
- Able to motivate, inspire and champion ideas
- Strong commitment to ComTec values and a hands-on team player
EDUCATION, EXPERIENCE, & KNOWLEDGE:
- BA/BS in information technology, business administration or a related field
- 10+ years of management experience in positions of increasing responsibility where company performance and employee management have been emphasized
- Progressive experience in the professional services industry; prior experience demonstrating effective management skills in a fast-paced and growing environment
- ERP systems expertise with depth of knowledge among a broad range of manufacturing processes (i.e., make-to-stock / make-to-order / engineer-to-order environments) (e.g., SyteLine, Epicor, Syspro, SAP, Oracle)
- Experience with Epicor Kinetic ERP platform strongly desired
- Exceptional client relations skills and the ability to handle problem resolution meetings
- Professional written and verbal communication skills including process documentation
- Experience working with the Entrepreneurial Operating System (EOS) is a plus but not required.
WORK ENVIRONMENT/PHYSICAL DEMANDS:
- Use of computer and office equipment
- Ability to remain calm in stressful situations
- Performs all administrative functions expected at this level
ADDITIONAL REQUIREMENTS:
- Ability to schedule for evening or weekend work occasionally
- Valid driver's license in your state of residence and reliable personal vehicle
Salary Description $110-$130k