Head of Professional Services
Auckland, New Zealand
5d ago

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Responsible for managing and leading the Professional Services Team and a contributing member of both the Management Operations Forum and Project Delivery Leadership Team.

The Head of PS is accountable for requirement capture, design, deployment, testing, stakeholder management, risk and issue management, and vendor management and technical project delivery.

Their team needs to work closely with and support the PMO, Service Transition, Sales, Service Management, Service Delivery, system integration & design and Architecture.

Working at NTT

Applicable, NTT Ltd. is looking for a Head of Professional Services to report directly to the Head of Project Delivery. The role is based in Bristol, UK.

  • Professional Services are responsible for the technical scope and baseline of projects; the flow through from Sales / Contract / Customer understanding into tangible technical deliverables;
  • influencing service delivery, particularly from a customer satisfaction / expectation and revenue viewpoint.

    Reporting to Head of Project Delivery

    Main Duties of Service Technical Account Manager / Professional Service Consultants (Approximately 10-15 FTE) :

  • Lead by example.
  • Strategic planning across Professional Services.
  • Manage people, processes, policies, tools, governance, and reporting for Professional Services.
  • Commercial responsibility, a key aspect of this role is to increase the earned value for each customer engagement.
  • Ensure that PS meet its capacity and profitability targets, maximising revenue per billable resource within agreed cost constraints and without compromising the integrity and standards of the company.
  • Customer profitability - Set and manage capacity and revenue targets.
  • Line management including : s, objective setting, resourcing, career development, deciding on competing priority calls, coaching and mentoring of staff.
  • Ensure team members are developed according to the needs of their current roles and working to achieve the pre-requisites for their next role if identified
  • Maintain a close and effective working relationship with Service Management focusing on the future and potential of customer as well as support Service Management activity.
  • Ensure the delivery of Professional Services are optimised and cost-efficient
  • Establish and secure the critical business value of the team’s mission by developing a proactive, customer focussed culture within the team
  • Interface with other stakeholders to set team strategy aligned to the needs of the business
  • Responsible for the industrialisation of customer systems, services and tools.
  • Coordinate issues impacting multiple customers , which may include interfacing and coordinating issues with multiple partners
  • Scoping of Continuous Improvement Projects including identifying, scoping and planning the delivery of Continuous Improvement Projects.
  • Coordinate discrete functions to present compelling value to Applicable’s customers
  • Definition of technical agenda, roadmaps and workshop content to enable PS to deliver consistently into partners and customers
  • Feedback on architecture outputs that result from new or changed services
  • Work with the Partner, Customer and Account Management team to develop a customer first strategy
  • Validate Applicable and Partner readiness to deliver new capabilities to customers
  • Assist in the shaping and coordinate issue communication and resolution with the partner, service management, customer and service operations
  • Work with Sales, Service Operations, Account management to keep Applicable focused on customer outcomes
  • Identify opportunities for Applicable to enhance the customer’s business
  • Skills and Attributes Service Management Team Manager

  • Excellent level of relevant experience in similar role within an IT Consultancy or Telecommunications industry
  • Strong previous experience operationally managing a team
  • Strong interpersonal skills and diplomacy with internal and external parties
  • Demonstrated leadership experience
  • Solid experience dealing with clients and managing service levels
  • Excellent stakeholder engagement experience at all levels in the organisation
  • Project management experience
  • Ability to understand Applicable’s business, and to positively influence and rally stakeholders
  • Ability to plan and act pro-actively
  • Excellent customer relationship and time management skills.
  • Proactive approach to issues and relationship management.
  • Ability to elevate the conversation and relationship to focus on big picture of service not minutiae.
  • Creative and with the courage to act with integrity
  • Excellent external-facing and presentation skills
  • Sound decision making; ability to make commercial and operational assessment.
  • Thorough knowledge of the UC and messaging market for messaging and managed services.
  • Evidence of certifications and / or Degree in Technology and / or Business Management
  • Experience of a partner and customer-facing role, understanding of customer needs and attitudes
  • What will make you a good fit for the role?

    We offer :

    A full-timecontract of unlimited duration

    A dynamic and multicultural team

    Company paid trainings to help further your career and stay up to date with latest technologies

    An attractive salary tailored to your expertise level

    Other benefits : hybrid working, pension plan, health insurance, life insurance.

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