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Senior Director, Professional Services (Delivery)

Location: 

Reston, VA, US

Req ID:  1315
Level of experience:  Executive
Remote:  No
Travel Required:  50%-75%

Ellucian designs technology that powers the educational mission of colleges and universities around the world. Inspired by that goal, Ellucian employees thrive as part of a high-performing global team committed to delivering a modern, connected, industry-leading experience for today’s students and higher education institutions. More than 2,500 institutions in 50 countries around the world look to Ellucian for the ideas and insights that will move education forward, helping people everywhere discover their futures through learning.

 

 

Senior Director, North American Professional Services Field Delivery

Description of Job Duties          

Bring your strategic vision, excellent enterprise program governance and leadership skills to Ellucian and make a difference! At Ellucian, we deliver a broad portfolio of technology solutions that help higher education institutions navigate change, achieve greater transparency, and drive efficiencies. Right now, we are seeking a Senior Director for our Professional Services Field Delivery organization to provide leadership and project implementation oversight associated with the implementation of our solutions to achieve success for our Higher Education clients.  

The Senior Director of Field Delivery is responsible for thought leadership and setting the strategic direction for the North American Field Delivery organization. They are ultimately accountable for the successful delivery of Professional Services engagements within North America – ensuring financial targets are met (revenue, expense, margin), quality project delivery, positive customer experience, and effective employee engagement.

Key Responsibilities:

  • Drive the vision and execution of the Professional Services Field Delivery Practice across North America
  • Own the North American Professional Services P&L and Customer Satisfaction (NPS)
  • Accountable for three delivery regions across North America
  • Ensure effective execution of service delivery and achievement of customers’ desired outcomes

 

The Field Delivery organization will build strong and productive customer relationships and deliver high-value, outcomes-based services that result in referenceable customers

  • Owns financial forecasts with respect to realization of delivery revenue and margin
  • Drives consumption of the PS orders to accelerate time to value and to maximize project profitability
  • Project quality assurance; ensuring effective execution of service delivery by ensuring processes and standards are followed
  • Assess risks and anticipate bottlenecks
  • Provide critical issue management

 

This leader will need to motivate, coach and in particular transform the North American delivery team to an outcomes-based service model delivering both high NPS and project profitability.

Job Measurements and Responsibilities

 

Delivery Excellence

  • Proactively engage with the North American Professional Services organization consulting practices to ensure timely delivery to contract and customer satisfaction
  • Resolve escalations impeding customer success
  • Monitor the health status of each delivery region and ensure risks from across the regions are proactively managed
  • Actively participate in providing resolutions by working with the regional teams, consulting, sales, etc. so timely resolution/response may be achieved
  • Drive regional success by mentoring and coaching as needed and raise the bar on North American regional delivery
  • Ensure regions are leveraging repeatable, standard practices/processes
  • Work collaboratively with the Services team to develop and/or improve strategies, policies, and processes; supports and promotes the use of delivery methodologies and best practices
  • Responsible for change management activities within the Field Delivery Organization that enable transformation and team growth. Responsible for ensuring that change management activities are aligned with the strategic goals of Ellucian.
  • Understand the Professional Services marketplace and delivery best practices in driving new implementation practices throughout the organization
  • Own the Delivery Excellence team to support global practice enablement

People Leadership

  • Proactively address performance concerns with applicable delivery leaders; provide performance evaluation input for delivery resources
  • Foster a community of practice
  • Focus on proactive communications; cascade messages through regional directors
  • Work through Delivery Directors and Managers to provide coaching and mentoring support to project resources, as appropriate

Operations

  • Own the accuracy of North American Professional Services financial forecasting process
  • Monitor regional delivery KPIs – e.g. supply & demand, backlog, project profitability, PM utilization, project health
  • Establish and monitor delivery compliance and assurance metrics and measurements underpinning project health

Relationship Management

  • Builds positive working relationships/partnerships with:
    • Sales rganization & regional teams that lead to successful offerings that address our customer needs
    • Custmers that result in positive references
    • Partner delivery rganizations and ensures that partners use the Ellucian delivery methodology
    • Services Cnsulting Practices that focus on improving communication, collaboration, and a “one-team” approach
    • Acrss Ellucian that enhance customer service excellence

Key metrics and goals to be met or exceeded:

 

•            Customer satisfaction (NPS)

•            North American P&L

•            Project Health

•            Delivery quality

•            Backlog Management

•            Employee satisfaction

•            Regional utilization

 

Required Competencies & Behaviors

  • Results focus and ability to get things done
  • Ability to work in a high-volume environment; very fast paced and demanding in terms of workload
  • Takes ownership to ensure positive customer outcomes
  • Understands customer priorities and acts with urgency by taking initiative
  • Provides the best talent with the right tools and competencies by knowing how our business and how higher education works
  • Upholds the company standard to exhibit integrity consistently and is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate, timely, and helpful manner
  • Delivers customer-focused solutions while being flexible and by being relentless and versatile
  • Promotes a one team approach across all organizational boundaries
  • Demonstrated leadership qualities including a proven track record of gaining the respect of others
  • Excellent communication and collaboration skills; ability to communicate effectively with peers, directs and other teams around the world

 

Essential Education & Experience

 

An undergraduate degree is required for this position; in addition, this leader must demonstrate:

  • A minimum of 10 years professional experience with a minimum of 5 years personnel management and technical leadership
  • Demonstrable experience of interfacing commercially and technically with partner organizations, outsourcing companies and global coordination of remote resources and contractors
  • Experience running a P&L; Demonstrable experience of resource planning and optimization; revenue recognition and EBITDA budgeting and action planning resulting from actively managing budgets, costs and performance
  • Consulting or leadership position in a Professional Service Organization of a software company is required
  • Ability to develop value and ROI for clients around various software and services solutions
  • Strong business acumen and an ability to see the big picture and vision for the higher education market and Ellucian
  • Ability to work cross-functionally across a, matrixed organization
  • Ability to quickly summarize and communicate complex information for multiple audiences.  Must also be able to structure and facilitate meetings
  • Strong work ethic and meticulous attention to detail
  • Extensive travel

 

Desired Skills/Knowledge/Experience

  • Knowledge of Higher Education Processes, Policy and Procedures
  • Extensive and deep technical and functional knowledge of ERP or Complex Business Applications
  • #LI-JM1

Experience working in a Global organization

 

 

Career Function : Customer Success 

Career Level : Executive 

Hiring Manager Name: Chris Collins 

Recruiter Name: Jake Meer 

Employee Class: Regular Employee 

Remote: No 

Travel Required: 50%-75% 

 

 

Ellucian provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Ellucian complies with all laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  Ellucian expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Ellucian employees to perform their job duties may result in discipline up to and including discharge.


Nearest Major Market: Washington DC

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