Head of Professional Services

Description

Head of Professional Services

The Gladstone Way

It's not WHAT we do, it's WHY we do it

At Gladstone we are all about progression and constantly challenging and developing ourselves as individuals, as a company and ultimately as an industry. Inspiring our industry to innovate and to maximise the part that technology can play in getting more people, more active, more often. 

Constantly Challenging

We are the Thought Leader for the market. Challenging norms and perceptions to ensure we remain at and often define the cutting edge of technology within the industry. We pride ourselves on being innovative with our software and solutions to influence and drive the changing industry needs.

Win-Win

Our solutions and services focus on enabling our customers to achieve commercial success. By supporting our customers in growing revenues, reducing overheads and driving participation we will secure our status as a key strategic partner and ensure we remain an irreplaceable asset for their organisation.

Great People

This philosophy would not be possible without a team of great people. We champion Growth from Within, both for individuals to challenge themselves to grow, seize opportunities and develop further than they may have thought possible, whilst also investing in our awesome talent as the future leaders of our business and industry. 

POSITION:

Reporting to the Chief Operating Officer, you will have responsibility for overseeing the Professional Services teams to ensure that all delivery elements of customer orders are completed to the highest of standards. You will work with Team Leaders across Project Management, Technical implementation, Training and Business Intelligence to coach, empower and enable them to as a team, deliver on company goals.

Gladstone are on a journey, and the successful candidate will need to inspire and lead our Professional Services team through a series of changes over the coming years as we migrate our 400 customers from on-premise to Cloud Native software solutions. This will require reimagining the services that we sell; introducing new service streams and ensuring that these complement a forward-thinking Cloud Native software provider and that our Professional Services revenue is maintained. It will require you to be extremely comfortable with a shifting landscape, including developing and providing the requisite skills via upskilling, training, and recruitment to inspire confidence in a team who are crucial to the success of this transition. 

The post requires strong multi-tasking, organisational, interpersonal and leadership skills with demonstrable evidence of motivating and planning, as well as the ability to forge strong relationships with all stakeholders. We’re looking for an individual who can take Gladstone’s Professional Service provision to the next level, with the confidence and ability to define and create what this looks like and the capability to then work both internally and externally in order to deliver on their Vison.

JOB RESPONSIBILITIES:

Position Overview:

Reporting to the Operations Manager, the Head of Professional Services will oversee our Professional Services teams, ensuring all aspects of customer delivery are executed to the highest standards. This role requires a leader who will guide our transition to Cloud Native solutions, embracing and leading change, driving innovation in service delivery whilst ensuring operational excellence.

Responsibilities:

Strategic Leadership: Develop and execute the department's strategic direction, aligning with broader company objectives. Lead the transformation of the Professional Services team to support cloud-native solutions

Operational Excellence: Ensure efficient execution of projects, continually optimising team performance, utilising relevant tools and techniques, and passionate about customer satisfaction

Change Management and Innovation: Spearhead change initiatives and foster an innovative environment to develop new solutions and services

Stakeholder Engagement: Maintain strong relationships with all stakeholders, reinforcing Gladstone's position as a strategic partner

Leadership and Development: Cultivate a high-performing team, focusing on skill enhancement and career development

Financial Management: Oversee budgeting and resource allocation, ensuring financial targets are met and providing regular operational metrics

Planning: Ensure resourcing is in line with the needs of all stakeholders and plan day-to-day availability in line with operational needs and financial forecasts

Teamwork: Work with the wider Operations Leadership team and cross-functional teams to ensure company goals are optimised.

Qualifications & Experience:

Proven Leadership : Demonstrated leadership within a professional services or consultancy team, preferably in a technology-driven environment such as software or leisure industries

Change Management and Business Transformation : Strong capability in managing significant organisational changes and driving business transformation with a methodical approach to problem-solving

Communication and Influence : Exceptional interpersonal and communication skills with highly developed negotiation abilities, capable of influencing others and building strong working relationships with clients, colleagues, and third parties

Innovative Thinking and Agility : Ability to develop innovative ideas and solutions, confidence to challenge the norm, and use organisational agility to deliver against corporate goals

Drive and Motivation : Results-driven and self-motivated, with a ‘can do’ attitude, resourceful, and keen to learn and share knowledge

Teamwork and Responsibility : Good team player who is also willing to take personal responsibility for resolving issues
Customer and Quality Focus : Quality and customer-focused, with the ability to prioritise and maintain attention to detail

Commercial and Financial Acumen : High level of commercial acumen paired with a solid understanding of IT systems and strong financial skills

Decision-Making : Evidence of the ability to make decisions and execute action plans in a controlled and organised manner.

Your personal characteristics will include:

Communication and Motivation : Exceptional communication skills, capable of delivering clearly and confidently both in person and in writing, and motivating stakeholders internally and externally

Innovation and Continuous Improvement : A creative and innovative thinker who is open to new ideas and committed to continuous improvement

Networking and Relationship Building : Strong networking skills, with the ability to build effective relationships at all organisational levels

Drive and Determination : Energetic, motivated, and enthusiastic with a "can do" attitude; driven to complete goals and targets with perseverance and integrity

Experience and Leadership : At least 2 years of proven experience as a manager or senior manager within a software business, skilled in managing multiple conflicting priorities in a fast-paced, high-pressure environment

Commercial and Customer Focus : Understands the need to balance commercial success with customer satisfaction and employee engagement, comfortable with financial and performance measurement

Attention to Detail : Excellent attention to detail, ensuring quality in all aspects of work.

This position aims to attract a candidate who is not only skilled and experienced but also passionately aligned with Gladstone’s mission and values. The selected candidate will play a critical role in steering the Professional Services department through a pivotal transition, ensuring that Gladstone remains at the forefront of the industry.

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More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

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