Head of Professional Services

Are you passionate about solving problems and delivering next-generation software to enhance the Internet experience? Join a global leader creating software for broadband service providers. We have been growing since 1992 and now work with some of the top service providers worldwide to deliver solutions that are innovative, creative, and make life easier for millions of subscribers.

The Head of PS will lead the Professional Services function: defining, planning and deployment of solutions for communications services providers globally. The role is highly ‘customer focused’ - you will need to be able to think creatively and embrace change, to spot potential opportunities and drive programs and initiatives to success.

The role has full accountability and responsibility for program delivery and meeting financial objectives; managing customer expectations, proactively anticipating issues and managing changes as required. All projects span the full life cycle and vary from three to eighteen months.

You must be a strong executive leader who can personally deliver consistent, predictable, and high-quality results as well as lead a team to do the same. You must possess experience and strength in the areas of complex project management, professional services financial measurement, team leadership and development, problem-solving, and process definition and improvement.

You will also be someone who can extend their view to the wider group of companies to contribute to best practices, share lessons learned, and play a role in the ongoing evolution of the group.

Our values are central to who we are and how we do business. As a member of the senior leadership team, you will be expected to embody these: collaborating positively, having a passion to succeed, being prepared to take smart risks, leading with integrity and being able to flex your expertise to exceed customer expectations, every day.

This is a fully remote role. Infrequent travel will be required to enable collaboration with international teams (estimated at approx. 10% of time).

Responsibilities

PS Oversight & Management:

• Hire, train and retain a high-quality, high-intensity PS Pyramid Management team that is technically, commercially and project management strong to ensure profitable on-time, on budget project delivery.
• Coach, motivate and develop PS team members, and influence them to take positive action and accountability for their assigned work.
• Own the resource planning, allocation, and team management for the PS team. This will include maintaining an ongoing accurate view by reporting on:
• demand pipeline and resource allocations
• utilisation and billability
• contract spend and ratio performance
• project execution risks and issues.
• Ensure an auditable streamlined agile and standards-compliant PS process and delivery team that meets skills and capacity requirements.
• Ensure excellent customer relations, as well as engage in high-priority interactions with clients.
• Possess and maintain must-have extensive experience in the field and in management, and be passionate about client satisfaction.
• Provide quality assurance through oversight of all active projects in the Professional Services business. Some of this time may be billable to client projects.
• Provide sales (RFP’s, proposals, QBR’s) and marketing (content/campaign development) support.
• Provide monthly and quarterly analysis of ongoing product performance (utilization, PS ratio by region/pyramid, PS ratio/trend by customer & SOW, other).
• Generate and execute new ideas to organically grow the PS business.
• Develop and maintain productive collaborate relationships with other members of the SLT and the sales organization.
• Communicate effectively in both internal and external forums, able to adjust as appropriate for the audience in order to achieve PS team and overall company-wide goals.

Other Activities:

• Attend management meetings, annual events, and other activities directed by the CEO.

Key Skills & Competencies

• A proven ability to manage, coach and motivate people within a team environment.
• Strong attention to detail with the ability to organize and set priorities to manage multiple tasks and projects.
• A self-starter, who is results-oriented with a desire to learn and support new developments.
• Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
• High degree of resourcefulness, flexibility, and adaptability.
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

Work Experience Requirements

• A university degree in a relevant discipline such as computer science or engineering.
• 10+ years of direct work experience in a PS management capacity required; preferably in a software development company.
• Hands on experience with the following applications and technologies:
• O365, Salesforce and CloudCoach
• Project Management tools such as MS Project
• Experience in Agile project management and implementation
• Must be experienced working internationally and collaborating with colleagues geographically dispersed across many countries and cultures.
• An experienced facilitator and mediator at different levels of an organization.
• Has gained comfort (even a passion) for working in dynamic and at times high pressure/high intensity environments.
• Have delivered successful projects to communication services providers
• Familiarity with DOCSIS , TR-069/USP and asset
• Has previously used AI tools to drive efficiencies an asset

Salary range: $130-150,000 CAD