Mgr, Professional Services

Epicor Software Corp; Sydney; On-site; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Health and Wellness

Internal Mobility

Career Development

Education Support

Inclusive Workplace

Work-Life Balance

Global Mobility

Job summary

Epicor Software Corp. in Sydney, Australia, seeks a senior professional services leader to oversee consulting teams and ensure successful project delivery.

You will apply best practices to shape vision, strategy, and implementation of Epicor’s services, while evaluating profitability and project risks for engagements. You will track key metrics such as utilization, revenue, client responsiveness, and satisfaction, serving as the escalation point for senior-level issues and aligning services with

Qualifications

• 10+ years of progressive experience with a proven track record of success.
• 5+ years of experience in managing and developing employees.
• 4+ years of experience in product support or consulting preferred.
• Ongoing technical certifications to stay current with industry advancements.
• Bachelor’s degree or equivalent experience.

Responsibilities

• Lead and oversee the work of consulting teams to ensure successful project execution.
• Ensure best practices are applied in shaping the vision, strategy, and implementation of Epicor’s professional services.
• Evaluate the profitability and risks of each engagement, recommending solutions that meet client needs while maximizing profitability and minimizing project risks.
• Track and communicate key business metrics, including utilization, revenue generation, client responsiveness, satisfaction (Net Promoter Score), and employee development.
• Act as the primary escalation point for professional services and implementation issues at a senior level.
• Collaborate within Epicor to ensure professional services operations are in alignment with company objectives and client expectations.
• Guide and mentor team members to ensure on-time, on-budget project delivery, while maintaining the team's chargeability.
• Participate in high-level status meetings at client sites, including Stage Reviews and Kickoffs.
• Influence pre-sales activities such as presentations, services planning, proposal preparation, and work planning.
• Create and manage career development plans for consultants, tracking their progress and completion.

Skills

Leadership & people management

Strategic thinking

Client communication

Travel up to 50%

Project management

Education

Bachelor’s degree or equivalent experience

Technical certifications

Tools

Epicor ERP familiarity

PM software/tools

Job description

• Lead and oversee the work of consulting teams to ensure successful project execution.
• Ensure best practices are applied in shaping the vision, strategy, and implementation of Epicor’s professional services.
• Evaluate the profitability and risks of each engagement, recommending solutions that meet client needs while maximizing profitability and minimizing project risks.
• Track and communicate key business metrics, including utilization, revenue generation, client responsiveness, satisfaction (Net Promoter Score), and employee development.
• Act as the primary escalation point for professional services and implementation issues at a senior level.
• Collaborate within Epicor to ensure professional services operations are in alignment with company objectives and client expectations.
• Guide and mentor team members to ensure on-time, on-budget project delivery, while maintaining the team's chargeability.
• Participate in high-level status meetings at client sites, including Stage Reviews and Kickoffs.
• Influence pre-sales activities such as presentations, services planning, proposal preparation, and work planning.
• Create and manage career development plans for consultants, tracking their progress and completion.

Duties & Responsibilities

• Lead and oversee the work of consulting teams to ensure successful project execution.
• Ensure best practices are applied in shaping the vision, strategy, and implementation of Epicor’s professional services.
• Evaluate the profitability and risks of each engagement, recommending solutions that meet client needs while maximizing profitability and minimizing project risks.
• Track and communicate key business metrics, including utilization, revenue generation, client responsiveness, satisfaction (Net Promoter Score), and employee development.
• Act as the primary escalation point for professional services and implementation issues at a senior level.
• Collaborate within Epicor to ensure professional services operations are in alignment with company objectives and client expectations.
• Guide and mentor team members to ensure on-time, on-budget project delivery, while maintaining the team's chargeability.
• Participate in high-level status meetings at client sites, including Stage Reviews and Kickoffs.
• Influence pre-sales activities such as presentations, services planning, proposal preparation, and work planning.
• Create and manage career development plans for consultants, tracking their progress and completion.

Knowledge, Skills & Abilities

• Ability to present effectively in sales meetings, both in-person and remotely.
• Strong communication skills to engage with customers, field consultants, executives, and peers.
• Exceptional organizational, project management, and time management abilities.
• Skilled in analyzing client issues and providing actionable recommendations for improvement.
• Willingness and ability to travel up to 50% based on business needs

Qualifications

• 10+ years of progressive experience with a proven track record of success.
• 5+ years of experience in managing and developing employees.
• 4+ years of experience in product support or consulting preferred.
• Ongoing technical certifications to stay current with industry advancements.
• Bachelor’s degree or equivalent experience.

About Epicor

At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.

We’re Proactive, Proud, Partners.

Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

Competitive Pay & Benefits

• Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
• Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
• Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
• Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
• Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
• Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
• Global Mobility: Comprehensive support for international relocations and permanent residency processes.

Equal Opportunities and Accommodations Statement

Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.

We are an equal-opportunity employer.