Senior Director of Professional Services

Job Summary

The ECI Professional Services Team is charged with providing world class service delivery to thousands of new and growing clients each year. The team is responsible for defining, designing, delivering, and deploying ECI’s solutions via our rockstar team of Professional Services Consultants and Project Managers. The Senior Director of Professional Services will serve a critical role as a senior leader and change agent within the North American PS organization. Overseeing our Field Service and Distribution PS teams, this leader will be responsible for analyzing, refining, and implementing processes that take our service delivery organization to the next level, while simultaneously delivering world class results to our customers. 

Essential Job Duties

• Responsible for defining the client needs, developing processes and proposals to meet those needs, as well as overseeing the implementation of the complete project solution.
• Oversees the development and implementation of detailed technology solutions for clients using company products, outsourced solutions, or proprietary tools/techniques.
• Performs in both a people management capacity and a technical leadership capacity.
• Manages the profitability, scalability, and health of the Professional Services team via a data-driven approach
• Leads dynamically and drives issues to resolution with a measured and cross-functional approach
• Leadership Scope:
  • Leads the Field Services and Distribution Professional Services organization, aligning resources and expertise to two major divisions within ECI
  • Will oversee multiple managers and subordinate teams, split between Implementation Consultants and Project Managers
  • Will manage team performance against dashboards and OKRs, and present routinely on outcomes, trends, resource needs, and profitability/margin
• Decision-Making:
  • Focuses on long-term strategic planning and organizational vision.
  • Makes high-level decisions impacting the department or division's direction.
  • Manages change adeptly and without hesitation, inspiring others to embrace new ways of doing business and to constantly challenge the status quo
  • Requires minimal oversight and is comfortable acting autonomously given a high-level direction or intent
• Responsibilities:
  • Sets the strategic direction for the Field Service and Distribution PS team
  • Ensures alignment with the Professional Services team’s OKRs and KPIs
  • Implements management processes that drive data-driven visibility into goal vs. achievement
  • Establishes cross-functional relationships with Division Presidents to successfully manage the health and growth of the business
  • Mentors and grows subordinate leaders
  • Manages the forecasting process for revenue delivery on a weekly basis
  • Espouses a winning culture that attracts, retains, and grows top talent

Required Education

Bachelor’s Degree

Preferred Education (not required)

Master’s Degree

Years of Experience Required

10 – 12 years

Management Experience

10+ years

Knowledge, Skills and Abilities Requirements

• Develops and provides strategy, vision and direction to multiple functions.
• Interacts with executives and/or key clients.  Involves activities such as critical negotiating and attempting to influence others regarding matters of significance to the organization.
• Provides input to executive management.
• Accountable for function financial results which impact organization performance.
• Works consistently with abstract ideas or situations across functional areas of the business.
• Through assessment of intangible variables, identifies and evaluates fundamental issues, providing strategy and direction for multiple functional areas.
• Anticipates factors that could influence strategies and company position in the market.
• Establishes and develops broader company strategy and translates into multi functional objectives.
• Erroneous decisions will effect the company's success, five years or longer.
• Interacts with internal and external executive level management, requiring negotiation of extremely critical matters
• Influences policymaking and strategy based on communication strategies and persuasion skills.
• Partners with executive leadership team for the function to provide cohesive direction towards company goals.
• Recognized as an influential leader.
• Leads activities of one or more functional areas, divisions, product groups and services through subordinate directors / managers who have overall responsibility for the successful operation of assigned areas.
• Oversees team(s) to develop new methods and solve company-wide matters.

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