Director of Professional Services

About the role

eSentio Technologies provides technology consulting to large and technologically advanced law firms and legal organizations in the U.S. and UK. The Director of Professional Services will report to the COO and be responsible for driving company utilization, managing service delivery and client satisfaction excellence across all service lines, setting project execution best practices, and managing the portfolio of projects.

Responsibilities

• Drive business development activities (review and approve project proposals)
• Improve and monitor company operations related to project management and execution
• Build and manage a team of project managers
• Mentor staff and provide feedback for annual employee reviews
• Financial review, analysis, and reporting
• Manage utilization of consultants across all practice areas to maximize revenue
• Maintain Billings Projections Report (BPR) and Project Dashboard to ensure the management team understands the financial status of billable resources and project status of all active engagements
• Set and maintain Project Management execution and best practices, including but not limited to:
• Project kickoffs
• Budget management and analysis
• Team communication / oversight
• Resource scheduling and coordination
• Risk management
• Quality assurance of all work product
• Ensure accurate time entry
• Identify upsell opportunities
• Status meetings and reporting
• Expense tracking
• Manage client satisfaction
• Accounts receivable review
• In process project reviews
• Project closeout
• Manage Service Excellence Program - Ongoing program improvement and execution
• Drive continued improvement on service delivery and customer satisfaction
• Customer Satisfaction - Program development, execution, monitoring and oversight
• Monitor and manage project excellence, and proactively address service or customer satisfaction issues
• Manage Problem Escalation - Escalation definition and execution
• Quality Assurance - Program development and execution
• Management and Support of Project Managers, Business Change Consultants and Business Analysts - Hiring and direct training, mentoring and management, including utilization; ensuring adherence to our implementation methodologies and service delivery best practices across all projects
• Develop and maintain Project Management, Business Change and Business Analysis methodologies, best practices and service offerings (PMOs, ITIL Framework Consulting, Business Change, Business Analysis, etc.)
• Project Estimation - Ensure that our project plans meet our best practices
• Staffing - Initial staffing of projects and overseeing and fulfilling staffing needs across the full portfolio of projects across the organization
• Monitor and manage project risks, with regular reporting to the management team
• Develop and maintain relationships with decision makers at AmLaw 200 firms in order to provide professional service solutions
• Maintain a high level of project management expertise and industry knowledge
• Present at trade shows (LegalTech, ILTA, etc.) and CIO Roundtables and author articles and white papers for industry trade publications
• Achieve annual billable target of 1,400 hours

Requirements

• Bachelor’s degree or equivalent experience
• 5 years of management experience
• 3 years of experience managing projects in a professional services organization
• 3 years of experience running a professional services practice with focus on program/project management solution offerings
• Demonstrated ability to lead a team as well as work, under minimal supervision, as a member of the Senior Leadership Team (SLT)
• Excellent interpersonal, verbal, written and presentation communication skills
• Dedicated, flexible, whatever it takes attitude, follow through & ownership
• Strong leadership abilities