Sr. Director, Professional Services PMO

Professional Services
180001HQ Requisition #
2561 Total Views

The Senior Director, Professional Services PMO directs and oversees the Project Management Office (PMO) to ensure programs and projects meet organization goals and requirements. Develops and implements PMO processes and policies to reduce and simplify the delivery cycle, as the vehicle to accelerate time to value for customers while minimizing delivery cost.  The Senior Director will define how the Project Management staff should work to obtain consistency, efficiency and repeatability during the delivery cycle for projects around the world.  The Senior Director will also work with other department leaders to define, prioritize, and develop projects and programs to meet business needs.


The Senior Director must be must be a confident, assertive leader with excellent interpersonal and communications skills.  They will need to possess the credibility and experience necessary for customer exposure at senior management levels, including an understanding of complex business environments and technology awareness.  In addition, they will need to be a strategic change agent who is able to motivate and mentor their management team and high potential employees.


Responsibilities/Job Duties:

In this role the primary responsibilities include (but are not limited to):

  • Define, develop and maintain an Agile Project Management strategy that aligns with Genesys business strategy.
  • Define processes and playbooks for Project Managers to effectively manage Genesys projects.
  • Understand and define how different parts of the organization will be interacting in the most efficient manner during the entire customer lifecycle. Align PMO processes to achieve simplification, repeatability and automation at the highest level. 
  • Responsible for driving and achieving the highest customer success when deploying/delivering of products.
  • Participate in complex or strategical customer projects as part of the Governance Board.
  • Responsible for achieving company goals related to Professional Services revenue and margin.
  • Define and maintain a set of KPIs to measure the effectiveness of Project Management Staff, processes and methodologies, different department interactions, value of the PMO, customer success, etc.
  • Monitor performance, customer feedback, and customer satisfaction relative to our employee interaction with our customer base.
  • Provide technical knowledge and leadership on key industry/solution trends that will help the services team meet and exceed their expectations
  • Work closely with other business units to provide consistency across all teams
  • Communicates goals and objectives and gathers and incorporates feedback from direct and indirect resources to ensure a clear understanding of expectations
  • This role may require frequent travel to work on evolving strategic plans, participate in regional activities or customer facing meetings.  

Required Qualifications:

  • Bachelor’s degree or higher in Business or Computer Science
  • At least 12+ years of experience in the IT industry, with 5+ years of hands-on PMO experience
  • 8+ years of professional services management experience, preferably in an Enterprise Software organization and with high exposure to customers.
  • Strong understanding of strategic value of Project Management and its role in driving solution adoption
  • Experience in leading a multi-faceted, multi business organization
  • Experience in leading an organization through significant change
  • Excellent communication skills (written & oral presentation).
  • Experience in successfully managing a large services P&L to optimize revenue, margin and growth
  • Highly developed people management skills; able to manage and motivate teams of people to achieve business and personal goals. Demonstrated ability to lead and develop a team of geographically diverse managers.
  • A strategic thinker - able to keep the organization ahead of the game
  • Strong commercial acumen with evidence of developing, negotiating and maintaining business.
  • Ability to develop and maintain strong, productive relationships with customers, partners and other external organizations.
  • Understands IT and Business management and drivers. Understand the typical drivers, processes and organizational structures of a large IT organization
  • Must thrive in a fast-paced, results-oriented, collaborative, matrix environment.
  • Must be able to travel extensively 25% – 50%.


About Us:

Genesys® powers more than 25 billion of the world’s best customer experiences each year. We put the customer at the center of everything we do and passionately believe that great customer engagement drives great business outcomes. More than 10,000 companies in more than 100 countries trust the industry’s #1 customer experience platform to orchestrate omnichannel customer journeys that eliminate silos and build lasting relationships. With a strong track record of innovation and a never-ending desire to be first, Genesys is the only company recognized by top industry analysts as a leader in both cloud and on-premise customer engagement solutions. Connect with Genesys via www.genesys.comTwitterFacebookYouTubeLinkedIn, and the Genesys blog.


Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.




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