IIM Professional Services Director

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The ECM Professional Services Director (PSD) is responsible for managing all Professional Services Engagements under the defined project management guidelines, and the management of the staff assigned to the team. Critical to this role is focusing on ensuring that all active clients are satisfied with their solutions, and are getting the desired/defined results. This position includes financial responsibility for the team performance of the department, along with the productivity of the assigned staff.

The PSD functions as the Team Director for the Professional Services department with direct responsibility for the day-to-day operations of the department, including staffing, staff management, project management, customer support, and resource planning. The PSD acts as the highest-level escalation point within the vertical Professional Services team for the resolution of technical and customer service issues.

• Project Success
• Team Profitability
• Support Estimating, Pricing and SOW development
• PS Reporting (STL)
• SOW Approval
• Vertical Escalations
• Upsell

• Full visibility/engagement on all projects - Face of the Services Team to our Clients
• Partnering with Regional Sales Directors on the delivery of the KM Experience and supporting Account Reviews/Plans, as required
• KMBS Executive Sponsor for all projects under $100K
• Participate in KMBS Days with clients
• Participate in the weekly Leadership L10 meeting, reviewing pipeline, in-flight projects & inventory, client-related issues and opportunities
• Ensure Projector is current daily and that projects have full resource plans to support forecasting
• Manage inflight backlog/inventory
• Onsite participant for all Project Kickoffs > $50K
• Participates in the Professional Services Q
• Quarterly goals defined and monitored via Success Factors for all staff
• Maintain staffing levels required to balance customer satisfaction & operating profit
• Approve all travel, in advance, for all assigned projects
• Regular meeting schedule with direct reports - 1-on-1’s
• Responsible for ensuring company policies, national procedures and best practices are followed
• Month‑end close execution: maintain visibility to Review project % complete to burn‑rate
• Review weekly project reports
• Coaches and mentors’ staff to achieve service excellence and career growth, while retaining the best and brightest resources within the department
• Other duties, as assigned by Management

• Four- year college degree or satisfactory completion of a business curriculum from an accredited school and/ or equivalent work experience

• 5+ years of experience in a service delivery team lead or service management role
• 10+ years of experience in ECM or a related industry
• 5+ years OnBase experience
• 10+ years of experience providing solutions relating to business process improvement
• Experience servicing internal and external customers
• Experience working with external vendors/ partners
• Previous experience within Hyland Software solutions
• Ability to work in a fluid and changing environment
• Passionate about delivering value, customer satisfaction, service mentality
• High aptitude and understanding of technology
• Self‑starter and ability to thrive in a fast‑paced environment
• Previous experience managing or participating in enterprise-level projects
• Strong organization and prioritization skills
• High level of integrity and follow‑through
• Strong leadership skills and ability to mentor others
• Solid non‑technical product knowledge
• Strong communication skills - ability to deliver good news and bad

Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent…