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Job Information
Job title

Service Practice Manager - Emerging

Company Kronos
Wage Not specified
Location United States, Massachusetts, Chelmsford
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel None
Published on 9/3/2004
Description
SERVICE PRACTICE MANAGER

Kronos Incorporated is the most trusted name in workforce management. Kronos helps organizations staff, develop, deploy, track, and reward their workforce, resulting in reduced costs, increased productivity, better decision-making, improved employee satisfaction, and alignment with organizational objectives. More than 20 million people use a Kronos solution every day. Kronos offers solutions to a diverse array of industries including education, government, healthcare, hospitality, manufacturing, and retail. Leading publications including Business 2.0, BusinessWeek, and Forbes have recognized Kronos for its financial strength and superior product offerings. Kronos is a publicly owned company (NASDAQ: KRON) and was founded in 1977.


The SERVICE PRACTICE MANAGER is responsible for providing the service delivery leadership for Professional Services within an assigned geography/market. Specifically, this position is responsible for overseeing customer engagements including the project planning and execution in conformance with Kronos? methodology; the financial performance within the geographic/market segment (budget, forecast, P&L performance); customer satisfaction, referenceability and operational excellence.

The Service Practice Manager will lead a team of Project Managers (PMs) and leverage Application Consultants (ACs) who collectively have primary responsibility for the implementation engagement, or other consulting services provided to customers. The Service Practice Manager will draw upon Area and Corporate resources, as necessary, to ensure the successful execution of customer engagements.

The Service Practice Manager will monitor project progress against goals; work with Account Management and Sales in the development of service proposals; participate in Customer meetings related to engagement activity; approve employee time and invoice activity; reconcile financial results against operational activity; forecast expected performance; and manage team?s operational performance.

Principal Responsibilities:

Service Delivery
. Ensure that the team of Project Managers are fully versed in executing engagements in compliance with Kronos? defined methodology
. Monitor and manage Project Manager skill set requirements for the organization, including certifications.
. Ensure that all engagements are planned, activities recorded, and managed within Changepoint (PSA), consistent with defined ?best practices?
. Effectively balance team resources given employee load, expertise, complexity and market, as necessary
. Continually monitor all engagements to ensure milestone achievement and the execution of supporting financial transactions (Invoices, credit/re-bill activity, expense recording and invoicing, etc.)
. Monitor team performance in conjunction with service delivery metrics established for the organization ? utilization, customer satisfaction, referenceability, as examples.

Teamwork
. Participate in account reviews within assigned geography/market.
. Work with Project Managers in an ongoing review of engagements ensuring that deliverables are being achieved and barriers that may exist are overcome.
. Provide direct support to Project Managers by participating in customer sessions as dictated by engagement needs.
. Work with Account Management to ensure the successful transition of Customers into steady-state support (KGS)
. Effectively manage cross-functional resources as necessary to implement customer solutions (Resource Managers, Training, Technology, Solution Architects and Industry Consultants).
. Ensure that all resources possess the training, tools and support necessary to achieve business objectives.
. Work with Global Support to resolve customer issues related to the implementation on a timely basis

Business Performance
. Ensure that financial plans (revenue and profitability goals) are met or exceeded for assigned scope of responsibility
. Ensure that operational metrics are achieved or exceeded as the basis for measuring operational excellence
. Provide monthly forecast input with an emphasis on predictability, demonstrating control of the business
. Proactively identify and qualify new business opportunities in support of Customer business objectives.

Customer Related Activity
. Participate with Sales and Account Management, as requested, to respond to and position service delivery expectations during the pre-sales process
. Analyze, monitor and respond to feedback receive

Experience/Skills
See Above

Other desired skills:
Service Practice Manager - Emerging
This job has expired.