Manager, Global Professional Services

Title: Manager, Global Professional Services

Location: Cleveland, Ohio; Remote

Experience: Senior-Level

Job Function: Professional Services

Employment Type: Full-Time

Industry: Computer Network & Security

About the position

The Manager of Global Professional Services plays a pivotal role in leading and overseeing the operations of the Professional Services (PS) team on a global scale. This position is responsible for providing HR and functional leadership to project teams, comprising of Project Managers and Solutions Architects. The Manager ensures the effectiveness, efficiency, and success of project delivery, project health, and overall customer satisfaction while also contributing to strategic initiatives under the guidance of PS Operations Managers. The role demands a blend of hands-on project oversight and leadership to drive continuous improvement and ensure alignment with organizational objectives. The role is expected to be 90% focused on day-to-day project/team leadership, and 10% focused on strategic initiatives under the leadership of the PS Operations Managers. Travel expectations are <25%.

The position is based in the United States and can be performed remotely, when/if necessary. Applicants must hold US citizenship or US permanent resident status.

Responsibilities

• Provide leadership and direction to project teams within the Global Professional Services organization, overseeing project delivery, customer satisfaction, time to value, project duration, and project efficiency.
• Lead by example in demonstrating a bias towards action, decisions over discussion, outcomes over inputs, and business goals over personal preferences.
• Establish and maintain strong relationships with key stakeholders, both internal and external, to drive collaboration, alignment, and successful project outcomes.
• Provide mentorship, coaching, and guidance to team members, fostering a culture of accountability, ownership, collaboration, and urgency.
• Serve as the primary point of and own escalations for project-related issues, providing guidance, support, and resolution to ensure customer satisfaction and project success.
• Own team training and enablement in collaboration with PS Operations Managers.
• Collaborate with Finance teams as needed to ensure accurate tracking, forecasting, and reporting of project-related revenue, expenses, and profitability metrics.
• Represent the Professional Services organization in customer-facing engagements, including executive briefings, escalations, and strategic account reviews.
• Conduct regular project reviews, root cause analyses, and retrospectives to identify areas for improvement and implement corrective actions to drive project performance and customer satisfaction in collaboration with PS Operations Managers.
• Collaborate with Legal and Compliance teams to ensure adherence to regulatory requirements, contractual obligations, and industry standards in project delivery and customer engagements.
• Drive the adoption of Professional Services tools and technologies, ensuring alignment with the Global Professional Services Standards, overcoming regional and product divides.
• Oversee the development and execution of project plans, ensuring adherence to timelines, budgets, and quality standards while mitigating risks and issues proactively.
• Collaborate with Sales teams to ensure seamless handoff from pre-sales to project execution, driving alignment on project scope, objectives, and deliverables.
• Assist with project scoping/SOW creation as needed.

Skills and Qualifications

• Extensive experience in leadership roles within professional services or technical support organizations, with a track record of driving operational excellence and delivering results.
• Strong execution skills, with the ability to develop and implement comprehensive strategies aligned with organizational goals and objectives.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Proven ability to build and lead high-performing teams, fostering a culture of accountability, ownership, collaboration, and urgency.
• Deep understanding of project management methodologies, customer engagement principles, and operational best practices within professional services delivery.
• Strong analytical and problem-solving skills, with the ability to identify trends, analyze data, and make data-driven decisions to drive business outcomes.
• Demonstrated ability to thrive in a fast-paced, dynamic environment, with the agility to adapt to changing priorities and drive results.
• Experience working in a global organization with the ability to navigate complex organizational structures and drive alignment across geographies, differing products, and functions.
• Relevant certifications are highly desirable.

Compensation

Salary will be commensurate with experience.

Culture, Career Opportunities and Benefits

We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas. A few initiatives that make our culture special include:

• Comprehensive benefit coverage
• Dedicated employee focused ambassadors via Key Contributor & Culture Committee
• DIVERSE Commitment
• Global Volunteer Day
• Flexible time off
• Monthly Cross Functional meetings
• Monthly Leadership Development meetings
• Monthly All Hands meetings - followed by group gatherings
• Second Friday's (a company-wide day off on the second Friday of every month)
• The Keyfactor Alliance Program
• Weekly Feedback Snapshot

Our Core Values

Our core values are extremely important to how we run our business and what we look for in every team member:

Trust is paramount.

We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.

Customers are core.

We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.

Innovation never stops, it only accelerates.

The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.

We deliver with agility.

We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.

United by respect.

Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.

Teams make "it" happen.

Vision and goals are not individually achievable - they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.

Keyfactor is a proud equal opportunity employer.