Job Responsibility of Technical Head for It Company - PDF by qde79354

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									Head of Professional Services
Job description

Purpose Summary
To be responsible for the provision of the highest quality of services delivery in all implementation and training
engagements with customers. To ensure that the company achieves revenue and profit targets by effectively managing
the professional services team and by developing revenue growth within the existing customer base. To establish,
implement, develop, and control best practices for IT project management delivery. This includes defining and
documenting all policies and processes of project lifecycles in order to deliver these projects according to scope, plan
and within budget. The Head of Professional Services will also create formal methodologies for defining project key
performance metrics and allocating resources.



The key areas of responsibility for the Head of Professional Services include:

 Professional Services Delivery

 Classroom Training Delivery

 Leadership

 People Management

 Teamwork

 Knowledge




Principal Responsibilities

Service Delivery
 To ensure that the Professional Services revenue and utilisation targets are met and that maximum profitability is
  achieved.

 To be responsible for overseeing the project management and delivery of Causeway products to the customers,
  focusing on billing capabilities.

 To manage the professional services team, including project managers, business analysts, implementation
  consultants and training consultants to ensure that customer expectations are correctly set and achieved at all times.

 To promote and maintain the highest level of processes, best practice and knowledge sharing within the Professional
  Services team to ensure that the quality and consistency of delivery is outstanding at all times.

 To work closely with the Sales Team in formulating estimates for software implementations.
Head of Professional Services
Job description
 To ensure that thorough and successful handover of new projects from Sales to Services are conducted so that all
  project success criteria and expectations are noted, risks and issues flagged up, commercial structure established for
  billing, and any other project specific requirements captured.

 To develop best practices, techniques, and tools for project planning, project management, milestone and deliverable
  tracking, project escalation, commercial management of projects, project communication, and key performance
  indicators.

 To establish effective communication and expectation management techniques and to ensure that these are
  implemented to all project stakeholders on every project in a clear and concise fashion.

 To ensure that project success criteria is agreed and disseminated to involved parties throughout project lifecycles.

 To communicate project management standards and techniques to the appropriate staff.

 To ensure that clarity about project stakeholders’ roles and responsibilities are implemented on every project.

 To ensure that project budget controls are implemented on all projects.

 To accept and assess status reports, change requests, escalation requests and requirements documentation to
  ensure smooth project progression.

 To ensure that methodology compliance is strictly implemented on all projects, including customer sign off for each
  project stage.

 To ensure that effective weekly processes are implemented to track and monitor all project progress, risks and
  customer satisfaction.

 To negotiate rates with and employ Contractors and Partners where necessary to deliver specialist conultancy.

 To troubleshoot problem areas and to mitigate project risks.

 To ensure the Head of Professional Services and the Sales Director or Sales Person carry out a Post Implementation
  Review with the customer for each Project.

 To conduct project post mortems and create a recommendations report in order to identify successful and
  unsuccessful project elements.

 To identify and resolve issues and conflicts within and between various project teams.

 To effectively manage utilisation levels of professional services staff and to ensure allocation to projects maximises
  utilisation.

 To ensure that cross training of Consultants is carried out so that each Consultant has the capability to Train or
  Consult upon two or more products so that Consultant non-chargeable “bench time” is minimised.

 To work ensure that Classroom Training targets are met by working with Customer Support Manager and Inside
  Sales.

 To ensure that wherever possible Classroom Training is utilised as part of the Implementation Methodology and that
  Classroom Training is promoted at all times.

 To ensure that all Training documentation is maintained by the Professional Services Team to a high level of accuracy
  and quality.

 To identify opportunities for new service offerings such as e-learning or additional business opportunities to enhance
  value added services and support growth of the business.

 To ensure customer billing for time and expenses is at all times maximised, accurate and up to date.



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Head of Professional Services
Job description
 To authorise third party Contractor or Partner purchase orders and invoices are processed correctly.

 To ensure that regular reports and updates are provided to the CEO and senior management team.




Leadership
 To formulate and ensure implementation of departmental strategy, policy and procedures, ensuring that they are fully
  aligned and integrated with the business strategy to ensure that the company vision and key result areas are
  achieved.

 To be responsible for the effective management of the departmental budget and delivery of departmental performance
  standards without compromising on service or quality, to ensure the achievement of maximum profitability and growth
  in line with the company targets.

 To ensure that every opportunity is taken to evaluate, coach and develop team members to build self confidence and
  capability and to ensure that the team is upgraded and operates to the highest possible standard

 To lead by example, exuding positive energy and enthusiasm, inspiring others, encouraging teamwork and co-
  operation and ensuring that team members live and breathe the company vision and values at all times

 To provide regular reports and analysis to the CEO and senior management team to ensure awareness and
  understanding of departmental statistics and performance.




People Management
 To be responsible for the overall management, development and assessment of the entire Professional Services team
  and for the achievement of revenue and profit objectives across the business in line with the agreed annual targets.

 To lead, coach and motivate the Professional Services team, ensuring understanding of the company vision and
  values, utilisation and revenue targets, maximum teamwork and co-operation with all areas and divisions of the
  company and the highest levels of service provision.

 To work with the Group HR Manager to ensure that objectives are set and performance appraisals are conducted for
  each member of the team, ensuring that all have the appropriate skill set to achieve their objectives and are
  competent in their roles.

 To be responsible for assessing training needs and ensuring that the relevant level of training, development and
  coaching is available to all team members, that training needs are met, aiming to improve chargeable utilisation,
  organisational effectiveness and that everyone is encouraged and supported in their professional development, giving
  employees the best opportunities to develop their abilities and careers within the group.

 To work with individual Professional Teams members to evaluate ways to increase their individual chargeable
  utilisation.

 To ensure that company policies are implemented consistently and that fairness, reasonable standards in the
  treatment of people, equal opportunities and work life balance are maintained to create a positive work environment
  and minimise risk of action taken against the company.




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Head of Professional Services
Job description
Teamwork
 To work as part of a team to achieve the group and departmental standards.

 To work together with other departments and divisions within the organisation to identify any process improvements
  and improve standards, efficiency, revenue and profitability.




Customer Service
 To provide professional and effective services to internal and / or external customers, to meet customer expectations,
  particularly in terms of Quality and Timeliness in line with departmental standards, procedures and guidelines.

 To communicate courteously with internal and / or external customers by telephone, email and fact to face, building
  positive relationships, investigating, responding to and progressing issues and queries to a successful conclusion at
  the earliest time.

 To speak positively and enthusiastically about the company and its products and services to ensure that a
  professional company and brand image is provided at all times to customers and colleagues.




Knowledge
 To ensure a good level of understanding and knowledge of the organisations products and services, which is
  improved and maintained at all times, ensuring that customer queries can be dealt with accurately and appropriately
  and supported by the department.

 To ensure a good level of understanding and knowledge of best practice methodologies for software implementation,
  project management, customer education and learning.

 To ensure a thorough knowledge and understanding of company and department targets for revenue and profit, and
  administration and billing procedures and systems.

 To have a good understanding of customers business drivers and needs in order to give a credible service and to
  maximise opportunities for additional revenues via Business Improvement consulting engagements and re-
  implementations and/or opportunities for additional Causeway products and services.

 To take responsibility for own personal development in line with agreed annual performance objectives.

 To be willing to listen to and support colleagues and team members with professional problems, devoting time to
  impart expertise, infusing confidence and expressing positive expectations regarding the team’s and company’s
  performance.

Such other duties as the management may from time to time reasonably require.




Reporting
Department: Professional Services

Location: Watford, Bourne End and Farnham

Reports to: CEO

Responsible for: Professional Services



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Head of Professional Services
Job description


Key Interfaces
Dealing with external customers, partners, contractors and internal departments to ensure delivery of the highest level of
professional services delivery to the customer at all times.




Dimensions / Budgets
The department consists of Team 20+ Project Managers, Business Analysts, Implementation Consultants and Training
Consultants and 1 Project Office Administrator. Cost budgets, revenue and profit targets are set for the department
annually, as are individual utilisation targets for each members of the Professional Services team. All are measured
monthly versus actual>




Knowledge, Experience and Qualifications
Essential Skills

You will need to demonstrate extensive Professional Services experience of a similar nature in a highly competitive
environment. Previous experience within the IT and / or Construction industries is beneficial

Ability to work at all levels with both the commercial teams and technical teams within the business is crucial to the
success of this role.

Previous experience of working on software projects from sales handover to technical implementation and delivery and
sign off essential.

Extensive experience in client management and / or consultancy

Familiarity with Prince2 or similar project management approach.

Proven strategic aptitude and ability.

Proven ability to manage revenue, cost and profitabilty performance versus target is essential.

Previous experience within a fast paced environment, executing tasks in a high-pressure environment is crucial.

Demonstration of delivering ROI and strong leadership skills are a prerequisite.

Ability to evaluate and drive change across the business to translate business requirements into actionable plans and
strategies

Advanced interpersonal, written, and oral communication skills.

Adept at conducting research into project-related issues and products.
Must be able to learn, understand, and apply new technologies.

Must be able to operate in a Boadroom environment where accountability is essential.


Competencies Required

Ability to form strong and mutually beneficial business relationships with external customers.




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Head of Professional Services
Job description
Tenacious, Highly energised and motivated, high level of commitment and passionate about achieving levels of service
excellence

Results driven with good business judgement - Good commercial understanding and mindset

Ability to work under pressure, in a target driven environment

Strong People management skills with previous team management experience being essential and the ability to motivate
others to deliver

Strong project management skills.

Strong familiarity with financial software or systems.

Excellent communication skills, consultative approach and able to influence others to support objectives.

Solution orientated with a positive, can-do attitude.

Articulate and focused.

Ability to interpret and utilise data to contribute to strategic decisions

Confident and able to work alongside strong personalities within the business

Strong negotiation and influencing skills

Calm and objective with ability to listen and provide stability and direction

Strong analytical skills

Track record and reputation for integrity, respect, follow through, accountability and results.
Experience in developing and deploying project best practices, policies, procedures, and processes.

Can conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.

Ability to defuse tension among and between project teams and customers, should it arise.


Qualification

Relevant business or technology Degree or equivalent with experience of people management.

Prince2 or equivalent qualification in project management.

Strong technical skills.

Strong management skills.



This job description describes the principal purpose and main elements of the job. It is a guide to the nature and main
duties of the job as they exist currently, but it is not intended as a wholly comprehensive or permanent schedule and is
not part of the contract of employment.




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