Job Description:
The Global Customer Services Operations team is responsible for supporting the global Professional Services teams with resource management, systems administration and the provision of management information, as well as managing the processes and procedures to support them.
The Resource Manager is an integral member of the Global Customer Services Operations team. The primary objective of this position is to manage the allocation of the global resource pool against Kaleris global portfolio of projects. This includes matching project demands with skills availability, maximizing resource utilization, contractor utilization and the maintenance and governance around our PSA system and processes. The Resource Manager must also ensure that project resourcing is prioritized and managed in order to assure timely delivery and must communicate to appropriate Project Managers and department leaders resourcing issues that may impact scheduled deadlines. It is also required that this position enforce company processes by utilizing and requesting all Project Managers use proper procedures when requesting resources.
We are seeking candidates that are driven by exceptional performance in terms of financials, key metrics, internal and external customer satisfaction, and employee morale. Excellent organization and attention to details leads to excellent results.
Main job tasks/responsibilities:
The three key areas of responsibility are:
- Resource Management - The Resource Manager is responsible for ensuring optimal resource utilization of the Kaleris Professional Services, while maximizing overall revenue and contribution of the PS resources by working closely with the management team to assign resources to projects and negotiate schedules.
- Data Analytics – The resource manager is responsible for creating and providing data analytics related to the Professional Services organization, including key KPIs around utilization, revenue, bookings, time to value, and other key data points. Analytics
- Process Design – The resource manager also assists with process design for the professional services organization as it relates to the Professional Services Automation (PSA) software.
Additional responsibilities:
Prepare weekly/monthly/quarterly reports including exception reporting on project results and deliverables.
Set up/assist/review projects
Global oversight and responsibility for maximizing resources globally to meet revenue/utilization targets
Act as point of contact for resource booking confirmation, conflict resolution, and
development of solutions in support of business goals. Manage and resolve resource booking conflicts.
Assist with managing the overall utilization objectives and increasing utilization goals on the Professional Services team.
Run resource meetings to facilitate resourcing issues / conflict resolution with Professional Services project managers and appropriate department heads.
Monitor day to day bookings, resourcing, and utilization trends, identifying potential instances of underutilization and actively work with the Practice Leaders to address and solve those issues.
Work to resolve any issues regarding under or over allocations of current staff members.
Run staffing meetings with Professional Services management team to discuss all active projects and potential new business as well as to stay informed of potential issues such as resource and change control matters.
Act as subject matter expert on PSA tool (Certinia) topics
Provide data analytics for Professional Services using data from PSA and other sources
Provide expertise in data analytics and produce reports and KPIs via excel and other dashboarding tools, such as Power BI and Tableau
Employment Prerequisites
Bachelor’s degree required in business administration, information technology,
accounting, or related field required.
1-2 years resource management experience in the professional services software
solutions industry.
Experience (college or workplace) in capacity and demand management for professional services project management and customer delivery resource pools.
Experience (college or workplace) in data analytics, writing of complex reports, and producing data and KPI summaries using excel and other dashboarding tools such as Power BI or Tableau
Familiarity with Salesforce required.
Familiarity Certinia (formerly known as FinancialForce) or any other PSA tool
Assertive conflict-resolution and problem-solving skills.
Clear and concise communication in both written and verbal form.
Ability to be diplomatic or firm, when necessary, to drive business forward / obtain results.
Advanced knowledge of multiple project management tools and methods is an asset.
Experience in managing resources in a multi-cultural, geographically distributed services organization.
Kaleris is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Top Skills
What We Do
Kaleris is a leading provider of cloud-based supply chain execution and visibility technology solutions. Many of the world's largest brands rely on Kaleris to provide mission-critical technology for yard management, transportation management, maintenance and repair operations, terminal operating systems, and ocean carrier and vessel solutions. By consolidating supply chain execution software assets across major nodes and modes, we address the dark spots and data gaps that cause friction and inefficiency in the global supply chain.
