POSITION TITLE: Practice Manager
LOCATION: Montreal
DURATION: Full-Time, Permanent
RESPONSIBILITIES:
Service Delivery:
Ensure that the team of Project Managers are fully versed in executing engagements in compliance with the firm's defined methodology
Monitor and manage Project Manager skill set requirements for the organization, including certifications
Ensure that all engagements are planned, activities recorded, and managed within Changepoint (PSA), consistent with defined "best practices"
Effectively balance team resources given employee load, expertise, complexity and market, as necessary
Continually monitor all engagements to ensure milestone achievement and the execution of supporting financial transactions (Invoices, credit/re-bill activity, expense recording and invoicing, etc.)
Monitor team performance in conjunction with service delivery metrics established for the organization - utilization, customer satisfaction, referenceability, as examples
Teamwork:
Participate in account reviews within assigned geography/market
Work with Project Managers in an ongoing review of engagements ensuring that deliverables are being achieved and barriers that may exist are overcome
Provide direct support to Project Managers by participating in customer sessions as dictated by engagement needs
Work with Account Management to ensure the successful transition of Customers into steady-state support
Effectively manage cross-functional resources as necessary to implement customer solutions (Resource Managers, Training, Technology, Solution Architects and Industry Consultants)
Ensure that all resources possess the training, tools and support necessary to achieve business objectives
Work with Global Support to resolve customer issues related to the implementation on a timely basis
Business Performance:
Ensure that financial plans (revenue and profitability goals) are met or exceeded for assigned scope of responsibility
Ensure that operational metrics are achieved or exceeded as the basis for measuring operational excellence
Provide monthly forecast input with an emphasis on predictability, demonstrating control of the business
Proactively identify and qualify new business opportunities in support of Customer business objectives
Customer Related Activity:
Participate with Sales and Account Management, as requested, to respond to and position service delivery expectations during the pre-sales process
Analyze, monitor and respond to feedback received through customer satisfaction surveys, Account Management or direct customer input
Leadership:
Ensure that all employees understand business objectives, expectations and measurement criteria for their respective positions
Provide ongoing and timely feedback to employees relative to performance
Ensure that skill requirements are maintained and enhances in conjunction with business/product direction
Develop and deliver performance appraisals to all employees accompanied by specific development plans for each
REQUIREMENTS:
Minimum of five years leading a Professional Service operation
A direct, demonstrated track record in delivering quality, on-time technology solutions to a diverse customer base
Demonstrated leadership in managing both customer and internal resources (at all levels) during adverse situations - problem escalations, engagement challenges - effectively balancing customer satisfaction and business objectives throughout
Experienced in customer interaction at the highest executive levels (C-level) of the customer organization
Possess excellent written and verbal skills with a strong customer focus
Strong business acumen - planning, forecasting, budgeting
Posses understanding of financial fundamentals including revenue recognition requirements within the software and service industry
Experience in communicating technical and project information in a business context
Strong ability to lead teams as well as participate as an effective team player
Demonstrable communication and negotiation skills are a must
Strong knowledge and hands on use of a PSA
Travel as required
Bachelors Degree in a Business or Technology discipline preferred
If you or anyone you know is interested and available please feel free to send your resume to the email address below.
Feel free to call us with any questions about this opportunity at 416.480.2700. As well, feel free to visit our online career centre for this opportunity and many more at:
www.aresstaffing.com
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