Director of Project Services

Description

About ISG Technology

At ISG Technology, we're unlocking possibilities for our clients by providing IT services that help drive business growth. We're freeing them from the burdens of day-to-day IT maintenance, securing their networks, protecting their data and helping them design, implement and manage their IT infrastructure. And we've been doing it for over four decades.

Join in on the Success

As part of the Twin Valley Family of Companies and a fourth-generation family business, ISG Technology has grown and evolved into a recognized leader in the Midwest by aligning our success with the long-term success of our clients. We are consistently recognized in CRN’s Top Managed IT Service Providers in the nation, most recently as part of the Security 100 for excellence in managed security offerings.

But all those accolades take second stage to our Customer Satisfaction Scores (CSAT), which have consistently been 97% while our Net Promoter Score is 77, compared to the industry average of 47. If you're the type that takes pride in providing world-class support, you may have what it takes!

Job Summary:

The Director, Project Services leads ISG Technology’s project-based delivery teams, including Project Managers and Project Engineers, to ensure consistent, profitable, and high-quality execution of client projects. This role is accountable for portfolio oversight, resource planning, delivery governance, team development, and cross-functional coordination from sales handoff through project closure. The Director establishes clear standards to remove delivery barriers, strengthens accountability, and ensures projects meet profitability, quality, and client-experience expectations. Responsible for team performance and adherence to company quality with development of benchmarks for professional services management deliverables, and driving strategic long-term maturity goals for the Project Services and in support of services divisions.

Key Accountabilities:

1) Leadership, Management & Accountability

2) CSAT

3) Project Services Quality / Performance Management

4) Team Profitability / Budget Adherence 

5) Team Utilization and Forecast

6) Adherence to Ops KPIs & SLAs

7) Oversight – Engineering Cert Requirements

What you bring to the position:

• You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the “ways” we operate. 
• You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations.
• You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction. 
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service, and you achieve your goals that you mutually set with your supervisor.
• You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis.
• You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being a “know-it-all.”

You successfully fulfill the following essential duties and responsibilities:

You will provide SUPERVISORY RESPONSIBILITES to the position by:

• Providing direct leadership and coordination for Project Team Personnel, including collaboration with Account Management and Solutioning Teams.
• Providing mentorship and support to Project team members to ensure continued success, related to both projects and professional growth, while assisting in the creation of a documented juniorization training path to meet the long-term maturity plan for all company technical operations profitability and utilization. 
• Monitoring financial and operational metrics to measure achievement of organizational objectives.  
• Developing and implementing policies, objectives, and initiatives, as they related to the Project operations and as they indirectly support other services teams to advance strategic roadmap. 
• Build a high-accountability culture that emphasizes ownership, teamwork, technical quality, client communication, and reliable follow-through.
• Plan succession, skills development, cross-training, and staffing to meet current and future project demand.

You will provide STRATEGIC OVERSIGHT to the position by:

• Ensuring all service operations adhere to company standards and meet all stated business objectives and staffed with the right personnel with the necessary skills, experience, knowledge, and abilities. 
• Working with internal and external stakeholders to translate ISG’s services strategy into project delivery priorities, standards, and measurable operating goals.
• Maintain portfolio visibility and forecast demand and align assignments, utilization, workload balance, and project resource allocation across Project Managers and Project Engineers.
• Managing day-to-day execution of Project operations. Build and continuously evaluate operational KPIs for change, including key staffing metrics to ensure proper utilization and profitability. 
• Overseeing the planning, tracking, documentation, and training of all Project personnel. Assist in identifying emerging technologies to train and advance junior personnel in other services departments.   
• Identifying potential risks involved in the Project and Technical processes and develop procedures to mitigate risk, where possible.
• Continuously performing market analysis and emerging technologies to identify potential new techniques to improve profitability, utilization or customer satisfaction rates of the Project personnel. 

You will use your COLLABORATIVE SKILLS to:

• Work with members of the Internal Services teams to support pre-sales solutioning and projects but also to provide service desk support of managed services and professional services operations to ensure long term growth and profitability of project and company goals.  
• Lead and organize cross-functional. Cross functional teams will include Contracts, Finance, Services Directors & Managers, MSP Engineers, Security Operations personnel, Sales Operations, and Account Executives & Managers.
• Facilitate resolution of cross-functional dependencies, delivery constraints, and escalations that affect project outcomes.
• Support the Company by completing all other job duties assigned. 

You will use your TECHNICAL SKILLS to:

• Provide delivery oversight for complex infrastructure, cloud, security, and managed-services implementation projects.
• Maintain engineering skills sufficient to evaluate the technical capabilities of subordinate personnel and to manage those personnel in necessary technical and service quality.  
• Support continuous improvement initiatives to keep staff and company aligned with emerging / changing market conditions in IT skill sets and TCP requirements and needs.
• Exercise solid decision-making skills combined with strong business acumen, excellent communication skills, and in-depth analytical capabilities. 

As a successful employee, you will demonstrate the following professional skills as you carry out your position

• Oral Communications – Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate group presentation skills and participate in meetings.
• Written Communications – Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information.
• Customer Service – Respond promptly and courteously to customers’ requests for service and assistance; manage difficult or emotional customer situations.
• Presentation – Deliver business, non-technical, and limited-technical presentations to audiences of 20-150 individuals.
• Leadership – Lead people and get results through others in a positive and inspiring manner.
• Management – Organize and manage multiple priorities. 
• Ethics – Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; upholds company values.
• Organizational Support – Follow company policies and procedures and complete other duties as assigned.
• Judgment – Include appropriate people in decision-making process.
• Interpersonal Skills – Maintain confidentiality; keep emotions under control; listen well.
• Strategic Thinking – Develop strategies to achieve organizational goals; analyze market and competition; identifies external threats and opportunities and adapts strategy to changing conditions.
• Planning and organization – Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks.
• Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments. 
• Adaptability – Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events.
• Detail & Task Oriented – Manage and follow through on multiple tasks, items and communications in a timely manner.

Requirements

You will meet the following educational, licensing, certification and work experience requirements:

• Bachelor’s degree in Business, Technical field, or equivalent experience required
• Experience in IT/Technical Operations functionality, including progressive project or professional services delivery, typically gained over 8-15 years, or similar tenure and experience as an IT professional, including at least 4 years of management experience of IT/technical personnel.  
• Strong people leadership, coaching, performance management, and workforce-planning capabilities with excellent executive, client, and cross-functional communication, facilitation, and conflict-resolution skills.
• Proficiency with project management, professional services automation, resource planning, reporting, and collaboration tools.
• Experience in working in an MSP or other similar field such as BPO is preferred. 
• Hold and maintain a valid driver’s license; driving record must meet the criteria of ISG’s insurance carrier for acceptance of coverage.

You will follow the ISG Technology Core Values:

1. Humor & Fun - We enjoy spending time with each other, collaborating and sharing what makes us unique.
2. Lead by Example - Always taking initiative, acting responsibly and demanding excellence from ourselves.
3. Resilience - Change is inevitable. We embrace it. And we use it to drive creativity and innovation.
4. “Team First” Initiative - Proactively helping one another, taking individual accountability for the success of the whole team.
5. Continuous Improvement - Daily improvement matters. Bold ideas move us forward. 

You are able to work in the following environmental and working conditions:

• Prolonged periods of sitting at a desk and working on a computer and phone.
• Work in a general office environment.
• Travel to client and prospect locations with varying conditions.  
• You have mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation.