Regional Service Director

Overview:
Every day, Imagine Communications is delivering billions of media moments all over the world - anywhere, anytime and on any device. Imagine Communications delivers innovative, end-to-end media software and networking solutions to over 3,000 customers in more than 185 countries, including the top broadcast facilities and the most technologically advanced sports and live-event venues.

A Bit About The Role:
Reporting to the Chief Customer Officer of Imagine Communications, the Regional Services Director will lead a team of professionals that provide project delivery and support services to our customers. The scope of work includes leadership over planning, installation, integration, technical support of Imagine’s products and customer engagement of these activities. You will liaise with external and internal project stakeholders, including senior technical engineers and system architects, to ensure delivery of project deliverables and program milestones, interacting on a regular basis with customers to provide status on project activities. Continuous improvement will also be an integral part of the role to ensure all Imagine Global Services processes, including SOW’s, metrics, reporting and risk mitigation procedures, are evolving to meet customer and organizational needs.
- Manage the deployment of Imagine products and solutions in both on premise and cloud environments, as well as the development of services that can be provided by the regional services Team
- Assist and run programs in support of local PM managing other complex projects, and, if necessary run projects.
- Provide technical support for Imagine products and solutions
- Assist sales in capturing new and recurring business, specifically supporting RFPs, Business & Technical Surveys, and “proof of concept’ trials
- Enhance project delivery performance and methods to enable projects and programs to be delivered efficiently, predictably, and successfully from start to finish, including:
- The review and gating of requests for new project work
- Manage cost, schedule and risk
- Ensure project scope is managed and pursue change orders as needed and appropriate
- Ensure consistent and timely communication to all relevant stakeholders to ensure transparency in process and progress
- Effectively predict future threats and opportunities that may impact program outcomes and collaborate with AU team members to develop/ implement recovery and contingency plans for off-schedule and unanticipated challenges
- Adhere to project management practices in the organization, and support and educate internal stakeholders (PLM, Engineering) regarding project management processes
- Provide strategic remediation and contribute to Portfolio/Program Governance for a culture of global continuous improvement based on lessons learned.
- Provide of variety of portfolio and financial reporting across our projects, manage project pipeline and provide program metrics

About You:

- Bachelor’s degree or equivalent experience coupled with 10 + years of project management experience and 5+ years’ experience leading other professionals, preferably in a software and technical environment
- Exceptional verbal and written communication skills coupled with ability to develop relationships and effectively manage internal and external stakeholders
- Demonstrated ability to onboard, coach, educate, and lead professionals
- Exceptional organization, planning and reporting capability - successful track record of working in a PMO, or similar function, delivering change to business software
- Experience of delivering change through the implementation of project and service processes
- Experience leading program managers, product specialists and technical support engineers
- Extensive experience of working on IT business system or Broadcast video projects
- Demonstrated ability to proactively identify problems, identify resolutions and drive to completion
- Experience with software methodologies such as Agile method preferred, SAFe Agile, SDLC and/or Prince 2
- Keen attention to detail and strong results-orientation
- Some travel may be required for the purpose of meeting with customers, stakeholders, or off-site personnel/management.

At Imagine Communications, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our customers, our employees, our products, and our communities. We are committed to providing an environment of mutual respect. Imagine Communications is proud to be an equal opportunity workplace and is an affirmative action employer, offering an engaging team-oriented culture and a competitive compensation and benefits package.