IIM Professional Services Director

The ECM Professional Services Director (PSD) is responsible for managing all Professional Services Engagements under the defined project management guidelines, and the management of the staff assigned to the team. Critical to this role is focusing on ensuring that all active clients are satisfied with their solutions, and are getting the desired/defined results. This position includes financial responsibility for the team performance of the department, along with the productivity of the assigned staff. The PSD functions as the Team Director for the Professional Services department with direct responsibility for the day-to-day operations of the department, including staffing, staff management, project management, customer support, and resource planning. The PSD acts as the highest-level escalation point within the vertical Professional Services team for the resolution of technical and customer service issues.

Accountabilities:

1. Project Success

2. Team Profitability

3. Support Estimating, Pricing and SOW development

4. PS Reporting (STL)

5. SOW Approval

6. Vertical Escalations

7. Upsell

Essential job functions include, but are not limited to the following:

* Full visibility/engagement on all projects - Face of the Services Team to our Clients

* Partnering with Regional Sales Directors on the delivery of the KM Experience and supporting Account Reviews/Plans, as required

* KMBS Executive Sponsor for all projects under $100K

* Participate in KMBS Days with clients

* Participate in the weekly Leadership L10 meeting, reviewing pipeline, in-flight projects & inventory, client-related issues and opportunities

* Ensure Projector is current daily and that projects have full resource plans to support forecasting

* Manage inflight backlog/inventory

* Onsite participant for all Project Kickoffs > $50K

* Participates in the Professional Services QBR

* Quarterly goals defined and monitored via Success Factors for all staff

* Maintain staffing levels required to balance customer satisfaction & operating profit

* Approve all travel, in advance, for all assigned projects

* Regular meeting schedule with direct reports - 1-on-1's

* Responsible for ensuring company policies, national procedures and best practices are followed

* Month-end close execution: maintain visibility to Review project % complete to burn-rate

* Review weekly project reports

* Coaches and mentors' staff to achieve service excellence and career growth, while retaining the best and brightest resources within the department

* Other duties, as assigned by Management

Education Requirements

* Four- year college degree or satisfactory completion of a business curriculum from an accredited school and/ or equivalent work experience

Experience Requirements

* 5+ years of experience in a service delivery team lead or service management role

* 10+ years of experience in ECM or a related industry

* 5+ years OnBase experience

* 10+ years of experience providing solutions relating to business process improvement

* Experience servicing internal and external customers

* Experience working with external vendors/ partners

* Previous experience within Hyland Software solutions

* Ability to work in a fluid and changing environment

* Passionate about delivering value, customer satisfaction, service mentality

* High aptitude and understanding of technology

* Self-starter and ability to thrive in a fast-paced environment

* Previous experience managing or participating in enterprise-level projects

* Strong organization and prioritization skills

* High level of integrity and follow-through

* Strong leadership skills and ability to mentor others

* Solid non-technical product knowledge

* Strong communication skills - ability to deliver good news and bad

#LI-HW1

Konica Minolta Business Solutions' (Konica Minolta) journey started more than 150 years ago, with a vision to see and do things differently. The company partners with clients to Give Shape to Ideas by supporting their digital transformation through its expansive Intelligent Connected Workplace portfolio. Its business technology offerings include IT Services, intelligent information management, video security solutions and managed print services, as well as office technology and industrial and commercial print solutions. 2025 marks Konica Minolta's 20th anniversary in production print, for which it celebrates "20 Years of Excellence, Innovation and Impact," and continues to lead the way in digital commercial printing. This year also commemorates 20 years of Konica Minolta's bizhub brand. Over the past two decades, the bizhub series has revolutionized office technology and redefined how businesses operate. It has continuously evolved to meet the needs of modern workplaces, fueled by advances in technology and a commitment to innovation. Konica Minolta is proud to be ranked on the Forbes 2025 America's Best Large Employers list, included on CRN's MSP 500 list numerous times; recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for eighteen consecutive years and presented with Keypoint Intelligence's BLI 2025 and 2021 A3 Line of The Year and BLI 2021-2023 Most Color Consistent A3 Brand Awards for its bizhub One i-Series. For more information, please visit Konica Minolta online and follow it on Facebook, YouTube, LinkedIn and Twitter.

Konica Minolta operates on a North American Shared Services model, which aligns cross-border priorities and enhances delivery to its field organization. This combines service functions in the U.S. and Canada, ultimately providing more resources to support areas such as sales administration, logistics and supply chain, marketing, product planning, finance, IT, HR and legal.

Au sujet de Konica Minolta

Solutions d'affaires Konica Minolta (Konica Minolta) a entame son parcours il y a plus de 150 ans, avec la volonte de voir et de faire les choses autrement. Elle fait equipe avec ses clients pour donner forme a leurs idees en appuyant leur transformation numerique grace a un riche portefeuille de solutions pour un milieu de travail connecte et fute. Parmi ses technologies d'affaires, on retrouve des services de TI, la gestion intelligente de l'information, des solutions de securite video et des services d'impression geres ainsi que des technologies de bureau et des solutions d'impression industrielle et commerciale. L'annee 2025 marque le 20e anniversaire de l'entree de Konica Minolta dans le marche de l'impression de production; l'entreprise souligne 20 annees d'excellence, d'innovation et de resultats tout en continuant d'etre une figure de proue dans l'impression numerique commerciale. C'est aussi l'annee ou la marque bizhub de Konica Minolta celebre ses 20 ans, au cours desquels la gamme a revolutionne la technologie de bureau, redefini les processus des entreprises, et evolue continuellement pour repondre aux besoins des milieux de travail modernes, mue par les avancees technologiques et la volonte d'innover. Konica Minolta est fiere de faire partie du palmares 2025 des meilleurs grands employeurs d'Amerique de Forbes, d'avoir figure a plusieurs reprises au palmares CRN des 500 fournisseurs de services geres, d'avoir ete nommee la marque numero un en matiere de fidelite des clients sur le marche des appareils de bureau multifonctions par Brand Keys pendant 18 annees consecutives, et de s'etre vue decerner les prix BLI A3 Line of the Year 2021 et 2025 et Most Colour Consistent A3 Brand 2021-2023 de Keypoint Intelligence pour sa gamme bizhub One i-Series. Pour en savoir plus, rendez-vous sur le site de Konica Minolta et suivez l'entreprise sur Facebook, YouTube, LinkedIn et Twitter.

Konica Minolta fonctionne selon un modele de services partages nord-americain qui permet d'harmoniser les priorites transfrontalieres et d'ameliorer la prestation de services aux organisations operationnelles. Le modele combine des fonctions de service americaine et canadienne afin d'offrir davantage de ressources aux services de soutien comme l'administration des ventes, la logistique et la chaine d'approvisionnement, le marketing, la planification des produits, la finance, les TI, les RH et les services juridiques.

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.

Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer.

Solutions d'affaires Konica Minolta (Canada) Ltee. est un employeur d'opportunite egale.