Job OverviewWe are seeking an experienced and dynamic professional to take on the role of Director for our Center of Excellence in Professional Services. The ideal candidate will be a strategic thinker with a strong background in managing and leading high-performing teams to enable exceptional services and solutions for our clients. As the Director of the Center of Excellence, you will be responsible for driving excellence, innovation, and efficiency across our professional services department, ensuring that we maintain the highest standards in customer satisfaction and project execution.
About UsWhen 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.
ResponsibilitiesLeadership and Team Management:
- Lead the Professional Services Center of Excellence, which partners with the service delivery teams to enhance the operational practices of the services team.
- Lead, mentor, and inspire a team of talented professionals.
- Foster a collaborative and inclusive team culture, encouraging individual growth and development.
- Set clear performance goals and provide ongoing feedback to team members, fostering a results-driven environment.
- Partner across the business to improve the full customer experience.
Center of Excellence Strategy:
- Develop and execute 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.
- Collaborate with senior leadership to align COE objectives with overall business goals and objectives.
Process Optimization and Standardization:
- Define and 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.
- Package service offers to streamline delivery motions to increase speed to value.
- Drive continuous education into the delivery teams based upon project lessons learned.
Quality Assurance and Customer Satisfaction:
- Establish and monitor performance metrics and key performance indicators (KPIs) to measure the effectiveness of the COE and service delivery.
- Implement quality assurance practices to maintain consistently high levels of customer satisfaction.
- Build and refine project governance practices to proactively manage risk and project oversite
- Review feedback from customers to identify themes and opportunities to improve customer experience.
Collaboration and Cross-functional Partnerships:
- Partner with the service delivery teams globally to drive data governance.
- Focus on our speed to value and relentlessly work with the delivery teams to add velocity to our deployments and drive higher margins.
- Foster strong partnerships with sales, product development, and other departments to ensure seamless collaboration and knowledge sharing.
- Work closely with the services sales team to support business development efforts and processes.
- Collaborate with other leaders across the organization to leverage synergies and share best practices.
Budget and Resource Management:
- 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.
- Identify staffing needs and collaborate with HR for recruitment, onboarding, and talent acquisition initiatives working in partnership with service delivery leadership.
Qualifications- Bachelor's degree in business, engineering, or a related field
- Proven experience (5+ years) in leading and managing professional services teams.
- 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.
Preferred- Advanced degree preferred.
EEO StatementiCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS.
We are proud to be an equal opportunity and affirmative action employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at careers@icims.com.
Compensation and BenefitsThe target total compensation for this role will be based upon experience.
Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits