Director, Professional Services in Sydney

We Are:

Well-known across the globe for bringing the restaurant, retail and hospitality industries to the Cloud with our pioneering web & mobile products, superior customer service – and the people who make this happen.

Our Values: Because they are important to us!

• Service – We strive to delight our customers by anticipating their needs with simple, intuitive tools. We are serial entrepreneurs with a deep desire to do the right thing for our customers.
• Creativity – We believe to make real change; we must be the catalyst and bring unbridled enthusiasm for innovation and continuous improvement.
• Family – We seek and reward intelligent team members who exude honesty, integrity and accountability. We believe diversity and transparency in thought, practice and culture is an asset, not a risk.
• Fun – We move fast, have fun and love what we do all while honoring work-life balance. We are intelligent risk-takers, never allowing blind enthusiasm to overtake reason.
• Humility – We are responsible to our customers, our team members and our investors equally, requiring professional courage and humility.

Responsibilities as a Director Strategic Alliances:

The Director PS is responsible for attaining quarterly Professional Services (PS) revenue targets in region, in the form of delivered billable hours. Additionally, this role is responsible for the scoping and positioning of new services engagements. The incumbent will act as a key point of contact for Sales and Solution Consulting on opportunities. This role directly supports the sales cycle via internal knowledge transfers, solution reviews and executive-level prospect meetings. They will build out and manage a team of resources, as well as handle all resource planning and staffing for team on a broad range of services engagements, maximizing billable utilization. Furthermore, the role will manage project portfolio and ensure that quality standards for delivery are exceeded. The role will serve as an escalation point for services engagements. As well as being a key resource for internal practice development efforts, the Practice Manager will train and mentor new and experienced resources.

Requirements:

• Achieve and Exceed PS Revenue and Profitability Objectives
• Ensure team billable utilization targets are met
• Support the sales cycle through scoping and approval of PS engagements, Executive-level prospect meetings and Solution reviews
• Manage project portfolio to ensure quality, on-time and on-budget implementations using a mix of global resources
• Increase the Value of the Red Book Connect Application for Customers
• Become trusted adviser to the Customer through implementation lifecycle and beyond
• Team with Sales and Customer Success teams to promote user adoption and effective use of Red Book Connect
• Collaborate with Red Book Connect partners during services engagements
• Ensure High Customer Satisfaction and Referencability
• Responsible for adhering to highest quality standards in project delivery
• Manage executive-level customer relationships and provide team oversight through the implementation
• Serve as Steering Committee member on strategic projects
• Responsible for project staffing and resource scheduling on a broad range of consulting engagements
• Increase Engagement and Capabilities of Service Resources
• Hire, train and manage team of new and experienced resources to fulfill Practice objectives
• Provide coaching and mentoring to assist in resources’ career development
• Build team’s expertise and confidence in project delivery work
• Handle day-to-day administrative tasks such as: vacation scheduling, expense reports, time

Qualifications/Skills:

• Bachelor’s degree or recognized equivalency or achievement of recognized professional level
• 10-15 years of experience in systems applications consulting, either internally via an IT organization or externally with a consulting firm or software provider
• PMP preferred
• Strong background in mid-market and enterprise-level Project Management, including experience developing work-breakdown structures and project plans, most notably in Microsoft Project
• Demonstrated experience in translating customer business requirements into workable software solutions
• Exceptional verbal and written communication is required with previous experience creating Statement of Work for new and existing customers
• Strong experience in Change Management and Business Process Mapping
• Excellent client management skills and the ability to work with customers to develop and manage an implementation plan
• Previous services sales experience; comfortable interacting at the “C” level
• Consulting and management experience in a SaaS/Cloud environment is a plus