Professional Services Director Full Time

The Professional Services Director will be accountable for the successful completion of InterSystems Corporation customer implementation projects for all products within their allocated territory or country. The Professional Services Director is the ambassador to the customers in which we are implementing solutions as well as being the escalation point between the customer and InterSystems Corporation. The Professional Services Director will be responsible for ensuring projects are running in scope, on time and to budget and where possible will work with the customer to consider other solutions we are able to provide to them. It is also imperative that the Professional Services Director works actively to continually maintain and develop relationships that are realized in revenue streams. The Professional Services Director will be responsible for leading and setting direction for the entire in-territory implementation delivery team. The Professional Services Director will moreover be responsible for continuing to build in- house implementation capability to support the market growth. This role requires a commitment to circa 60% travel.
Key Responsibilities Establishing a team to support the maintenance, configuration and release management of the local country or regional product Edition/s, whilst the Edition/s is governed through the Product Development organization.
Managing the P&L of the portfolio of all projects within the allocated territory.
Defining and executing a strategy to scale the business for growth, whether organic or via strategic partnerships.
Responsibility for ensuring the workforce are trained to appropriate levels in order to supply skilled delivery resources to meet current and forecasted engagements.
Reducing man-days used for delivery and creating a higher-value ‘consulting’ capability.
Ensuring the workforce are fully adhering to the ARIES Customer Engagement Methodology as well as all other InterSystems policies and procedures.
Define and monitor PMO KPIs to track project delivery status and quality and provide internal reporting accordingly to ensure Senior Management are kept up to date
Embedding clear and agile ways of operating, reducing the scope for ambiguity and local variability
Ensuring full transparency on all project costs and manage sub-contractors’ contracts and service delivery
Providing support to sales colleagues during the Discovery stage of sales pursuits
Managing on-going customer change management needs post contract signature through the commencement of the Sustain phase of ARIES.
Actively drive a culture of continuous process improvement, establishing and enhancing role-based, training curricula for the various types of delivery staff within the team, including project management, technical and functional resources.
Performing on a regular basis, a training needs analysis to ensure staff are fully trained and compliant with any statutory requirements.
Acting as a key approver of sales proposals and tenders, providing personal assurance around both labour estimates and project timelines, as well as highlighting areas of risk and defining associated mitigation plans.
Responsibility for maintaining and improving customer satisfaction, not only during a project engagement, but through the lifecycle of a customer engagement.
Ensuring the team offer customers a channel through which system changes and enhancements can be requested and fulfilled.
Representing InterSystems on Programme and Project Boards within the territory or country, depending on the scale of concurrent projects.
Oversee project benefits achievements, customer expectations and satisfaction.
The Professional Services Director is the final point of escalation, prior to moving up to country and/or executive management.
Essential
Skills and Experience
Excellent customer relationship management skills
Strong operational and contract management experience in Healthcare IT
At least 10 years of implementation management experience working in Healthcare with a thorough understanding of the administrative, Technical, andor clinical processes within the local market
Ability and willingness to travel extensively in support of the changing business needs
Ability to build, engage and manage teams with diverse backgrounds
Effective presentation skills
Experience in managing large, fixed price engagements in government, public and/or private sector businesses
Exposure to software development processes and enterprise-level technical architectures
Education & Training
Essential
University undergraduate degree level
Proficiency in English
University postgraduate degree level in IT, Science or Engineering
MBA or equivalent business experience
Proficiency in English
About InterSystems
Established in 1978, InterSystems provides innovative data solutions for organizations with critical information needs in the healthcare, finance, and logistics sectors and beyond. Our cloud-first data platforms solve interoperability, speed, and scalability problems for organizations around the globe. InterSystems also develops and supports data management in hospitals through the world’s most proven electronic medical record, as well as unified care records for health systems and governments through a powerful suite of healthcare data integration solutions. The company is committed to excellence through its award-winning, 24×7 support for customers and partners in more than 80 countries. Privately held and headquartered in Cambridge, Massachusetts, InterSystems has 25 offices worldwide. For more information, please visit InterSystems.com.