Professional Services Manager at Layer3

Job Purpose

• The team lead of Professional Services will be responsible for the overall delivery of Layer3’s Solutions to clients. This includes planning, directing and managing the design and implementation teams, which include proprietary as well as partner products.
• The role is responsible for the successful running of professional services, engaging with customers, partners and numerous teams to manage the service delivery and implementation across our client's expanding suite of technology products and services.
• It also includes managing the end to end life cycle from requirements to implementation across a suite of bespoke client portals against a set of clear plans and client commitments.
• The team consists of a pool of highly experienced engineers responsible for customer implementation as well as Solutions Architects and Implementation Consultants.

Duties & Responsibilities

• Lead client design and implementation service delivery providing management and oversight of implementation projects and staffing including project assignments, capacity planning and project profitability.
• Be responsible for the overall leadership and lead role in managing the design and implementation projects of our enterprise solution; maintains complete control on project schedule, budget and risk issues; facilitates timely decisions to maintain project schedule and budget; identify project risks early and assist by providing prudent and timely recommendations for risk avoidance; sets and manages client expectations; creates and executes project work plans and revises as appropriate to meet changing needs and requirements; communicates effectively with clients to identify needs and evaluate alternative business solutions; continually seeks opportunities to increase customer satisfaction and deepen client relationships.
• Oversee and execute process improvements and the development of policies, procedures, methods, and tools in support of delivery.
• Be responsible for the overall leadership of the design and implementation team. Directly supervises design and implementation consultants, business analysts; conducts employee performance reviews/evaluations and career development discussions; recommends performance ratings; trains and coaches to develop and enhance the performance and skills of team members; participates in the interviewing, selecting, hiring and firing of employees; ensures training of new staff; creates and maintains project budget, assists with implementation plans and modifying when necessary to include agreed revisions to project scope; drives results in alignment with business objectives; leads / facilitates internal meetings as well as client meetings in support of design, implementation and sales.
• Other responsibilities include supporting the sales processes and working with sales and account management professionals to win new business; implementing business; proposal review and refinement; recruiting and staff development.
• Establish strategic plans along with other business leaders and maintain strong relationships with solutions delivery, the sales team, client and account managers and other business leaders in support of cross-product businesses.
• Serve as a core member of the leadership Team. In this capacity, provides leadership with regular project updates; serves as a critical advisor to the team as a Design and Implementation leader and helps to set the direction for the implementation and professional services team, with a special emphasis on how and what we implement. Maintains reporting on capacity, amount of implementation work, and outlook in order to advise strategic direction setting.
• Propose technology solutions which meet established scope requirements, ensuring they are technically viable and add value to the overall proposal
• Understand and demonstrate solutions products to clients at showroom demonstrations or onsite Proof of Concepts and articulate the business benefits they offer
• Liaise with clients post sale to develop project documentation including Statement of Work and implementation plans.

Qualification & Experience

• B.Sc. or M.Sc. Degree in Computer Engineering, Electrical & Electronics Engineering or related field.
• At least 8 years of experience demonstrating management and leadership experience, preferably in a systems integration and professional services environment.
• Possess certifications such as CCIE, JNCIE or similar
• Strong operational, project management, consulting technology and process skills.
• Industry knowledge of relevant solutions sets, product line specifications, performance criteria and applications.
• Competitive knowledge including solution, technology and product offerings of OEMs such as Juniper, Cisco, Fortinet, VMware, etc..
• Strong understanding of technology solutions and hands on implementation experience in large and complex networks
• Excellent time management, particularly the ability to effectively prioritize and execute tasks in line with business objectives.

Work Conditions:

• On-call availability
• Willingness and ability to travel.