Manager, Professional Services

We need to output HTML fragment with sections: About the role? The posting includes a job summary, responsibilities, qualifications, benefits. No explicit headings like "About the role" but we can infer sections: Job Summary (maybe treat as About the role). Responsibilities (Key Responsibilities). Required Qualifications And Experience (Qualifications). Preferred Qualifications (maybe part of Qualifications or separate). Benefits (Mitel offers...). No pay or schedule given, so omit those sections. Also need to remove boilerplate: application instructions, job alerts, privacy policy, EEO, etc. Also remove duplicated lines. Keep all substantive info. We need to use

for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Use

• for any list of duties/requirements/benefits, and

  for prose. We must not repeat job title as heading. No Job ID. We need to decide which sections to include: About the role (job summary), Responsibilities, Qualifications (maybe combine required and preferred?), Benefits. Could also have Skills but not needed. We need to preserve all substantive information: job summary paragraphs, responsibilities bullet points, required qualifications bullet points, preferred qualifications bullet points, benefits paragraph. We need to format responsibilities as list items. The responsibilities are grouped under headings: Team Leadership and Capability Development, Customer and Delivery Leadership, Transformation and Operational Excellence, Cross-Functional Leadership. Each has multiple bullet-like sentences. We can turn each sentence into

• . Might be long but okay. Similarly required qualifications: list of bullet-like sentences. Preferred qualifications also list. Benefits: paragraph. We must not include filler like "commensurate with experience". Not present. We must not include application instructions like "Please take a moment to look over this opportunity..." etc. That's boilerplate; remove. Also remove lines about Job Alerts, privacy policy, AI screening, diversity statement, etc. Let's extract substantive content: Job Summary paragraph(s): "The Manager, Professional Services leads a customer-facing team responsible for delivering high-quality unified communications and customer experience solutions. This leader will play an important role in transforming the Professional Services organization: building new technical and consultative capabilities, improving operational discipline, and evolving the team beyond traditional product implementation. The role will develop a team capable of delivering integrated UC and CX solutions with an increasing focus on business requirements, system integration, workflow optimization, automation, and customer adoption. The manager will ensure that technical delivery is connected to the customer’s operational objectives and produces measurable business outcomes. This position owns team performance, delivery quality, resource readiness, and operational execution across a portfolio of customer engagements. The successful candidate will combine strong leadership and technical credibility with the ability to lead change, establish scalable delivery practices, and collaborate across Sales, Solution Engineering, Product Management, Customer Success, and Support." That's the summary. Responsibilities: Under headings: Team Leadership and Capability Development: - Lead, coach, and develop a team of Professional Services engineers and consultants responsible for delivering UC, integration, workflow, and CX solutions. - Build a high-performing, customer-focused culture grounded in accountability, collaboration, continuous learning, and delivery excellence. - Assess current team capabilities and develop a skills roadmap aligned with evolving customer needs, solution strategy, and market demand. - Expand the team’s capabilities beyond traditional UC implementation to include application integration, workflow optimization, automation, APIs, customer experience, and business-outcome consulting. - Establish individual development plans, technical learning paths, mentoring, and knowledge-sharing practices that strengthen team capability and career growth. - Support recruiting, onboarding, succession planning, and workforce development based on sales pipeline, delivery demand, and future skill requirements. - Lead the team through organizational and operating-model changes with clear communication, engagement, and accountability. Customer and Delivery Leadership: - Own delivery performance and customer outcomes across a portfolio of Professional Services engagements. - Ensure the team begins with an understanding of the customer’s business requirements, workflows, operating environment, and desired outcomes—not simply the technical implementation. - Guide customers in improving communication workflows, employee experiences, customer interactions, and operational efficiency through effective use of UC and CX technologies. - Serve as an escalation point for complex delivery challenges involving architecture, integrations, workflow design, solution configuration, resource alignment, and customer expectations. - Engage with customer stakeholders, including technical teams, operational leaders, and executives, to build confidence, resolve challenges, and maintain alignment on outcomes. - Ensure effective handoffs across Sales, Solution Engineering, Project Management, Professional Services, Support, Service Delivery, and Customer Success. - Promote strong documentation, knowledge transfer, enablement, and adoption practices so customers can realize sustained value following implementation. Transformation and Operational Excellence: - Help lead the transformation of Professional Services into a more consultative, scalable, and outcome-oriented organization. - Translate the Professional Services strategy into practical operating processes, delivery standards, technical methodologies, and team behaviors. - Establish and continuously improve delivery methodologies, quality standards, implementation templates, technical documentation, and governance practices. - Create greater consistency in project scoping, estimation, resource assignment, solution delivery, risk management, and customer acceptance. - Monitor resource capacity, skills alignment, utilization, project performance, delivery quality, forecast accuracy, and customer satisfaction. - Proactively identify delivery risks, capability gaps, and operational constraints, taking timely action to protect customer and business outcomes. - Use portfolio data and delivery insights to improve productivity, resource planning, project predictability, and services profitability. - Evaluate the appropriate use of internal resources, global delivery capabilities, partners, and contractors while maintaining consistent customer experience and delivery quality. - Identify opportunities to standardize and package repeatable services while retaining the flexibility needed for complex enterprise customer environments. - Champion automation, improved tooling, and simplified processes that reduce administrative effort and allow the team to focus on higher-value customer work. Cross-Functional Leadership: - Partner with Sales and Solution Engineering to improve discovery, scope services accurately, establish realistic delivery expectations, and position the value of Professional Services. - Work with Services Architects and customer-facing teams to translate business requirements into appropriate services, architectures, integrations, and delivery strategies. - Collaborate with Product Management and Services Portfolio Management to identify capability gaps and develop new, repeatable service offerings. - Provide structured feedback on product functionality, implementation complexity, integration needs, customer workflows, and recurring delivery challenges. - Partner with Project Management, Customer Success, Service Delivery Management, and Support to create a coordinated customer journey from presales through implementation and ongoing success. - Represent Professional Services in cross-functional transformation initiatives focused on customer experience, operational efficiency, recurring revenue, and scalable growth. - Share customer, technology, and market trends across the organization to help shape services strategy and future capabilities. Measures of Success: This is a list of success metrics. Could be considered as part of responsibilities or separate section? The instruction says include section only when posting has real, specific content. This is substantive. Could be a section "Measures of Success" but not in allowed headings list. Allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Measures of Success could be considered part of Responsibilities or maybe Requirements? Probably better to include under Responsibilities as additional bullet points? But they are separate. However we could treat them as part of Responsibilities (since they describe success). But we must preserve all substantive info; we could add a subsection under Responsibilities with heading? Not allowed to create new headings beyond those. Could we put them under Responsibilities as list items? That would be okay; they are still part of responsibilities. The heading "Measures of Success" is not in allowed list, but we could omit heading and just include the bullet points under Responsibilities. That would preserve content. Thus we will add bullet points for measures of success under Responsibilities. Required Qualifications And Experience: list bullet points. Preferred Qualifications: list bullet points. Benefits: paragraph. We must not include "Mitel offers a comprehensive benefit program..." paragraph; we keep that. Also need to remove lines about "At this time, we are not offering sponsorship for US work authorization..." etc. That's boilerplate; remove. Also remove lines about AI screening, privacy policy, diversity statement, etc. Now construct HTML. We'll start with

  About the role

  then

  job summary

  . Then

  Responsibilities

  then
  with
  • for each bullet. We need to ensure we include all bullet points from the four sub-sections plus measures of success. Let's compile list: Team Leadership and Capability Development: 1. Lead, coach, and develop a team of Professional Services engineers and consultants responsible for delivering UC, integration, workflow, and CX solutions. 2. Build a high-performing, customer-focused culture grounded in accountability, collaboration, continuous learning, and delivery excellence. 3. Assess current team capabilities and develop a skills roadmap aligned with evolving customer needs, solution strategy, and market demand. 4. Expand the team’s capabilities beyond traditional UC implementation to include application integration, workflow optimization, automation, APIs, customer experience, and business-outcome consulting. 5. Establish individual development plans, technical learning paths, mentoring, and knowledge-sharing practices that strengthen team capability and career growth. 6. Support recruiting, onboarding, succession planning, and workforce development based on sales pipeline, delivery demand, and future skill requirements. 7. Lead the team through organizational and operating-model changes with clear communication, engagement, and accountability. Customer and Delivery Leadership: 8. Own delivery performance and customer outcomes across a portfolio of Professional Services engagements. 9. Ensure the team begins with an understanding of the customer’s business requirements, workflows, operating environment, and desired outcomes—not simply the technical implementation. 10. Guide customers in improving communication workflows, employee experiences, customer interactions, and operational efficiency through effective use of UC and CX technologies. 11. Serve as an escalation point for complex delivery challenges involving architecture, integrations, workflow design, solution configuration, resource alignment, and customer expectations. 12. Engage with customer stakeholders, including technical teams, operational leaders, and executives, to build confidence, resolve challenges, and maintain alignment on outcomes. 13. Ensure effective handoffs across Sales, Solution Engineering, Project Management, Professional Services, Support, Service Delivery, and Customer Success. 14. Promote strong documentation, knowledge transfer, enablement, and adoption practices so customers can realize sustained value following implementation. Transformation and Operational Excellence: 15. Help lead the transformation of Professional Services into a more consultative, scalable, and outcome-oriented organization. 16. Translate the Professional Services strategy into practical operating processes, delivery standards, technical methodologies, and team behaviors. 17. Establish and continuously improve delivery methodologies, quality standards, implementation templates, technical documentation, and governance practices. 18. Create greater consistency in project scoping, estimation, resource assignment, solution delivery, risk management, and customer acceptance. 19. Monitor resource capacity, skills alignment, utilization, project performance, delivery quality, forecast accuracy, and customer satisfaction. 20. Proactively identify delivery risks, capability gaps, and operational constraints, taking timely action to protect customer and business outcomes. 21. Use portfolio data and delivery insights to improve productivity, resource planning, project predictability, and services profitability. 22. Evaluate the appropriate use of internal resources, global delivery capabilities, partners, and contractors while maintaining consistent customer experience and delivery quality. 23. Identify opportunities to standardize and package repeatable services while retaining the flexibility needed for complex enterprise customer environments. 24. Champion automation, improved tooling, and simplified processes that reduce administrative effort and allow the team to focus on higher-value customer work. Cross-Functional Leadership: 25. Partner with Sales and Solution Engineering to improve discovery, scope services accurately, establish realistic delivery expectations, and position the value of Professional Services. 26. Work with Services Architects and customer-facing teams to translate business requirements into appropriate services, architectures, integrations, and delivery strategies. 27. Collaborate with Product Management and Services Portfolio Management to identify capability gaps and develop new, repeatable service offerings. 28. Provide structured feedback on product functionality, implementation complexity, integration needs, customer workflows, and recurring delivery challenges. 29. Partner with Project Management, Customer Success, Service Delivery Management, and Support to create a coordinated customer journey from presales through