Director - North American APM Enablement Services - Compuware - Waltham

Job description
The Director of North AmericanAPM Enablement (Professional) Services is responsible for ensuring positive revenue and profitability growth, forecast guidance and overall delivery performance of the North American APM Expert Consulting team within Compuware’s diverse and growing customer base. This role oversees a team of professionals delivering a wide range of expert services which educate and enable customers to maximize the value they can achieve using Compuware’s magic quadrant class APM solutions. The selected individual will focus on oversee Compuware’s North American APM Enablement Services operations and be capable of overseeing others (internationally).

Activities associated with this position include:
Direct management of technical managers and an experienced technical team including delivery/engagement managers, architects, and consultants charged with delivering services that drive production adoption at or above best-in-class levels of customer satisfaction;
Coaching, mentoring and educational oversight for the management and delivery teams;
Effectively managing week-to-week activities for a regional P&L, including but not limited to: forecasting and achieving services revenue and contribution margin goals, and maintenance of retention targets;
Working effectively with regional sales management to position Enablement Services support for pre-sales campaigns, post-sales service delivery activities, and identification of sales expansion opportunities;
Working hand-in-hand with the Global Partners organization to ensure timely and best-in-class delivery of prime and sub-contractor type (Compuware APM Enablement) services;
Working hand-in-hand with Services Product Management and Marketing to partner in the life cycle management of the services portfolio (This encompasses contributing to the definition and branding of new Enablement Service offerings based on market opportunities, skills acquisition, and product evolution.);
Collaborating effectively with other leaders in the APM business unit’s Customer Service Organization to further enable customer success, product support and maintenance retention concerns;
Supporting business unit initiatives, contributing thought leadership based on real-world experience;
Maintaining a high level of market knowledge by keeping abreast of emerging market trends and competitor positioning.
Qualifications:
Thorough understanding of IT industry professional services concepts / procedures / processes, including but not limited to: strategic direction development, revenue growth development, financial modeling/forecasting, services revenue recognition, resource and partner skills development, resource optimization, modeling for profitability maximization, and portfolio development / marketing;
Measureable previous success overseeing software product-related professional services teams (Overseeing international professional service teams is a plus.);
Outstanding people/team management, collaboration and project management skills;
Demonstrated ability to effectively, and efficiently, communicate and sell ideas utilizing excellent written and verbal communication skills;
Demonstrated experience in promoting both initial engagements and add-on business to existing and new clients;
Demonstrated ability to tailor processes to fit the needs of the effort;
Thorough understanding of multi-type and tier service partner relationships;
Broad understanding of complex business environments across multiple verticals;
Experience with various aspects of web-related technologies and applications;
Ability to travel as needed.
Desired Skills and Experience
Experience and Educational Requirements:

Best qualified candidates will have:
15+ years of Professional Services industry experience with a strong emphasis in software technologies (preferably APM);
Professional Services experience in companies ranging from start-up to multi-nationals;
5+ years of managing multi-regional Expert Consulting teams;
2-5 years of direct Delivery Manager/Engagement Manager experience;
2-5 years of direct Consultant experience;
2-3 years direct experience developing and marketing a Services Product Portfolio;
1-3 years of post-sales delivery Project Management experience;
Bachelor’s Degree in Engineering, Computer Science, Business Management or other technology related field required (Masters preferred);
Fluency (speaking/writing) in a foreign language is a plus (Spanish and/or Brazilian Portuguese preferred).

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