Job Description

The successful candidate will be able to manage a large portfolio of projects via their project managers, these projects have compact timelines; teams that work on multiple projects concurrently; and are generally fixed price.  The PS Practice Manager/Delivery Lead should have outstanding client facing skills and is flexible in working during the time zone of the customers in their assigned portfolio. 

The ability to understand the unique needs of customers - especially ones that are in a high-growth mode in the Software Industry, is critical.  These customers come from a wide array of industry verticals such as Services, General Business, Non-Profit, Manufacturing and Wholesale Distribution, Software, etc.  

Detailed Responsibilities include:

• Achieve and Exceed PS Revenue and Profitability Objectives
  • Ensure team billable utilization targets are met
  • Manage project portfolio to ensure quality, on-time and on-budget implementations using a mix of global resources
  • Responsible for meeting the portfolio goals related to Commits and overall portfolio Targets set by the business
• Ensure High Customer Satisfaction and Referenceability
  • Responsible for adhering to highest quality standards in project delivery
  • Manage executive-level customer relationships and provide team oversight through NetSuite implementation
  • Serve as Steering Committee member on strategic projects
  • Responsible for project staffing and resource scheduling on a broad range of consulting engagements
• Increase Engagement and Capabilities of PS Resources
  • Hire, train and manage team of new and experience resources to fulfill Practice objectives
  • Provide coaching and mentoring to assist in resources’ career development
  • Build team’s expertise and confidence in project delivery work
  • Handle day-to-day administrative tasks such as: vacation scheduling, expense reports, time

Responsibilities

Professional Experience

• Outstanding client-facing skills. History of building extraordinary relationships with clients and colleagues.
• Ability to handle a variety of different projects simultaneously; adapts quickly and easily – manages multiple deadlines and multiple competing priorities in a fast-paced, rapidly changing environment. 
• Set up the Mexico Global Delivery Center including but not limited to: space requirements, logistic, hiring, stakeholder management, etc
• Ability to handle a large portfolio of North American clients
• Excellent communication and interpersonal skills, including experience successfully delivering presentations and managing meetings via web conferencing. 
• Very strong organizational skills and attention to detail. 
• Demonstrates thoughtfulness and excellent judgement when selecting methods and techniques for achieving project success.
• Outstanding client-facing skills. History of building extraordinary relationships with clients, colleagues and third-parties. Demonstrated ability to interact well at the “C” level. 
• Independently organizes and performs work required with minimal guidance, direction and follow-up.
• Excellent teamwork skills. Works effectively as part of multiple, varied project teams and demonstrates genuine commitment to team success.
• Takes initiative and ownership. Proactive, results-oriented, with a can-do attitude in meeting critical deadlines.
• Strong client management skills and the ability to work with customers to develop and manage an implementation plan.
• Be passionately customer-focused; relentlessly pursue providing an excellent customer experience every time.
• Together with the other Site Leaders, oversee more than 500 concurrent full cycle implementation projects worked across the GDC locations, including Change Orders and Consulting projects using the defined NetSuite delivery methodology. 
• Identify and effectively mitigate risks.
• Facilitate resolution of issues and roadblocks, escalate when appropriate.
• Work collaboratively with project delivery leads even from other GDC sites, other practice managers within the Customer Success Organization and project resources. 
• Effectively oversee the management of scope, budget, timeline, resources, quality and customer satisfaction throughout the assigned portfolio 
• Forecast and deliver against committed hours for your project portfolio. 
• Maintain up-to-date knowledge of and compliance with internal processes and procedures.
• Exceptional verbal and written communication is required.
• Comfortable interacting at the “C” level
• Be a champion for the GDC Culture which includes but not limited to D&I, etc
• Consulting and management experience in a SaaS environment is a plus.
• Implementation experience with ERP, CRM, and PSA applications, and a good understanding of integration, data, customization, and other ERP implementation related principles; experience with NetSuite, NetSuite OpenAir or competing solutions a plus.
• Exceptional escalation management skills including risk mitigation strategies for the GDC