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As the EMEA Delivery Director, you will oversee the delivery of professional services to EMEA customers, ensuring customer satisfaction and operational excellence. You will manage a team of Professional Services Managers and Engineers, providing leadership, mentorship, and development opportunities to help them succeed. You are accountable for planning and delivering sold work, meeting revenue expectations, and supporting business growth through collaboration with Sales, Sales Engineering, Project Managers, engineering, product management, and customer support teams.
Key Responsibilities:
Team Management: Lead, mentor, and develop a team of Professional Services Managers and Engineers. Provide direction and assistance for effective project execution. Promote team development through career planning, training, mentorship, and growth opportunities. Foster a positive working culture. Handle customer escalations and create communities of expertise for key product areas.
Capacity Planning: Partner with Sales to understand future capacity needs, expected lead times, and pipeline conversion. Collaborate with professional services leadership to recruit top talent. Provide insight into lead times for new work assignments and develop capacity to minimize lead times on high-demand skills.
Business Management: Collaborate with senior leadership to develop and execute strategic plans for the professional services division, aligned with company goals. Strategically manage and optimize work backlog priority to ensure maximum revenue production and customer satisfaction. Monitor and analyze project and resource performance, identifying improvement areas and implementing corrective actions.
Escalation Management: Partner with sales and professional services leaders to identify and mitigate risks. Manage customer escalations and remediate issues.
Process Improvements: Develop and implement best practices for service delivery, ensuring efficiency, quality, and consistency. Identify and drive process improvement opportunities to remove impediments and enhance effectiveness. Look for opportunities to eliminate or automate process elements for scalability.
Required Competencies & Attributes: Leadership with mentoring capability; extensive professional services management expertise encompassing industry best practices and trends; strong business acumen with budgeting, forecasting, and cost management skills; industry and solution expertise to engage with technical and executive stakeholders; exceptional customer focus and interpersonal skills; adaptability and resilience; global acumen with understanding of cultural diversity and international business practices.
Requirements:
- Minimum 15 years of experience in professional services, with at least 10 years in a leadership role
- Proven ability to lead and manage diverse teams ensuring successful project delivery
- Strong communication and interpersonal skills to build and maintain customer relationships
- Expertise in developing and implementing best practices for efficient, high-quality service delivery
- Ability to develop and execute strategic plans aligned with company goals
- Strong financial management skills, including budgeting, forecasting, and cost management
- Deep understanding of professional services industry, including best practices, trends, and challenges
- Strong business management fundamentals, including working knowledge of financial and contractual business models
- Relevant certifications in project management or professional services are a plus
