Professional Services Manager

**Location**:Spain, Italy or Portugal

**Language/s**:Fluent English + other Southern European language (Spanish, Italian, Portuguese) welcome

Professional services within Fortinet, is an integral part of the support and services organization, as a result the manager will collaborate effectively with peers to grow services and customer satisfaction. The Professional Services Manager is responsible for a team of engineers dedicated to delivering Professional Service activities either on site or remote to all sorts of accounts. The position requires an individual with negotiation, written and verbal communication skills with a structured approach focused on the Customer. The Manager should have a background and proven track record in services, people management and delivering services to strategic accounts.

The Professional Services Manager is responsible for managing the professional services portfolio, from offer creation to customer acceptance, including traditional SOW-based services, packaged services, staff augmentation services. The PS Manager is responsible for implementing best practice methodologies to meet schedule, financial and quality objectives.

**Responsibilities**:

- Overall people management of a team of technical professional services engineers; hiring, developing career and development plans to ensure we are the best in class.
- Provide strategic direction and leadership to the team, promoting and enabling cross functional work within Fortinet service and support teams.
- Develop a thorough understanding of all customer engagements (business objectives, project scope, and technical requirements). Manage the execution of project work plans and revise as appropriate to meet changing needs and requirements. Oversee the development of consultants, statements of work SOW, WBS, and overall project schedules.
- Drive continual process improvements to achieve business goals and maximize customer satisfaction, implementing methodologies to minimize risk
- Own success by assuring the quality of the services delivered, through building strategic relationships at the customer, creating clear process and conducting regular reviews.
- Address any customer satisfaction issues across the customer base including the tracking and management of corrective actions
- Own within Professional Services the pre-sales engagement phase (including renewals), to ensure, that the service matches or exceeds the customer’s expectations.
- Understand how to communicate difficult/sensitive information tactfully
- Escalates to management in appropriate timeframes any risks to the company or issues that could impact customer satisfaction.
- Work with third party companies to supplement resource if required. Ensure if third party resource is used this is seamless to the Customer
- Developing and managing our pricing model and billing procedures.
- Accurately forecasts revenue, profitability, margins, bill rates and utilization. Determining appropriate revenue recognition, and ensuring timely and accurate invoicing.
- Remains up-to-date on technology and drivers in the market-place.

**Requirements**:

- 8+ years’ experience working in services with network and/or security products.
- 3+ years’ experience working in the Professional Services arena.
- Experience working closely with Large Enterprises, Public Sector organizations or Service Providers
- Outstanding oral and written communication skills in English. Spanish, Italian or Portuguese an important plus.
- Demonstrated experience in personnel management.
- Experience at working both independently and in a team-oriented, collaborative environment is essential.
- 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
- 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 goals
- Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
- Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.
- Excellent conflict resolution skills.
- Travel (up to 15%).

**Education**:

- Bachelor Degree in a related field

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