Manager, Professional Services

Jobtailor; Deutschland; Remote; EUR 90.000 - 130.000; Vollzeit

Zusammenfassung

Jobtailor seeks a senior leader to oversee the Professional Services Smart Hands team in Germany. You will guide a technical staff, drive complex deployment projects across multiple clients, and maintain high levels of customer satisfaction, serving as an escalation point for critical issues.

You will own LOE sizing, scoping support, budgeting, and P&L for the practice area, participate in pre-sales activities, and coach team members on performance and career development.

Qualifikationen

• 8+ years Managed Services provider experience in network deployments, infra refresh, or related IT work.
• At least 3 years of leadership experience managing technical staff.
• Vendor management experience and negotiation skills.
• Strong conflict resolution and problem-solving abilities.
• Excellent written and verbal communication with senior management.

Aufgaben

• Lead and mentor the Professional Services Smart Hands team.
• Oversee multiple deployment projects and ensure high customer satisfaction.
• Own LOE sizing, scoping, budgeting, and P&L for the practice area.
• Participate in pre-sales activities and customer engagements.
• Conduct monthly/quarterly reviews and drive performance improvements.

Kenntnisse

Leadership

Vendor Management

Project Management

Strategic Planning

Communication Skills

Mentorship

Team Building

Financial Oversight

Executive Communication

Conflict Negotiation

Ausbildung

Associate's degree or equivalent

ITIL Foundation Certification

Jobbeschreibung

• Ensure the overall effectiveness and efficiency of the Professional Services Smart Hands team.
• Maintain high levels of customer satisfaction for professional and deployment services.
• Act as an escalation point for critical situations.
• Provide leadership to a team of technical staff.
• Build high-performing teams that accomplish organizational changes, goals, and priorities.
• Provide leadership, skill development, and mentorship for team members.
• Participate in interviewing, onboarding, off-boarding, training, career development, and performance management.
• Monitor and manage team performance and report on metrics such as team utilization and rework.
• Serve as a subject matter expert during pre-sales activities, including LOE sizing, scoping support, and customer sales pitches.
• Review LOE for accuracy of hours, cost estimates, and budget.
• Manage and minimize non-billable team time and expenses.
• Manage P&L, revenue, cost, and contract GP for the practice area and teams.
• Hold team leads accountable for timesheets, performance, schedules, and utilization.
• Conduct monthly and quarterly executive reviews.
• Coach and advise the team on sales performance and goal achievement.
• Manage multiple infrastructure setup and maintenance projects concurrently.
• Create and implement operating plans for sales initiatives and segment goals.
• Maintain customer satisfaction through key account client partnerships.

Requirements

• A minimum of 8 years of Managed Services provider experience performing or managing network deployments, infrastructure refresh, smart hands type work, project management, or related IT experience.
• A minimum of 3 years of leadership experience managing technical staff.
• Vendor Management expertise.
• Strong conflict negotiation and problem-solving skills.
• Strong organizational skills with an ability to manage competing client demands.
• Strong analytical skills regarding technical or project management issues.
• Comfort level and ability to interact and communicate with Senior Management.
• Excellent oral and written communication and presentation skills, including presenting technical issues to a non-technical audience.
• Associate's degree or equivalent level of experience.
• ITIL Foundation certification.

Core Competencies

Demonstrates extensive experience in managing technical teams and delivering high-quality professional services, with a strong focus on customer satisfaction and operational efficiency. Proficient in project management, vendor management, and financial oversight within managed services environments.

Highest-signal resume keywords

• Managed Services Provider Experience
• Leadership Experience Managing Technical Staff
• Vendor Management Expertise
• Project Management Skills
• ITIL Foundation Certification

Hard Skills

• Network Deployment Management
• Infrastructure Refresh
• Project Management
• Performance Management
• Budget Management
• Sales Performance Management
• Operating Plan Implementation
• Metrics Reporting
• Client Partnership Management
• LOE Sizing and Scoping

Soft Skills

• Conflict Negotiation
• Problem-Solving
• Organizational Skills
• Communication Skills
• Mentorship

Certifications & Qualifications

• ITIL Foundation Certification

Industry Keywords

• Professional Services
• Smart Hands
• Customer Satisfaction
• Team Performance
• P&L Management