Professional Services Manager

About the Role

As a Manager of Professional Services, you will play a critical role in ensuring the success and continuous improvement of our team within Implementations.  

You will lead the efforts to ensure contracts, SOW commitments, and SLAs are consistently met or exceeded with a focus on operational best practices.  Working with cross-functional teams, you will be responsible for delivering results driven continuous improvement and accountability.

The main duties include developing and maintaining a transparent and learning culture for technically knowledgeable employees to grow and thrive with their abilities.

Additional duties include documenting best practices and Standard Operating Procedures (SOPs); hiring, mentoring, and training staff. The ideal candidate is a solutionist, problem solver, coach, project manager, and communicate effectively with technical and non-technical staff along with internal and external customers.

Location

Remote- US based

Must work EST/ CST hours

What You Will Do

· Lead, coach, and develop a team that administers and configures multiple VMS tools such as Magnit VMS, Beeline, SAP Fieldglass, IQN, VNDLY, SimplifyVMS, Coupa/CCW, and others

· Monitor project timelines, resource allocation, and quality standards to ensure on-time, on-budget delivery

· Bring team members together to cultivate a learning and sharing environment

· Drive the development and documentation of best practices, SOPs, and scalable processes.

· Mentor and train staff on projects for successful delivery

· Provide performance feedback, conduct reviews, and support career development for team members

· Support change management initiatives and ensure adoption of new tools and processes across the team

· Contribute to strategic planning and departmental growth initiatives

· Triage, troubleshoot, and resolve cases reported by users through a ticketing system 

such as ServiceNow, Salesforce, JIRA, etc

· Perform other duties as assigned

What You Will Need

· 10+ years’ experience in IT, database management, or systems administration, with at least 3+ years in a leadership or management role

· 10+ years' experience using VMS Platforms in MSP industry

· Deep expertise in VMS platforms and implementation methodologies

· Proven ability to lead and inspire technical teams in a remote environment

· Strong project management skills with experience managing multiple concurrent initiatives

· Excellent communication and stakeholder management skills

· Experience with integration technologies (e.g., SSO, SFTP, APIs) and troubleshooting

· Proficiency in tools such as ServiceNow, Salesforce, JIRA, and Microsoft Office Suite

· Bachelor’s degree in Business, Information Systems, or related field (or equivalent experience)

What Skills and Experience Will Set You Apart From Others

· Ability to teach and coach high performing technical staff

· Strong written and verbal communication skills

· Demonstrated ability to create department documentation

· Beeline Level II Certification

· SAP Fieldglass Config Manager, API setup

· Magnit VMS Advanced Administrator Certified and/or Enterprise Certified

· Strong understanding of integrations, workflows/approval flows

· Successful interaction with colleagues and clients at all levels within the organization

· Previous people management experience

· Project Management experience

· Advanced Excel and data analysis skills

· Experience scaling teams and processes in a growing organization

Compensation

The salary range is $115,000-$130,000 USD annually. 

Salary rates are based on experience, skills, and geographical location