Manager, Professional Services

2 weeks ago

Oakville, Canada Softchoice Full time

The Manager, Professional Services role at Softchoice is responsible for quality professional services project delivery as measured by high customer satisfaction and successful results for workplace related projects. As a strong people manager, you will be accountable for continuous recruitment and development of Microsoft 365 and Cisco engineers.

In this role, you will partner with the management team members of professional services delivery and managed services to support pre-sales activities with technical and delivery expertise where required to win new migration projects. This alignment will provide a strategic view of projects closing to help plan successful resourcing and project delivery.

You will gain an understanding of each unique customer environment and guide your workplace delivery team through successful deployments around Microsoft and/or Cisco solutions. You will maintain awareness of project status and at project conclusion, you will attend the close-out and partner with the pre-sales team (and your own delivery team) on lessons learned for future projects.

What you'll do:

- Recruiting and developing a strong bench of workplace talent aligned to the Softchoice Services go-to-market and demand generated by the Pre-Sales team focused on Microsoft and/or Cisco solutions.
- Identifying, streamlining, and balancing resources across projects to maximize efficiency and quality delivery.
- Partnering with other services delivery teams within Professional Services as well as Assessments, Managed Services, and Digital Acceleration to deliver projects where multiple delivery models are required to complete the scoped objectives for the client.
- Managing alignment of and attainment of vendor Microsoft and Cisco vendor funding.
- Support presales activities for workplace solutions.
- Contributing to continuous project quality and delivery improvement by assessing customer satisfaction during project execution as well as ensuring Softchoice best practices are being followed.
- Managing and resolving delivery escalations from Account Managers for any customer satisfaction or quality issues with migration execution
- Ensuring alignment with peers in business units including the PS operations team, Keystone Managed Services team, and Digital Acceleration team to deliver a consistent customer experience for our clients.
- Analyze and conduct peer reviews of SOWs for clarity and delivery success.
- Review forecasting and Billing.
- Reporting on team profitability.
- Coaching and providing continuous feedback to Pre-Sales and the Technology Practices on Delivery Improvements.
- Leading Softchoice workplace methodology maturity initiatives
- A strong ability to build goals around company objectives and lead a team to successful completion of those targets.
- Demonstrated people management expertise as a developer of technical talent.
- Excellent communication skills and the proven ability to interact with senior-level technical and business decision-makers as a strategic advisor.
- Must be a self-starter and have ability to manage customer expectations.
- Coaching junior team members and Co-Ops who are beginning their IT Career.

What you'll bring to the table:

- 7+ years in industry experience and 2+ years of management experience in a similar role
- In-depth understanding of professional services project delivery, including hands-on experience as a project manager and/or PS consultant
- In-depth knowledge of business strategy and operations
- Ability to travel to and from customer sites
- University Degree/College diploma or equivalent experience, preferred

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