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BAC Middle East
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PROFESSIONAL SERVICES MANAGER

Job Description and Requirements

Key Duties and Responsibilities
Reporting to the Managing Director - ME and working collaboratively as part of a cross-functional team, undertake the following high-level responsibilities in a professional manner:
Leadership / Management
• Effectively lead and drive a team of Professional Service specialists who are empowered to deliver customer focused outcomes with commercial awareness and urgency.
• Communicate a clear vision of goals and objectives, and facilitate an effective long-term services delivery strategy for the full suite. 
• Support the personal and professional growth of everyone on your team. This includes establishing Scorecards and Key Performance Indicators (KPI’s), monitoring and measuring these regularly, providing coaching and discipline as required.
• Work with your team to discuss, plan, and implement process improvements.
• Monitor the overall performance of the department by tracking and analysing statistics and trends, providing reporting to the Senior Management Team for regular status meetings.
• Departmental planning and scheduling to ensure project timelines are met.
• Manage professional services revenue and expenses for quarterly financial forecasting. 
• Manage Professional Services resources to ensure ratio targets and billable utilisation levels are met.
• Ensure that processes are in place to identify and capture billable items, as well as monitor new opportunities to provide billable services. 
• Partner with the Customer Care Manager to achieve team goals.
• Work collaboratively across multi-functional teams to achieve high customer satisfaction.

Professional Services
• Proactively source, scope and secure back to base sales opportunities up to AED200,000 Net Revenue per opportunity, to achieve set Scorecard targets.
• Work with the Sales team on all other PS opportunities to provide a clear solution definition and accurate project estimation for the preparation of quotes, tenders and proposals. 
• Ensure the successful delivery of all Professional Service bookings to TGME clients in accordance with project budgets, plans, schedules and milestones.
• Develop detailed Project Plans including identifiable critical paths, task dependencies, major milestones and resource scheduling and allocation.
• Lead and manage Projects with a focus on Schedule Management, Scope and Change Management, Issue and Risk Management, Client and Internal Communications.
• Manage stakeholder involvement in all projects through the creation of productive partnerships, proactive follow up, strong communication and issue management.
• Periodically attend client project meetings, business process reviews, software implementation and training sessions. 
• Monitor ongoing customer satisfaction through project satisfaction surveys and roll out action plans to combat issues discovered.
Other
• Regular travel within the UAE, GCC and some overseas travel is expected.
• Work effectively with key stakeholders to achieve company goals.
• Undertake any other reasonable tasks consistent with training and skill levels required for this position as requested

Education and Experience
• Relevant tertiary qualifications or an equivalent level of experience in a related role.
• Minimum five (5) years’ experience in project management in software development or similar.
• A proven track record in both service delivery and people management in an IT services environment; including demonstrated team leadership,