What High Performance Looks Like in This Role (Outcomes)
People Leadership
• Lead local delivery providing overarching leadership and operational support, assuring quality and standards across all work streams
• Fostering great customer relationships with Senior stakeholders across key accounts, providing advice and guidance and attending key project meetings
• Building high performance teams, creating a culture of accountability, providing feedback and coaching team members
Delivery & Operations
• Engaging in pricing discussions to maintaining average profitability of >45% with a rolling average blended team ratio of 1:3 (local: remote)
• Excellent service supplied to all customers and proactive course correction for all engagements
• Managing an average 80% utilization within region (removing Practice Directors, Case Practice & Associates)
• Develop quality measures for determining cost reduction opportunities without sacrificing customer satisfaction.
• Identifying continuous quality improvement initiatives across consulting services (Project Management, Advisory, Technical)
• Recruiting, regular review of team shape, identifying and managing gaps or surplus
How We Measure High Performance in This Role (KPI’s)
· 1:3 Avg blended team average ratio for delivery of engagements per quarter
· Achieving 45%+ profitability per quarter
· Achieving 80%+ country utilization per quarter
· CSAT 4.7+
Demonstrated Experience and Education Required
Must have demonstrated high level experience in the following:
· Developing high performing teams
· Managing/accountable for key accounts with multiple business units
· Managing ServiceNow engagements end to end, from opportunity identification to project closure
· Presales, scoping and pricing of fixed price engagements
Education & Certification Requirements for This Role
IT Degree or relevant tertiary education in Computer Science
· ITIL Foundation Certified
· ServiceNow CSA
· CIS ITSM + at least 1 other CIS
· ServiceNow sales & presales accreditation in 3+ product lines
· Project Management certification
