Reports to: Vice President, OperationsLocation: Columbia, MarylandCareer track: This position is on a track to become the Vice President of Professional Services. Qualified applicants should be ready to grow with the company, substantially grow top-line and bottom-line revenue, improve the overall customer experience provided to the firm's customers, and drive transformation across the professional services delivery team.Position Summary: Provides leadership to the service delivery business unit with a focus on partnering with customers to help them better serve the public while improving their overall customer experience with the firm. Develops and establishes department standards and procedures; assigns, directs and coordinates the work of the professional services staff, providing technical support and direction. Also functions as a business development representative identifying new opportunities for the company, and converting opportunities to revenue.Compensation: Base salary commensurate with experience; participation in senior management bonus pool; and commission for net-new opportunities identified and managed to close.Key Responsibilities Manages the work and project / time allocation of project managers and implementation specialists, ensuring that all contractual deliverables and milestones are met according to approved project plans. Proactively recommends actions to maximize resource utilization and to reduce mean resolution time to customer issues. Thinks strategically and proactively to identify product and implementation issues and improvements, and continually communicates with the Leadership Team, offering solutions and taking ownership of problem resolution. Monitors and reports to the Executive Team on customer experience trends and actions as well as their effect (or potential effect) on the overall customer experience. Manages and expands programs to develop and maintain company product knowledge as well as department standards and procedures. Manages and drives client-facing activities and processes including client engagement, requirements gathering or analysis, functional / UI designs, release planning, user-acceptance testing and user training / documentation. Maintains outstanding client relationships by diagnosing client needs and working closely with the development manager to ensure that application issues or bugs are addressed in a timely fashion, and that the final product / solution is of appropriate quality and meets or exceeds client expectations. Holds P&L responsibilities for the service delivery business unit, with a focus on contribution margin. Acts as a champion for a corporate culture of customer experience, respect, responsiveness, fun and professionalism, product and customer satisfaction, trust, creativity, and commitment. Knowledge, Skills and Abilities Proficient knowledge of the fundamentals of project management Knowledge of Microsoft Project Strong leadership skills and the ability to take initiative Highly developed coaching and talent development skills Ability to lead people and deal with diverse personalities and attitudes Excellent customer service skills; ability to communicate effectively when dealing with difficult customer issues Ability to interact and work professionally with clients and employees at every level of the organization Outstanding verbal communication / listening skills: Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting Ability to travel up to 20% Qualifications Bachelor of Science in business administration, engineering, computer science or related fields of study, or equivalent years of experience Master's degree preferred (business administration, computer science, engineering, or related fields of study) Over eight years of related experience in a software development company Experience managing ten or more employees PMP certification preferred