Senior Manager, Professional Services

This is a fully remote position, open to applicants in California, +13 more locations.

📋 Description

• Lead, mentor, and expand the US Professional Services team, encompassing hiring, onboarding, development strategies, and performance evaluations.

• Ensure the quality of deliverables across US engagements, from event design sourcing to optimization scenario strategies and award suggestions.

• Personally oversee strategic and intricate engagements, including new client acquisitions, large multi-round events, and initial Autonomous Sourcing deployments.

• Define and price service engagements, draft statements of work, and assist in managing utilization, margin, and delivery projections.

• Create repeatable delivery playbooks, templates, and accelerators.

• Serve as the primary escalation point for US clients.

• Collaborate with Sales during pre-sales discussions to influence delivery strategies and service components.

• Engage with Customer Success, Support, and Engineering teams to align customer delivery requirements with product development.

• Incorporate delivery insights into product planning processes.

• Oversee US customer support and helpdesk activities, including ticket triage, SLA compliance, support objectives, and direct queue assistance.

• Drive internal projects aimed at enhancing Professional Services operations, dashboards, reporting, and automation.

• Design and implement AI-driven automation and tools for consulting and support workflows.

• Monitor support performance, analyze data, and address recurring issues at the process, documentation, or product levels.

⛳️ Requirements

• 5 to 8 years of experience in strategic sourcing, procurement consulting, supply chain, or enterprise software delivery, with experience on both the consulting and practitioner sides.

• Proven experience in leading teams, whether as a line manager or as the senior individual responsible for a team's delivery quality.

• Familiarity with scoping engagements, drafting statements of work, and working towards utilization and margin objectives.

• Extensive hands-on knowledge of sourcing events: multi-round bidding, lotting, bid sheet design, constraints, and scenario analysis.

• Experience with sourcing or source-to-contract software solutions.

• Strong foundation in data analysis and the commercial rationale behind award recommendations.

• Proficient in Excel, including formulas and pivot tables.

• Experience utilizing AI tools in real delivery or support scenarios.

• Excellent communication skills and credibility with Directors or VPs of Procurement.

• Background in managing or contributing to customer support or helpdesk functions, including SLAs, ticket management, and tools like Zendesk or Jira Service Management.

• Experience in creating dashboards or automating workflows is highly advantageous.

• Strong problem-solving abilities and comfort with technical challenges.

• Willingness to travel occasionally to client locations within North America.

• A bachelor's degree in business, supply chain, engineering, data science, or a related field is preferred.

🏝️ Benefits

• Medical Insurance

• 401k

• Paid family-related leave

• Up to 27 days of annual leave per year

• Additional day off for your birthday

• Flexible working hours

• Positive emphasis on work-life balance

• Inclusive, collaborative, and innovative workplace culture

• 2 CSR days

• Regular one-on-one meetings with your manager

• Clearly defined career ladder and learning and development opportunities