Head of Client Services

2 weeks ago

Atlanta, Georgia, United States Itential Careers Full time
Job Overview

The Director of Implementation Services: Program Management is responsible for strategizing, organizing, and overseeing the deployment of Itential's platform and applications. This pivotal role ensures alignment between Itential's offerings and the strategic goals of our clients, facilitating successful outcomes.

Leadership Responsibilities:

  • Manages a team of program managers and engineers to guarantee timely and specification-compliant program completions.
  • Collaborates with client resources, ensuring accountability for necessary dependencies that contribute to successful program execution.
  • Assigns tasks and responsibilities to team members based on their expertise, experience, and current workload.
  • Acts as the primary escalation point for Itential teams to engage relevant resources for issue resolution.
  • Serves as the escalation contact for clients regarding program priorities and successful deployment.

Key Duties and Responsibilities:

  • Leads cross-functional teams to ensure programs are completed on schedule, meeting specifications with precision and efficiency, while ensuring team members are qualified to deliver outstanding customer satisfaction.
  • Fosters strong client relationships and cultivates connections at the executive level.
  • Functions as a liaison among the company, clients, and vendors, and acts as the primary escalation contact for client-related matters, delivery, and other associated Itential teams.
  • Builds and maintains partnerships with both internal and external stakeholders, effectively communicating with executives.
  • Provides financial forecasting and budget analysis for client programs.
  • Contributes to the development and implementation of effective practices, tools, and standards for program execution.
  • Encourages commitment to shared objectives; fosters a collaborative environment.
  • Conducts risk assessments, reports identified risks to management, and offers recommendations for risk mitigation, including potential program termination if necessary.
  • Participates in program audits to identify opportunities for performance enhancement.
  • Collaborates with sales and marketing teams to promote and support the Professional Services portfolio.
  • Ensures adherence to federal, state, local, industry, contractual, and company regulations, standards, specifications, and best practices.

Qualifications:

  • Bachelor's degree in a relevant field such as Computer Science, Business, Program Management, IT, or Engineering is strongly preferred.
  • Proven supervisory and leadership capabilities; able to cultivate a dynamic team motivated to exceed expectations.
  • A minimum of 5 years of program management experience with progressively complex software projects.
  • Demonstrated success in developing, executing, and following up on programs.
  • Experience in a client-facing role within an IT Professional Services environment.
  • Exceptional communication, verbal, critical thinking, and analytical skills.
  • Strong interpersonal, organizational, and customer service abilities.
  • Meticulous attention to detail with the ability to manage multiple assignments simultaneously.
  • Proven time management skills with a track record of meeting deadlines.
  • Strong analytical and problem-solving capabilities.
  • Ability to prioritize and delegate tasks effectively.
  • Experience in financial budgeting and forecasting for service programs.

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