It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
As the Director of Services, you are responsible for the International Professional Services and Implementation teams to ensure high quality engagement activity, project methodologies and business processes to support successful execution. In this role, you will coach, motivate, monitor and manage team managers to achieve operational excellence while leveraging NAVEX Global’s award winning methodologies and processes. Your broad knowledge of company process, management of consulting and implementation resource teams, communication with and reporting to Senior Leadership are critical to the continued growth and success of team members and team achievement. Additionally, in this role, you will collaborate with cross-functional teams to ensure customer lifecycle management and company and/or systems changes are deployed seamlessly.
This role requires deep understanding of NAVEX Global products and services with an ability to determine complex scope across multiple product lines to support the sale and delivery of consulting services to new and existing customers. You will be responsible for professional growth and development of team resources and for the delivery of Professional Services engagements and Implementation projects globally.
We Offer You:
A collaborative, thriving organisation with constant growth potential and strong brand recognition
An inclusive work environment centred around personal growth, career development and mentors dedicated to your success at every level
Competitive pay and benefits that matter, including the time and flexibility for a balanced lifestyle
What You Will Do:
Oversee Professional Services (PS) management team, consultants, methodology and processes to ensure time, scope, cost and quality are in alignment
Oversee Implementation (IM) methodology, best practises and core values with a focus on high results achievement for NAVEX Global internationally
Achieve revenue targets and growth projections as well as grow upsell/cross-sell contributions in sales enablement activities
Measure and achieve team metrics and KPIs with consistent and timely reporting
Drive project governance, promoting and supporting project management best practises, lessons learnt and knowledge sharing activities
Improve processes, procedures, methodologies and overall knowledge base within Professional Services and Implementation Services with a focus on quality, increasing efficiency, reducing risk, delivering stability and accommodating scalability
Contribute to creation of complex project estimates, SOW’s (Statements of Work) and process proposal approvals
Work collaboratively with Sales, Solutions Engineers, Marketing, Services and Business Development to drive consulting service opportunities and services excellence
Partner and collaborate with Professional Services and Implementation Directors in U.S. offices to maintain consistent processes and messaging
Advise, coach and partner with cross-functional teams on project delivery, solution development and deployment, and revenue generation techniques
Interact with customers using negotiation skills, issue resolution techniques and follow up
Analyse international capacity planning needs and provide appropriate recommendation to support goals
Leading and Developing People:
Continuously lead, build, coach and inspire a divese staff on core competencies with the goal of ongoing individual improvement and retention, establishing a culture that encourages and motivates members to achieve their maximum potential
Provide clear individual and team goals that ensure each team member understands their role in the success of NAVEX Global; make changes when necessary and proactively address performance issues
Participate in interview, selection, hiring and onboarding of new managers and implementation staff, as needed
What You Will Need:
A Bachelor’s degree with an operations or business management emphasis preferred
5+ years’ experience managing Services consulting team(s) for cloud-based software application deployments preferred
Excellent organisational and customer relation skills, including the ability to facilitate customer conversations and presentations at all levels of the organization
Experience with resource training and professional development, adapting management style to motivate and facilitate the success of each employee
The ability to learn and assimilate new information quickly to meet tight deadlines in a fast-paced environment and respond quickly to changing business and technical environments
A general understanding of website functionality and related technologies
A high level of attention to detail, excellent follow through and reliability
Excellent business judgement in ambiguous situations through timely decisive action
Experience with Microsoft Professional applications (Windows 10, Outlook, Word, Excel, PowerPoint, Visio, and OneNote)
Excellent verbal and written communication skills with a commitment to engage and collaborate with people across a variety of levels with diverse backgrounds
The ability to travel as needed (pending due to COVID-19)
NAVEX Global is an equal opportunity employer, including disability/vets.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!