Professional Services Manager

Position Summary

The Professional Services Manager (PSM) is responsible for leading the Professional Services team to deliver client projects that align with strategic objectives and the TruMethods framework. This role ensures projects are delivered on time, within scope, and with exceptional quality while driving team performance, billable utilization, and revenue targets. The PSM serves as a player-coach, managing project delivery for key initiatives while developing and mentoring a high-performing team.

Key Responsibilities

Leadership & Team Management

· Lead, coach, and develop Professional Services engineers to achieve utilization and performance goals.

· Oversee project coordination and ensure efficient scheduling and resource allocation.

· Partner with the Regional Director on hiring, performance management, and staffing decisions.

· Foster a culture of accountability, quality, and continuous improvement.

Project Delivery & Client Experience

· Ensure successful delivery of client projects, meeting or exceeding timelines, quality standards, and budget objectives.

· Serve as an escalation point for project-related issues and client concerns.

· Conduct post-project quality reviews and implement lessons learned to enhance future delivery.

· Maintain alignment with TruMethods principles, ensuring project work supports client standards and strategic initiatives.

Collaboration & Strategy

· Work closely with TAMs/vCIOs and Service Delivery Managers to ensure project work aligns with technology alignment and business strategy.

· Support revenue goals by managing team billable hours and contributing to quarterly Professional Services revenue targets.

· Provide input on process improvements to increase efficiency and client satisfaction.

Required Qualifications

· 3 years of experience in professional services or project delivery within an IT services or MSP environment.

· 3 years of leadership experience managing technical teams.

· Proven ability to manage multiple projects, deadlines, and priorities in a fast-paced environment.

· Strong client-facing skills with the ability to manage escalations and maintain high client satisfaction.

· Excellent organizational and communication skills.

Preferred Qualifications

· PMP or similar project management certification.

· Familiarity with the TruMethods framework or similar MSP operational models.

· Experience with Microsoft 365, cloud services, and cybersecurity solutions.

· Financial acumen related to project profitability, margin, and revenue forecasting.

Key Competencies

· Leadership & Team Development

· Strategic Thinking

· Client Relationship Management

· Process Improvement

· Results Orientation

Performance Metrics

· Team and individual billable utilization.

· SLA compliance for project deliverables.

· Post-project QA scores.

· Achievement of quarterly Professional Services revenue targets

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