The Director of Professional Services: Program Management will plan, organize, and manage implementations of Itential’s platform & applications. This role is the driving force for aligning Itential with customer business priorities and outcomes. Responsible for supporting a team of Program Managers and providing escalations and prioritization in bringing experts across the organization to support successful customer deployments.

Supervisor Responsibilities:

• Oversees a team of program managers and engineers to ensure programs are completed on time and to specifications.
• Aligns with customer resources while holding them accountable for dependencies required for successful programs.
• Delegates work and assignments to team members based on expertise, work experience, and time constraints.
• Escalation point for Itential team to engage appropriate resources for resolution.
• Escalation point for Customer related to program priorities and deployment success.

Duties/Responsibilities:

• Leads an interdepartmental team to complete programs on time, to specifications, and with accuracy and efficiency, ensuring that team members assigned to program possess the proper qualifications to deliver excellent customer success.
• Establish strong client relations and develop relationships at executive levels
• Act as a liaison between company, customers, and vendors, and serve as the escalation point person for the customer, delivery, and other associate Itential teams.
• Develop, maintain, and builds partnerships with internal and external stakeholders. Expertly communicates with executives.
• Provide financial forecasting and budget analysis for customer programs.
• Assist in developing and executing effective practices, tools, and standards for implementations.
• Builds commitment to common goals; creates an environment of collaboration.
• Conducts risk assessments; reports identified risks to management; provides recommendations for mitigation of risk (including termination of the program, if appropriate).
• Participate in program audits to identify performance improvements.
• Communicates and collaborates with sales and marketing teams to promote and support Professional Services portfolio.
• Ensures compliance with federal, state, local, industry, contractual, and company regulations, standards, specifications, and best practices.

Required Skills/Abilities:

• Bachelor’s degree in related field, which may include Computer Science, Business, Program Management, IT or Engineering strongly preferred.
• Strong supervisory and leadership skills. Can create a dynamic team that is inspired to exceed expectations. Creates a group of resources that is sought after throughout the company
• At least 5+ years of program management experience with progressively complex software engagements
• Demonstrated experience developing, executing, and following up on programs.
• Customer facing experience in an IT Professional Services environment
• Excellent communication, verbal, critical thinking & analytical skills.
• Excellent interpersonal, organizational and customer service skills.
• Attention to detail. Can juggle multiple assignments.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Financial budgeting and forecasting for Services programs.