Professional Services - EMEA Team Manager / Project Manager

Professional Services – EMEA Team Manager/Project Manager

Akari Software is a highly successful company that provides a suite of software solutions to help Higher Education Institutions transform their approach to Curriculum Design and Management.

Our people are passionate about their work and their customers. The team is largely based in Cork, Ireland with remote employees in multiple locations.

With the growth of our customer base, we are seeking a Professional Services Team Manager to lead the Professional Services Team (EMEA) to facilitate the achievement of business objectives, create and maintain effective customer relationships, ensure successful delivery of services to our customers and to continuously improve our ways of working and service offerings. 

This role additionally requires a strong project management skills and expertise and software implementation experience as the role will also be a customer-facing delivery role, providing services to support the successful delivery of our customer projects to time, scope, quality and budget.

Akari supports and encourages a positive work-life balance for all employees and for that reason we work a 9 Day Fortnight, with teams having every second Friday as a personal day where possible.


What we need:

Core Competencies / Skills

  • Team Leadership skills
  • Day to day management skills
  • Coaching skills
  • Project management skills – vendor-side would be advantageous
  • Software Implementation skills
  • General organisation skills
  • Customer focused
  • A commercial focus

 

Essential Requirements:

  • A minimum of 3 years of experience in a similar role
  • Ability to develop and maintain positive and effective working relationships
  • Excellent communication skills with the ability to influence and negotiate
  • Professional Services management or leadership experience
  • Project Management skills and experience with proven ability to work on large and complex projects
  • Strong analytical skills and aptitude for problem identification and resolution.
  • Customer focus & ability to engage in a consultative and collaborative manner with customers.
  • Ability to communicate effectively and collaborate with remote teams in different time zones
  • Willingness to travel occasionally (international & domestic) when travel restrictions are lifted.
  • Must be flexible and able to adapt to a fast-paced environment.
  • Must have the right to live and work in the UK or Ireland.

Desirable:

  • Experience of working in or with the Higher Education sector

Role Activities

 

People

  • To manage the PS team performance and coach their development by:
  • Undertaking staff reviews and regular on-to-one meetings
  • To assess staff capabilities and skills and to establish development strategies with individuals to address skills or knowledge gaps
  • To implement training and development activities with the PS team
  • Plan staffing levels and work schedules
  • Ensuring effective two-way communication
  • All PS staff have individual objectives and personal development plans with evidence that these are regularly reviewed via 1-1 discussions
  • Effective day-to-day performance management of the PS team
  • To work collaboratively with the APAC Team Lead

Customers

  • To ensure that all necessary PS implementation and training resources are developed and maintained, including service definitions and sales and marketing collateral
  • To develop and manage strategies for establishing good customer relationships
  • Solicit feedback from customers on the quality of services delivered and the value of products offered, use feedback to:
    • Improve the services offered
    • Continuous review of services opportunities, developing new services where appropriate to meet customer requirements
    • Liaise with Product Development/Customer Support/Sales on products or service opportunities or issues
    • Facilitate PS team input to pre-sales/bid activity (as appropriate) and to Product Development to enhance the Akari solutions to meet emerging customer trends and requirements
  • To deliver required Project Management or Implementation services to customers
  • A full range of PS Implementation and training resources (templates, service definitions, service days required etc) are:
    • available to PS
    • are reviewed / maintained at regular intervals to track changes, assess new opportunities
    •  used for communication and liaison with Product Development /Customer Support/Sales etc. as appropriate

Quality

  • To manage service utilisation targets, services forecasting and matching resources and skills within the PS team to efficient and effective delivery of services to generate revenue
  • To ensure that staff utilisation is recorded and managed effectively
  • To ensure that administrative requirements are undertaken by team members
  • Provide monthly reports on service revenue generated and utilisation to date and forecast, with actions identified or taken to improve/maintain revenue generation
  • Team utilisation is maintained at an acceptable level but opportunities for improvements are reviewed and applied continuously

 

Personal

  • To meet or exceed personal utilisation targets via the effective delivery of Professional Services to our customer base – Project Management and/or Implementation Services.

 

Important notice:

  • Only candidates with rights to live and work in the UK or Ireland will be considered for this role.

 

Salary

Negotiable – Market related salary DOE

Job Types: Full-time, Permanent subject to completion of a successful 3 month probationary period.

Please contact jobs at akarisoftware dot com
No agencies