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Senior Manager, Professional Services (EMCS0943)

Fortinet (NASDAQ: FTNT) secures the largest enterprise, service provider, and government organizations around the world. Fortinet empowers its customers with intelligent, seamless protection across the expanding attack surface and the power to take on ever-increasing performance requirements of the borderless network - today and into the future. Only the Fortinet Security Fabric architecture can deliver security without compromise to address the most critical security challenges, whether in networked, application, cloud or mobile environments. Fortinet ranks #1 in the most security appliances shipped worldwide and more than 330,000 customers trust Fortinet to protect their businesses. Learn more at http://www.fortinet.com, the Fortinet Blog, or FortiGuard Labs.
City
Remote
Country
EMEA
Title
Senior Manager, Professional Services (EMCS0943)
Req #
EMCS0943
Job Status
Full Time Regular
Functional Area
Customer Service
Position Overview
Senior Professional Services Manager (EMCS0943)Location: flexible / ideally close to:Frankfurt /GermanyReading /United KingdomSophia Antipolis/FranceLanguage/s: Fluent English, other European language welcome The Professional Services Manager performs a lead role in managing overall delivery of professional service activities within the EMEA region (Europe, Africa, Middle East & India). The primary goal is to ensure that our customers are provided with a technically sound, financially profitable and supportable implementation. The manager is responsible for end to end service delivery, according to a number of key metrics including scoping efficiency, billable time and profit/revenue. As a key role within the EMEA support and service organisation the manager should demonstrate the leadership required to drive customer situations and represent professional services at a variety of levels. Responsibilities ? Ownership of the performance management of a team of consultants, project managers and dedicated engineers. Directly ensure performance evaluations, training plans and the selection and hiring of top talent. Set clear objectives, evaluate progress and instill a high-performance culture with a focus on service excellence. ? Encourage open communication and collaboration between team members across the entire region suggesting and driving forward ideas about how the team can work more effectively together. ? Ownership of the delivery of sub-contracted resource, including scoping, quality metrics and escalation. ? Lead service delivery and assure customer satisfaction by providing appropriate management and resource through all phases including scoping, capacity planning, quality and profitability. ? Maintain control of project schedules, budget risk and issues, identify project risks early and provide timely recommendations for risk avoidance. ? Oversee and execute process improvements and the development of policies, procedures, methods and tools in support of delivery ? Communicate effectively with customers to identify needs continually seeking opportunities to increase customer satisfaction. ? Support the pre-sales process and work with sales to win new business. ? Represent and present Professional Services at pre-sales meetings and customer events. ? Develop innovative solutions to support the full range of products (third party providers, training courses, development plans). ? Remain aware of market and product developments to use as the basis to build strategic plans in collaboration with upper management. ? Ensure complete understanding of the company's technical and service portfolio to ensure each customer?s service solution matches the requirement. ? Build and maintain effective relationships internally and externally at a variety of levels to help support Fortinet?s overall strategic objectives.Desired Skills & Experience ? Planning and execution ? defining and measuring business goals, monitoring progress, taking action when necessary to rectify situations and meet deadlines for projects ? Proactive ? taking responsibility for making things happen. ? Teamwork ? collaborating with and promoting collaboration ? Service DNA ? understanding the role of services in building customer satisfaction ? Communications ? communicating clearly, succinctly and effectively Fortinet, Inc. ? Analytical Ability ? effectiveness in analyzing situations and identifying key issues ? Attention to Detail ? ensuring consistent quality in customer facing documentation and communications ? Business Acumen ? taking an analytical approach to business methodology ? Flexibility ? ensuring ability to modify and change based on business demands including potentially short term travel requirements ? Leadership ? drive to grow the team and the business and help others to achieve their goalsEducation, Languages and Skills ? Bachelors Degree or equivalent ? Additional languages a bonus ? Minimum 8 years of experience demonstrating management and leadership, in a professional services environment. ? Strong operational management, project management, consulting, technology and process improvement skills. ? Great operational, project management, consulting technology and process skills ? Excellent communication/presentation and negotiation skills #LI-PH1

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