Director - Professional Services
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We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, disability, religion, sex, sexual orientation, gender identity, gender expression, protected veteran, military status or any other characteristic protected by law.
Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens will be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.
Job Purpose
The Director – Professional Services will work closely with consultants, engineers, project managers, and leadership to achieve success in customer projects in such technologies as Cyber Security, Cloud & Datacenter, Advanced Networking, and Cabling infrastructure. This position is responsible for ensuring project related Key Performance Indicators (KPI's) and financial measures are understood, monitored, and reported. The director has overall responsibility for managing Hawaiian Telcom’s Professional Services team, ensuring customer projects are resourced appropriately and our team members maintain a balanced workload while driving process efficiencies and client satisfaction to ensure on schedule and on budget delivery of sold services.
Essential Functions
- Demonstrated ability to manage multiple projects in a cross-functional capacity with minimum Fiscal Year value of $5M
- Staffing and coverage for Professional service & Project Management teams
- Identifying and vetting 3rd party delivery partners
- Manage 3rd party partner relationships for “core” delivery partners
- Review and approve PS SOWs prior to submission to customer: Scope clarity Time, cost, and risk factors Delivery resource allocation
- Assign technical resource(s) and participate in RFP responses
- Assign technical resource(s) and assist with scope definition and level of effort estimations
- Partner with sales to identify focus areas and align delivery resources / capabilities
- Assist with presenting overall PS offerings, capabilities, and experiences
- Update and refine Professional Services strategy, including developing required strategy documents on an ongoing basis, as needed
- Patriciate in escalations as/if needed, ensuring Sr. leadership is kept informed throughout driving towards resolutions and customer satisfaction
- Drive Delivery Process adherence and optimization:
- Scoping templates time estimates
- Delivery templates
- Delivery methodology and checklists
- Producing a monthly revenue forecast including variance to targets
- Forecast On Schedule / Budget KPI performance of projects
- Technical training plans
- Soft skill development
Education
Four years of College resulting in a Bachelor's Degree or equivalent
Experience/Background
- 10 years of experience selling and delivering professional services
- Team Management experience. Proven ability to hire, develop and manage a team of people
- Experience managing 3rd party team members / partners
- Professional Service pricing experience (cost, resell, margin, risk)
- Familiarity with common services contract terms and negotiations
- Experience implementing project management best practices
- Experience in a broad set of technologies
- 10 years of experience in relevant IT/Network technologies with emphasis on management and experience with client engagement
- Leadership relevant understanding of Networking (Enterprise & Service Provider), Cyber Security, Cabling Infrastructure, Cloud & Datacenter
- Data Center networking (Switching, Routing, Firewalls and Load Balancers)
- Experience with revenue planning and forecasting for portfolio projects within a Professional Services environment
- The Director has responsibility to ensure their team is meeting financial and organizational targets
Supervisory Responsibility
Manages subordinate supervisors/managers