Director, Customer Solutions Engineering PMO

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Job Description Summary:

The Director, Customer Solutions Engineering PMO (CSE PMO) is responsible for providing strategic direction and accountability in the management of Rocket’s professional services portfolio. The successful Director will enable and ensure exceptional outcomes are provided to Rocket’s customers in their engagement with Rocket’s CSE organization, following established project management methodology. The Director will ensure readiness for portfolio growth and onboarding as a result of large-scale M&A integrations. The Director will develop and carry out the CSE PMO vision and strategy aligning with organizational goals and objectives working with CSE and other Rocket business leaders. The Director CSE PMO shares ownership in Rocket’s PSA (Professional Services Automation) solution and processes, and ensures workflow is optimized for the PM (Project Manager) experience, cross-functional collaboration, effective portfolio management, and customer outcomes. The Director will evaluate and continually improve the capability, governance, and maturity of the PMO to achieve goals in alignment with the guiding principles of the Customer Solutions Engineering organization, and Rocket Software.

Essential Duties and Responsibilities:

• Provide leadership in the delivery of exceptional customer experiences while embracing and modeling Rocket values
• Directs the activities of Project Management leadership within the CSE organization. Has overall responsibility for planning, staffing, budgeting, managing expenses, and identifying and implementing improvements to the PM methodology.
• Controls and is responsible for the post-sales financial aspects of the portfolio including planning, tracking, controlling, forecasting and/or reporting portfolio financials.
• As a member of the CSE Senior Management team, influences CSE-wide functional leadership to ensure successful transition from pre-sales to project delivery, and alignment with all functional participants throughout the delivery lifecycle.
• Develops and presents project portfolio related communication to CSE and other business function portfolio stakeholders. Ensures consistency in portfolio presentation when delivered by others in the PM organization.
• Leads the design and implementation of CSE project management process and methodology improvements.
• Ensures all members of the Project Management organization are enabled to successfully manage customer engagements from initiation through implementation and go-live.
• Ensures diligence in solving project issues and risks through identification, evaluation, tracking, communication, and mediation.
• Establishes long-term direction for the CSE Program Management Office (PMO), including staffing, workflows, systems, and leadership and management of the CSE PMO.
• Provides leadership and ownership related to CSE portfolio integration throughout corporate development M&A integration activities. This includes evaluating the professional services methods, project portfolio, and resource requirements of the acquired business.
• Leads resolution of complex issues using insights from data for decision making.
• Collaborates with other senior leaders to establish strategic plans and objectives.

Qualifications:

• 10+ years of experience as a professional services leader driving the success of a complex multi-million dollar portfolio which delivers a broad variety of technical solutions to customers
• 10+ years of previous management experience
• Solid understanding of technical solution project life cycle models. Expert knowledge of both Agile and traditional project management principles and practices and the ability to provide leadership to blend them together in the right proportions.
• Balanced business/technical background:
  • Sufficient level of technical background to provide highly credible leadership to project management teams along with the ability to evaluate complex project risks and issues accurately and objectively
  • Ability to provide leadership to project management professionals and collaborate effectively across all functions of a professional services organization

• Business and financial acumen with demonstrated experience managing a large, complex, and growing portfolio with exceptional discipline in planning, execution, control, and analysis
• Experience as business owner of a fully integrated enterprise PSA application solution, influencing workflow design and ensuring conformance
• Record of accomplishment of successfully leading professional services teams providing technology solutions to large (>$1 billion) customers
• In depth knowledge and experience with organizational change management methodologies
• Demonstrated ability to envision and drive strategic programs within time, resource and budget constraints and deliver high quality outcomes
• Proven success in establishing key performance indicators, metrics, and focus to drive operational / service delivery excellence
• Experience with M&A integration accountability
• Exceptionally self-motivated and directed

• Strong ability to communicate with clarity in both written and verbal forums to a variety of groups, including enterprise customers and executives
• Works well with peers and team members to build a stronger team both inside and outside the assigned area of responsibility
• Proven experience in helping to successfully scale the organization’s capabilities end-to-end without compromising on quality or control of the organization
• PMP, PfMP, and/or PgMP certifications required

Information Security:

Information security is everyone’s responsibility.  A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.

Diversity, Inclusion & Equity:

At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.

#LI-Remote

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Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

At Rocket Software, we believe AI is a critical enabler of innovation and productivity. All Rocketeers are expected to actively leverage AI-powered tools and technologies, where appropriate, to enhance efficiency, improve decision-making, and deliver greater impact in their roles. Embracing continuous learning and the responsible use of AI is an essential part of how we work.

As part of our commitment to a safe and trustworthy workplace, we include background and reference checks in our hiring process.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.  If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com.  We will make a determination on your request for reasonable accommodation on a case-by-case basis.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!