Director of Professional Services in Manchester

Location: Manchester (Hybrid working/2 days on site)

Start: ASAP

Who we are:

Founded in 2003, Mobysoft provides data-based insight solutions to a wide range of social housing clients, supplying technology to help landlords to improve their income-collection processes for the good of all involved. Mobysoft delivers two market-leading products, which help keep tenants housed in a home they can enjoy and simultaneously improves rent collection for the long term good of the organisation.

Our vision is working towards a world in which intelligent technology significantly improves the quality of life for people who live in social housing and our mission is delivering accurate actionable data insights that help social housing providers to deliver a more consistent and equitable service.

Role Overview

A member of the Operational Management Team (OMT) with operational responsibility for the ongoing development, delivery and commercialisation of quality delivery and valued support services to clients. The role encompasses leadership, collaboration and coaching, commerciality, financial management within delegated responsibilities, and a passion for delivering value to clients.

Key Accountabilities, Activities and Decision Areas

• Managing a complex portfolio of implementations, migrations, and business transformation. These programmes of work are strategically critical to the business and require management across multiple internal and external functions and stakeholders.
• Operational leadership for professional services including project delivery, technical implementation, product optimisation and customer service.

Functional Accountabilities

• Project and Programme Management
  • Deliver a complex portfolio of projects, prioritise effectively, assess, and manage risk.
  • Maximise customer and business outcomes and satisfaction as demonstrated through financial and operational KPI’s.
  • Confidently use programme management tools and techniques that are appropriate for the situation, partnered with dynamism and flexibility in order to achieve the right outcomes.
  • Identify and manage dependencies across teams and disciplines, ensuring that stakeholders understand critical paths through projects and delivery management.
  • APM (PMQ/MSP or higher) accreditation highly desirable.
• Relationship Management
  • Develop and maintain relationships with key customers, stakeholders, and partners.
  • Operational leadership of the Professional Services team.
  • Identify opportunities for revenue growth and work with sales and marketing teams to capitalise on these opportunities.
  • Collaborate with product development teams to ensure customer feedback and requirements are incorporated into product development roadmaps.
  • Provide valued contribution to the wider Operational Management Team (OMT).
• Technical
  • Experience and/or understanding of common enterprise architectures, technologies, tooling and principles, including but not limited to, data mastering, ETLs, information security, workflows, SQL scripting, APIs, process modelling, Service Desk and insight visualisation.
• Commercial
  • Positively contribute to the business revenue and gross service margin as well as broader support for key metrics relating to ARR and EBITDA.
  • Lead on productising, promoting, pricing and positioning of solution offerings and services.
  • Work with commercial leadership to implement and drive commercial impact from partnership agreements.
  • Operate within required cost centre parameters.
• People Management
  • To lead, manage, and motivate the team by:
  • Leading, managing and inspiring the team to promote team working, continuous improvement and learning.
  • Proactively drive employee engagement initiatives across the team leading to a positive Employee Net Promoter Score (eNPS).
  • Coaching direct reports in appropriate leadership and management techniques to ensure required culture is embedded across the department.
  • Ensuring the appropriate application of HR policies and procedures in the department e.g., sickness absence management processes, dignity at work, discipline & grievance, etc.
  • Agreeing and monitoring performance targets for direct reports, challenging and dealing with non-performance.
• Teamwork
  • Works collaboratively with others and identified opportunities for continuous improvement across all areas of the business.
  • Contributes positively to team meetings and takes personal ownership for the delivery of team actions.
  • Creates opportunities for others to be successful and helps them to achieve their potential.
• Innovation and Change
  • Supports innovation across the organisation, conceptualising and creating new approaches.
  • Positively embraces new standards and ways of working.
  • Evaluates the external environment; recognises political, regulatory, market, technological and commercial needs to innovate.
  • Creates a supportive environment of continuous improvement where people are encouraged to learn from their mistakes.
• Financial Management, Risk & Health & Safety
  • Being accountable for achieving financial targets and reporting results where appropriate.
  • Ensuring cost effectiveness of department.
  • Ensuring full compliance with Health and Safety procedures especially concerning Serious Untoward Incident’s and that investigations are undertaken openly and effectively with any resultant learning being shared with the organisation.

Values and Self Development

• Role models the organisation’s culture of diversity in all its forms including diversity of thought processes.
• Acts in accordance with Mobysoft’s values at all times and promotes these both internally and externally.
• Takes ownership of own personal and professional development.

Skills and Qualifications Required

• Experienced in IT project delivery, governance and data migration.
• Career experience in technology, data, and digital transformation.
• Proven experience in working for a fast-paced product-led tech business, adept in agile delivery strategies, planning and quality methodologies.
• Confidently manage stakeholder expectations, as well as negotiate with 3rd party suppliers and all associated communication.
• Experience of implementing a programme delivery framework including structure, procedures, and best practice.
• Excellent communication and presentation skills with the ability to interact with all levels of the organization and external stakeholders.
• Demonstrated ability to work in a fast-paced, rapidly changing environment and manage multiple priorities and projects simultaneously.
• Previous experience of a PE backed SaaS environment (Desirable).
• Previous experience of Housing Associations or Public Sector customer base (Desirable).

Behaviours

• Curiosity / Innovation / Proposition-focussed.
• Execution Drive / Goals Orientated / Self-starter.
• Customer-Centric values.
• Continuous Self-Development and Developer of People.

Competitive salary and rewards package including: - Private Health care, 4 x salary Life cover, 25 days annual leave, increasing to 28 after 3 year’s service salary sacrifice pension scheme and much more.

Inclusion

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process - please contact us to request accommodation.

If you are interested and would like to know more then please apply to simone.ryan@mobysoft.com or via our careers page. Please note that we are not working with any external Agencies for this position.