Arena Technical Resources, LLC Manager - Professional Services in Crofton, Maryland

Manager - Professional Services



In Crofton, MD

Job DescriptionJob Description

Our Client is looking for a dynamic and highly knowledgeable leader to direct the success of our Service Delivery organization. The position is responsible for driving customer success and intimacy initiatives to our customers through every service engagement. This role will have a strategic focus on client satisfaction, driving billable team utilization, and expansion of delivery capabilities to meet our go to market strategy.

Manager, Professional Services

Job Responsibilities

As a Manager, Professional Services, you will lead our Security and Collaboration delivery teams of engineers and ensure that our services are deployed per our mutually agreed upon statement of work. The position is ultimately responsible for meeting and exceeding our customer’s expectations and delivering a quality service in an efficient manner.

Your specific duties as a Manager, Professional Services will include:

·ÔBuild and maintain an efficient delivery organization that is scalable to meet the demands of our customers

·ÔStrive towards an overall practice utilization target of 70%

·ÔWork closely with the Project Management Office to establish project prioritization, resource allocation and project scope analysis

·ÔPartner with the Project Management Office to deliver projects within +/- 10% of triple constraint baselines using our 5 phase delivery framework.

·ÔOptimize existing team to maintain high team efficiency and delivery capabilities for new technologies

·ÔProvide training, guidance, mentoring, and leadership to our service delivery engineers to build an efficient and highly productive delivery team

·ÔWork with our pre-sales and delivery engineering teams to insure projects are properly scoped and can be delivered successfully to the customer.

·ÔServe as an escalation point for client and personnel issues

·ÔDevelop and Implement new processes and procedures that insure a high level of customer success and consistency across the delivery organization

·ÔMaintain a high level of customer success utilizing NPS and other customer feedback.

·ÔEstablish as the recognized leader in providing best in class “after sale” efforts to our customers.

·ÔPartner with various departments to review project engagements for adherence to scope, profitability and client satisfaction

·ÔContribute to growth by identifying new opportunities in existing customer accounts and emerging trends / technologies

·ÔMotivate and challenge delivery team to obtain a level of customer intimacy where the team becomes a trusted resource for our customers.

Manager, Professional Services

Job Requirements

As a Manager of Professional Services, you must combine a strong desire to make a positive difference with your passion for making an impact in our organization.

Specific qualifications for the Manager of Professional Services position include:

·ÔUS Citizenwith the ability to pass a background investigation

·ÔBachelor’s degree, preferred or equivalent years of relevant experience

·ÔAbility to obtain and retain a federal securityclearance.

·ÔStrong Experience in the IT industry with a good understanding ofInfrastructure Technologies.

·ÔDemonstrated understanding ofCisco Securitytechnologies such as Identity Services Engine (ISE),Firepower and Cisco firewalls

·ÔDemonstrated understanding ofCisco Collaborationtechnologies such asCisco Unified Communication (Call Manager, Unity, UCCX, QOS, Meeting Place, IPCC Express, Telepresence, etc.)

·ÔMust be technically sound in Cisco and Cisco products and abreast of overall technology trends

·ÔExcellent written and verbal communication skills, with great attention to detail.

·ÔStrong rapport and relationship building skills with both internal departments and external customers.

·ÔMust have a strong track record of developing and implementingprocess improvements

·ÔExperience with Federal Government customers preferred

·ÔOutstanding customer service and customer management skills with the ability to create “WOW” moments with customers.

·ÔStrong organizational, time management and prioritization skills.

·ÔAbility to take a creative approach to situations and problem solving. Owns issues until resolved.

·ÔEffective service delivery and escalation management experience.

·ÔSignificant experience and familiarity withend user supportmanagement, service level management, contractual compliance, financial management, scope management, customer service and executive level communications

·ÔMust be motivated, adaptable, flexible, and able to produce quality results in an evolving, fast paced environment

·ÔExtensive understanding ofService Deliverymetrics, finances, and Best Practices; ability to utilize this information to identify opportunities for training and process improvement