Global Professional Services Leader (Remote)

Big Internet Seller Services Inc; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Paid Parental Leave

Wellbeing resources

Volunteer days off

Professional development opportunities

Job summary

Keyfactor is seeking a Manager, Global Professional Services to lead a team of Professional Services consultants, driving performance, utilization, and delivery outcomes. You will hire, coach, and develop staff, aligning with Sales, Support, Product, and Engineering to ensure success.

You will oversee training, capacity planning, and metrics, partnering with Finance and PS leadership on forecasting and project reporting.

Qualifications

• Bachelor's degree in a relevant field such as Computer Science, Information Technology, Business Administration, or equivalent experience.
• 5-8+ years of experience in technical consulting, professional services, or MSP environments, including 3+ years of direct people management.
• Demonstrated success managing a team of 8+ individual contributors, including hiring, performance management, and career development.
• Demonstrated ability to drive performance in alignment with company goals.
• Excellent managerial and organizational skills, strong decision-making, and resource allocation.
• Strong communication skills in a consultative manner with customers and internal/external stakeholders.

Responsibilities

• Manage a team of 8-10 consultants; provide mentorship, coaching, and guidance to team members, fostering a culture of accountability, ownership, and urgency.
• Lead team growth: recruit and interview candidates, onboard new team members, and deliver performance feedback.
• Coach and develop team members, building career paths and growth opportunities at each level.
• Own team training and enablement in collaboration with the technical team.
• Own team utilization, capacity planning, and resource allocation across engagements.
• Own team-level delivery metrics (utilization, CSAT, on-time delivery) and drive project margin performance through coaching, scoping feedback, and process improvement.
• Collaborate with Finance on accurate tracking, forecasting, and reporting of project metrics.
• Provide oversight of the team’s project portfolio, removing blockers and coaching consultants through complex engagements
• Serve as the primary escalation point for customer and internal issues, providing guidance and resolution.
• Conduct regular project reviews, root cause analyses, and retrospectives to drive improvement.
• Support scoping and change order discussions as needed, working with Sales and PS leadership.
• Partner with Customer Success and Support to ensure customers are well supported across the lifecycle.
• Lead or contribute to internal projects that improve Professional Services processes and tooling.

Skills

People leadership

Team management

Client communication

Strategic planning

Stakeholder management

Education

Bachelor's degree in Computer Science, Information Technology, Business Administration, or equivalent

PMP certification

Tools

PSA software

Excel/BI tools

Project management tools

Job description

Keyfactor is seeking a Manager, Global Professional Services to lead a team of Professional Services consultants, driving performance, utilization, and delivery outcomes. You will hire, coach, and develop staff, aligning with Sales, Support, Product, and Engineering to ensure success.

You will oversee training, capacity planning, and metrics, partnering with Finance and PS leadership on forecasting and project reporting.