Professional Services (Operations) Director (IT/ICT) - C-level

The professional services Director is the head of professional services, directly reported to GM and he is one of CMT (Country management team). The professional services director has a team consisting of 7 to 8 leaders with the capability of project Management reporting to him in the area of (ERP, CRM, BI/DW, ECM, E-payment, and each one of his leaders has a team consisting of 3 or 8 consultants .

He is responsible for leading, managing and providing oversight of service delivery across all projects. The individual is accountable for the performance of all Services contracts, customer engagements, client relationships and client expectations. The individual will manage high complexity in Matrix organization of various teams. The Operation Director will be responsible for executing the strategy for new projects, developing “C” Level relationships with new and existing clients at, strengthening current client relationships and managing project delivery.

Job Descriptions:

• Working closely with the CMT to achieve the requested business goals.
• Balances the demand for resources with the supply of resources taking into consideration skills, level of experience, geographic location, developmental objectives of the resources, and financial ramifications.
• Influences actions to right size the resource pool as needed.
• Recommends candidates to meet specific program or project objectives, and influences the selection to best achieve the financial objectives of the organization.
• Responsible for leading, managing and providing oversight of service delivery across all projects.
• Responsible for executing the strategy for new projects, developing relationships with new and existing clients, strengthening current client relationships and managing project delivery.
• Uses financial and qualitative information and tools to effectively establish and manage budget and revenue goals.
• Responsible for optimizing the performance of the professional services delivery team in order to achieve the organization’s profitability objectives.
• Understands technical and functional concepts of different products including the interrelationships between products and technologies that support products.
• Remains abreast of industry trends and technology standards.
• Manage P&L for Professional Service business unit.
• Create and oversee project plans and resources estimates, monitoring and tracking project execution and ensuring budgets and timelines are met within the requirements of contracts.
• Work collaboratively with product sales team to identify Services opportunities at prospective and existing clients and to strategize on those business opportunities, leading/supporting proposal efforts.
• Recommends staffing approach for delivery of existing projects as well as new business opportunities.
• Manage cost/sizing for proposals, develop project plans/roadmaps, set milestones, assign tasks and resources, set objectives and meet contract scopes of work.
• Develop knowledge and best practices internally and externally, while continuing to learn and share knowledge with team members.
• Ensure the overall quality of the implementation and assist in the professional development of the Implementation Team by working with them to identify opportunities to expand their technical skills and business knowledge.