Director - Program Management - ECM OnBase - Fiserv - Cleveland

Job description
POSITION PURPOSE:
Direct professional services organization activities and provide overall leadership to the FRMS ECM & Cash & Logistics professional services teams.
RESPONSIBILITIES:
Direct professional service organization activities in all phases of internal or external analytical projects. Provide overall management direction and technical leadership on the most complex issues involving significant resources. Address critical project issues with other senior managers internally and at the client. Determine how to deploy resources to meet key business objectives. Recruits, develops and evaluates management and staff

Manage budget and resource management activities for staff including forecasting and management of resources in support of client projects. This includes maintaining a project resource schedule so that client projects can be properly scheduled.
Provide leadership in developing new and creative solutions to add value to client’s operations. Shape company policy to improve service delivery and increase client satisfaction. Forge strong partnerships with external clients. Provide leadership that result in a consistently high level of client satisfaction.
Develop and maintain implementation and maintenance processes to ensure consistent client satisfaction. Establish and define implementation processes as well as enhance existing processes to ensure efficient use of all resources.
Design and execute personnel development plans for team members. Provide product cross-training to develop skills required to successfully implement multiple products.
Demonstrate strong communication and relationship management skills in support of active implementation projects and consulting projects. This includes effective management of escalated issues with executive management within the client organization.

Desired Skills and Experience
POSITION QUALIFICATIONS:
Job Related Experience:
Must possess a minimum of 8 years of consulting services experience in the technology/application domain and at least five years of experience in services management for an enterprise software solutions company. That experience may include training and education, as well as technical support, but primary focus should be implementation of products and services.
Must have excellent strategic planning and deployment skills
Must have business development focus and experience
Must possess a broad level of technology understanding
Must possess substantial operational and financial business acumen
Must have demonstrated the ability to personally influence the sale of business driven solutions to senior client executives
Must possess excellent leadership, interpersonal, communication, and presentation skills
Must have an in-depth understanding of budget and cost-benefit relationships
Education/Skills:
Bachelor’s degree in Business, Computer Science, or equivalent experience (required)
Master’s in Business Administration (MBA) a plus
PMP (or equivalent experience)

Additional Skills/Knowledge:
Knowledge of Hyland OnBase or other ECM products.
Advanced leadership qualities, high degree of professionalism in appearance and manner, with the ability to influence and effect change within an organization
Ability to quickly adapt to an ever changing environment
Ability to drive excellence throughout the implementations department
Ability to work at all levels of an organization
Excellent leadership skills
Must be a problem solver with the ability to work effectively without supervision
Excellent organizational skills and attention to detail required
Must be able to work in a fast-paced environment with and be able to make decisions.
Ability to travel 30%

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