Job Description

Job Overview

We are seeking an experienced and dynamic professional to take on the role of Senior Manager for our Center of Excellence in Professional Services. This individual will play a key role in driving operational excellence, enabling scalable and efficient delivery practices to ensure that we maintain the highest standards in customer satisfaction and project execution. The ideal candidate has experience in project delivery, process improvement, systems, and strong cross-functional collaboration.  

About Us

When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.

Responsibilities

Manage the Professional Services Center of Excellence team, which partners with the service delivery and services sales teams to enhance the operational practices of the services team.
Set clear performance goals and provide ongoing feedback to team members, fostering a results-driven environment.
Refine the Center of Excellence's strategic vision and roadmap to drive continuous improvement and operational efficiency.
Identify emerging trends and best practices in professional services, incorporating them into the CoE strategy to maintain a competitive edge.
Develop and execute AI strategies within Professional Services to create internal and external efficiencies.
Collaborate with senior leadership to align COE objectives with overall business goals
Implement standardized methodologies, processes, and tools to optimize service delivery and project execution.
Evaluate existing workflows and methodologies to identify areas for improvement to enhance service delivery.
Lead the solutions standard function to drive continuous education into the delivery teams based upon project lessons learned and package offerings where possible.
Monitor and refine performance metrics and key performance indicators (KPIs) to measure the effectiveness of the CoE and service delivery.
Refine project governance practices to proactively manage risk and project oversite
Review feedback from customers to identify themes and opportunities to improve customer experience.
Partner with the service delivery teams globally to drive data governance.
Foster strong partnerships with sales, product development, and other departments to ensure seamless collaboration and knowledge sharing.
Collaborate with other leaders across the organization to leverage synergies and share best practices.
Lead the Resource Management function to improve our workforce management efforts, resulting in increased utilization and capacity planning.
Manage the COE budget effectively, ensuring cost control and resource allocation align with business priorities. 

Qualifications

7+ years of work experience with at least 2 years of managing professional services teams.
Bachelor's degree in business, engineering, or a related field; advanced degree preferred.
Strong background in project management and service delivery methodologies.
Excellent leadership, communication, and interpersonal skills.
Demonstrated ability to build and maintain strong client relationships.
Strategic thinker with a focus on continuous improvement and innovation.
Familiarity with industry trends and best practices in professional services.
Ability to thrive in a fast-paced and challenging environment.