Director, PMO

The leader of the PMO in Professional Services is responsible for ensuring that our worldwide customer’s implementation projects are delivered successfully and professionally, per the guidelines of the customer’s contract and the iBase-t financial and delivery standards. The primary responsibility of this position is to oversee and guide project managers in our implementation methodology and approach while ensuring quality standards are met. Additionally, the role involves coaching and supporting project managers in adopting best practices to meet project objectives such as budget, scope, time, and profitability. This role will work with the PMs to ensure that we are delivering customer satisfaction and value out of the Solumina deployments.  In collaboration with Professional Services Operations, this role will monitor project delivery, resource utilization on the projects, revenue forecasts, customer success and satisfaction. Act in customer-facing management consultant capacity to lead/support the success of our implementation projects and identify opportunities for us to assist our customers in the adoption of the Solumina solution in their environments. 

In a customer delivery engagement, this role will manage any escalation that may occur with the customers and engage other iBase-t points of contact in various departments to address the escalation quickly and successfully.   This role will interact with the Project Managers, both internally and with partners and with the customers to oversee quality and provide regular updates regarding delivery performance and customer concerns.

In addition to the project managers, customers and partners, this role will interact with the Client Partners and Sales organization in iBase-t to assist in any expansion opportunities within a customer.  This role will report opportunities for Professional Services work back to the VP of Professional Services, CRO and Operations teams, as opportunities arise.  This role will also participate in all the SOW reviews and project planning prior to the start of an implementation project, to make sure we are assessing and mitigating any risk and are preparing our customers for the best experience in our implementations. 

During implementation, this role will guide and support the project managers through any collaboration needed with iBase-t product, technical support, or Cloud teams for the customer experience to be seamless, and to address any needs of the customer.  This role will be the conduit for feedback from our customers’ needs to the product roadmap and areas for improvement. 

This role is critical to iBase-t driving best practices in implementation and adoption of the Solumina solution in our customer base.  This role will define and drive best practices on implementation methodology, implementation KPI’s and metrics, customer adoption and customer success. 

This role will interact with all key stakeholders in the iBase-t and partner organizations.  This role will be expected to provide regular corporate presentations on the best practices, status of the customer’s implementation and adoption. 

Essential Functions:

Inward facing:

·         Developing a progressive recruitment, induction, ongoing training, and onboarding system to ensure high-quality capabilities in the entire team.

·         Bring thought leadership to adopt forward thinking techniques within our deployment process.

·         Plan for optimum resource utilization and skill sets needed to ensure we have a successful implementation project.

·         Ensures their team is driving to corporate objectives and metrics.

·         Plans and conducts personnel performance reviews and recommends promotions and employee action.

·         Manages personnel’s onboarding and continuing education and professional growth.

·         Responsible for the development and continuous improvement of the iBase-t methodology.

·         Develops and implements PMO services standards, processes, and procedures including dashboards and status reports.

·         Supports process/organizational compliance for Service delivery.

·         Leading, growing, and mentoring an enthusiastic team of high energy Project Management professionals and making them successful leaders.

·         Identifying and developing leaders for the future.

Customer facing:

·         Developing deep-rooted relationships with existing and new customers.

·         Traveling to customer sites, as required, to meet with customers and align with their expectations.

·         Striking a good balance between client and team needs.

·         Align with sales and client partners to provide the required sales support for aggressive growth.

·         Look for opportunities to drive customer satisfaction and adoption of Solumina in our customer’s sites.

·         Ensures that services are consistently delivered to meet or exceed customer expectations within agreed-upon timelines and quality standards.