Senior Manager, Professional Services
About the role
The Professional Services Manager leads the delivery of enterprise software implementations and services engagements, ensuring customers achieve measurable business value from the platform. This role is responsible for managing client-facing delivery teams, overseeing complex projects, driving utilization and margin targets, and partnering closely with Sales, Customer Success, and Product teams.
The ideal candidate combines strong leadership, project delivery expertise, and a deep understanding of enterprise software environments.
Key Responsibilities
Customer Delivery & Engagement
- Own the successful delivery of professional services engagements, including implementations, integrations, upgrades, and advisory services
- Serve as an executive point of escalation for customer delivery issues and risks
- Ensure projects are delivered on time, within scope, and within budget
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Drive customer satisfaction, adoption, and long-term value realization
Team Leadership & Resource Management
- Lead, mentor, and develop a team of Professional Services Consultants, Project Managers, and/or Solution Architects
- Manage resource planning, utilization, and capacity forecasting
- Conduct performance reviews, coaching, and career development planning
- Foster a culture of accountability, collaboration, and continuous improvement
Project & Program Management
- Establish and enforce delivery methodologies, best practices, and governance
- Oversee project planning, risk management, change control, and stakeholder communication
- Ensure consistent use of project management tools and reporting standards
- Manage multiple concurrent enterprise-level engagements
Financial & Operational Management
- Own services P&L targets, including revenue, margin, and utilization
- Partner with Finance and Sales on forecasting, invoicing, and revenue recognition
- Identify opportunities to improve efficiency, scalability, and profitability
Cross-Functional Collaboration
- Partner with Sales on pre-sales scoping, SOW creation, and deal handoff
- Collaborate with Customer Success to ensure smooth transition post-implementation
- Provide feedback to Product and Engineering based on customer and delivery insights
Required Qualifications
- 5+ years of experience managing Property Management System, Inventory and Procurement Systems. Preference with managing Agilysys PMS, I&P Product experience.
- Experience working in Gaming Casino.
- 7+ years of experience in professional services, consulting, or enterprise software delivery
- 3+ years of people management experience
- Proven track record delivering complex enterprise software implementations
- Strong understanding of SaaS and/or on-prem enterprise software environments
- Experience managing services revenue, margins, and utilization
- Excellent customer-facing communication and executive presentation skills
- Strong project management skills (Agile, Waterfall, or hybrid methodologies)
- Willingness to travel domestically and international, up to 60% travel may be required.
- Required to Work hours on varying work hours (early mornings, late evening, holidays, etc) depending on project needs.
Key Competencies
- Leadership & people development
- Customer-centric mindset
- Strategic thinking with operational discipline
- Risk management and problem-solving
- Financial acumen
- Cross-functional collaboration
