Manager, Global Professional Services

Location: Cleveland, Ohio; Remote

Experience: Senior-Level

Job Function: Professional Services

Employment Type: Full-Time

Industry: Computer Network & Security

Overview 

The Manager, Global Professional Services is responsible for leading and supervising the Professional Services (PS) team on an international scale. This role involves offering HR and operational guidance to project teams, consisting of Project Managers and Solutions Architects. The Manager ensures the efficiency, effectiveness, and success of project delivery, project health, and overall client satisfaction, also contributing to strategic initiatives under the direction of PS Operations Managers. This function requires a mix of hands-on project oversight and leadership to foster continuous improvement and ensure alignment with organizational goals. The role entails a primary focus on day-to-day project/team leadership (around 90%) and a secondary focus on strategic initiatives (about 10%) under the guidance of PS Operations Managers. Travel is anticipated to be less than 25%.

The position is U.S.-based and can be performed remotely as needed. Applicants must have US citizenship or US permanent resident status. 

Responsibilities

• Provide leadership and guidance to project teams within the Global Professional Services organization, overseeing project delivery, customer satisfaction, time to value, project duration, and efficiency.
• Set up and sustain robust relationships with key stakeholders, internally and externally, to drive collaboration, alignment, and successful project outcomes.
• Offer mentorship, coaching, and direction to team members, nurturing a culture of accountability, ownership, collaboration, and urgency.
• Act as the main point of contact and handle escalations for project-related issues, providing assistance and resolution to ensure client satisfaction and project success.
• Manage team training and enablement in conjunction with PS Operations Managers.
• Collaborate with Finance teams to ensure accurate tracking, forecasting, and reporting of project-related financials.
• Represent the Professional Services organization in client-facing interactions, including executive briefings, escalations, and strategic account reviews.
• Conduct regular project reviews, analyze root causes, and carry out retrospectives to identify areas for improvement and implement corrections to enhance project performance and client satisfaction in partnership with PS Operations Managers.
• Work with Legal and Compliance teams to guarantee compliance with regulatory requirements, contractual obligations, and industry standards in project delivery and client engagements.
• Drive the adoption of Professional Services tools and technologies to align with the Global Professional Services Standards, overcoming regional and product differences.
• Oversee the development and execution of project plans, ensuring adherence to schedules, budgets, and quality standards while preemptively managing risks and issues.
• Collaborate with Sales teams to ensure a seamless transition from pre-sales to project execution, ensuring alignment on project scope, objectives, and deliverables.
• Assist in project scoping and SOW creation as necessary.

Skills and Qualifications

• Extensive experience in leadership roles within professional services or technical support organizations, demonstrating a history of operational excellence and result delivery.
• Strong execution capabilities, with the skill of developing and implementing comprehensive strategies aligned with organizational objectives.
• Outstanding communication and interpersonal skills, fostering effective collaboration with stakeholders at all levels.
• Demonstrated ability to construct and lead high-performing teams, cultivating a culture of accountability, ownership, collaboration, and urgency.
• Profound understanding of project management methodologies, customer engagement principles, and best operational practices in professional services delivery.
• Strong analytical and problem-solving skills, with the capability to identify patterns, analyze data, and make data-driven decisions to drive business outcomes.
• Ability to thrive in a fast-paced, dynamic environment, with flexibility to adapt to changing priorities and deliver results.
• Experience in a global organization with the dexterity to navigate complex organizational structures and drive alignment across geographies, products, and functions.
• Relevant certifications are highly valued.

Compensation

Salary will be commensurate with experience. 

Culture, Career Opportunities, and Benefits

We cultivate teams that strive to improve daily, offering challenges and opportunities for personal and professional growth. We strike a balance between autonomy and structure to create an entrepreneurial environment that stimulates creativity and innovation. Unique aspects of our culture include:

• Comprehensive benefit coverage 
• Dedicated employee-focused ambassadors via Key Contributor & Culture Committee 
• Commitment to diversity 
• Global Volunteer Day 
• Flexible time off 
• Regular cross-functional, leadership, and all-hands meetings 
• Company-wide day off on the second Friday of every month 
• Keyfactor Alliance Program 
• Weekly Feedback Snapshot 

Core Values

Our core values play a critical role in how we operate and what we seek in every team member:  

Trust matters most.

Customers are fundamental. 

Innovation never ceases, it only accelerates. 

We deliver with agility. 

United by respect. 

Teams drive success. 

We proudly uphold equal employment opportunities.

REASONABLE ACCOMMODATION: Candidates with disabilities can contact a member of Keyfactor’s People team via email (people@keyfactor.com) or by phone at 1.216.785.2990 to request and arrange accommodations at any time.