Professional Services Manager

Position Title:
Professional Services Manager

Reports to:
National Sales Director

Location
: Brisbane/Sydney

Role Purpose:

This role exists to shape and advance the strategic vision of Baidam's professional services, ensuring the highest standards of delivery and operational excellence. By placing client satisfaction and delivering successful internal and partner-led projects, this role is pivotal in driving growth and maximising impacts within the team.

"Glass Balls":

When juggling all aspects of your role, "glass balls" need to be kept in the air and cannot be dropped. These are the absolute priorities that define success in your role:

• Ensure seamless delivery of cybersecurity solutions through effective planning, resource management, and the implementation of governance controls.
• Develop, implement and deliver on all milestones in line with the Professional Services strategy.
• Ensure that high-quality project outcomes are delivered with timely execution and optimal profitability.
• Respond to evolving market needs, actively identifying growth opportunities and new capabilities, that translate to measurable value within Baidam.
• Build, mentor, and retain a high-performing technical team, fostering a collaborative and learning-focused environment that supports growth.
• Champion client relationships and build strategic partnerships to generate new business opportunities or connections.

The "Rubber Balls" - BAU

Business as usual responsibilities mean routine, ongoing tasks and duties that are essential to keeping your core functions and daily operations running smoothly and efficiently. These include the following:

Practice Leadership & Strategy

• Conduct strategic planning sessions with leadership and develop quarterly service road maps to align key priorities to business objectives.
• Review and refine delivery methodologies, including benchmarking service standards against industry best practice and updating collateral such as catalogues and play books.
• Track utilisation rates and conduct resource forecasting.
• Conduct post project reviews to identify improvement areas.
• Investigate and recommend automation tools and governance frameworks.
• Partner with Sales, Pre Sales and SOC teams including attending client presentations and proposal reviews in order to align capabilities with emerging customer needs.
• Propose recommendations and new capabilities to the leadership team based on pipeline insights.

Performance Metrics

• % of agreed milestones met
• Utilisation Rate (billable hours vs available hours) and variances
• No. of recommended capability or improvements implemented

Delivery Management

• Review project dashboards and timelines to ensure milestones are on track
• Update project status reports and flag issues/escalate to leadership when required
• Conduct daily meetings and communications with delivery teams to ensure alignment.
• Monitor client communications and respond to queries promptly.
• Allocate resources to active projects based on skill and availability to best optimise workload.
• Liaise with partner vendors for capacity planning and review/confirmation of SLAs
• Establish governance standards such as audit compliance, documentation requirements, templates and checklists.
• Host quality assurance reviews before client deliverables are provided ensuring scope and timelines are adhered to.
• Manage technology escalation and risk mitigation, including coordinating with technical leads to resolve high risk incidents and communicating with impacted stakeholders.

Performance Metrics

• Timesheets approved in full, on time with billing accuracy
• % of projects delivered in full on time, within scope
• QA review completion rate
• Critical issue resolution time

Team Leadership and Development

• Lead and mentor others by setting clear direction, goals and priorities for each individual and the team.
• holding daily or weekly check ins, coaching sessions and regular performance reviews.
• Provide real-time guidance on challenges throughout the project lifecycle and share best practice tips with the team.
• Foster a learning-focused culture by providing constructive feedback and identifying and addressing performance gaps.
• Encourage peer-to-peer knowledge sharing within the team and general business and encourage others to share industry trends or tools to spark discussion.
• Actively support with all initiatives around recruitment, interviewing and assessing, inductions, onboarding, probation, retention.

Performance Metrics

• Number of structured mentoring/coaching sessions held per month
• Team knowledge-sharing initiatives implemented and participation rate
• Succession planning of key roles
• Career development plans in place for all team members

Client Satisfaction & Business Development

• Maintain strong client relationships by regularly monitoring client accounts, responding to queries and scheduling proactive check ins
• Support Business Development efforts including assisting with proposal input or reviews, client presentations and attendance at applicable events or opportunities.
• Analyse feedback both internal and external, to identify trends and present these key themes to the leadership team.

Performance Metrics

• 95% of client queries responded to within SLA
• Proposal review completion rate %
• 2 client presentations attended per month
• Quarterly recommendations report submitted for leadership review
• New leads or proposed $$

Expected Behaviours and Competencies:

• Extensive professional services experience, with demonstrated experience leading teams and delivering complex technology projects.
• Deep knowledge of cybersecurity solutions and compliance standards.
• Background in delivering solutions to enterprise and government clients and experience translating goals into actionable plans.
• Outstanding organisational, communication, and stakeholder management skills.
• Natural people person who is a confident communicator with strong interpersonal skills.
• Proven capability in mentoring, motivating, and empowering technical teams.
• Analytic mindset to handle challenges and develop strategies as needed to optimise outcomes.
• Upholds professional standards and acts with integrity, consistently honouring commitments to clients and ensuring outcomes are delivered as agreed.
• Commercial mindset and a comprehensive understanding of the financial drivers that can be leveraged to achieve good business results.
• Demonstrates resilience and proactive leadership in fast-paced settings.
• Industry and vendor certifications highly regarded.