Regional Professional Services Manager

2 months ago

Riyadh, Saudi Arabia Fortinet Full time

Professional services within Fortinet, is an integral part of the Customer Success as a result the manager
will collaborate effectively with peers to grow services and customer satisfaction. The regional Manager
is responsible for Professional Services within their geographical region from a delivery and quality
perspective.

The manager is responsible for ensuring and developing the team’s capability to manage complex
customer projects. The primary goal is to ensure we delight our customers with a technically sound,
financially profitable, supportable implementation.

The manager should champion Professional Service capabilities and work in a collaborative manner with
the regional sales teams to drive opportunities. The manager is responsible for assuring a clear
mechanism to respond to queries from the field teams; assuring PS offers are consistent and match
customer expectations. They are also responsible for organizing regular updates to the field teams to
ensure a thorough understanding and maximized up-sell of services.

The manager should demonstrate leadership and assure communication skills within the team. This
involves ensuring training plans both technical and soft skills are in place and regular analysis of
customer feedback is to implement continuous improvements.

As a part of support to the field there may also be a requirement to be involved complex RFP responses
including the creation of be-spoke Scope of Work services. As a result the Manager should be aware of
the entire service portfolio to maximize value for customers even if the services are not specifically
Professional Services.

**Responsibilities**:

- Overall people management of a team of Consultants (including those dedicated to customers)
- Developing career and training plans for each work-type, to assure capability to deliver best in class

professional services
- Own headcount planning and hiring for team ensuring hiring to match demand (including taking into

account timings that may occur due to work visas) and attracting top talent
- Track customer satisfaction of project implementation including communicating directly with the

managers of the engineers resident on customer site
- Manage and oversee statements large (SoW), work breakdown schedules (WBS), for professional

service engagements ensuring consistency and tracking
- Acts as advisor to subordinates to assist in project delivery problems
- Assist in the development of operational KPIs for service delivery engagements and performs

business analysis of completed projects
- Implement methodologies to ensure minimizing Fortinet’s exposure and risk on projects
- Resolves and/or escalates issues in a timely fashion
- Understands how to communicate difficult/sensitive information tactfully
- Ensures methodologies are in place to strive towards an overall P&L and having clear analysis of

achievements (or non-achievements) which may be the result of other teams (such as Sales)
- Present Professional Services capabilities at customer events or on-site
- Develop a full understanding of Fortinet’s Service portfolio
- Escalate to management in appropriate timeframes any risks to the company or quarterly revenue
- Capable of working autonomously and making the right decision
- Collaborate with other Professional Services teams to learn and gain experience and assure overall

processes are aligned for the EMEA region.

Desired Skills & Experience:

- 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
- Analytical Ability - effectiveness in analyzing situations and identifying key issues
- Attention to Detail - ensuring consistent quality in customer facing documentation and

communications
- Business Acumen - taking an analytical approach to business methodology
- 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

Education, Languages and Skills
- Bachelors Degree or equivalent
- Project management experience or qualifications
- Additional languages support a bonus

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