Professional Services Manager

Job Overview

The Professional Services Manager leads Professional Services teams which deliver advisory services, consulting and custom testing services. Together, these functions transform clients into loyal partners, maximizing retention and expanding commercial relationships. The PS manager has overall responsibility of the PS organization to deliver the target PS revenues with a target PS profitability. This is a data-driven role.

Duties

• Responsible for overall Team Leadership, PS Delivery & Revenue, and Financial Philosophy & Profitability
• Define clear work processes, quality standards, and escalation workflows
• Set team objectives, monitor performance, provide continuous feedback
• Foster culture toward client focus, accountability, and continuous improvement
• Lead and manage multiple client service teams, ensuring high performance and adherence to quality standards
• Develop and implement strategic plans to enhance service delivery, efficiency, and client satisfaction
• Oversee project management activities, including planning, execution, monitoring, and reporting of client projects
• Foster cross-functional collaboration among sales, finance, PS teams, Project Managers, and Team Leaders
• Utilize analytics tools to track performance metrics, identify areas for improvement, and make data-driven decisions
• Coach and mentor team members to develop their skills in customer service management, negotiation, and technical proficiency
• Manage client communication channels effectively, ensuring timely resolution of issues and proactive engagement

Experience

• Minimum 5 years of experience in leading Professional Services team(s) in a Professional Service company
• Proven track record in leading high-performance PS team(s)
• Exposure to managing B2B / enterprise client relationships
• Background in Printing Industry is a significant advantage
• Strong project management background with the ability to coordinate multiple initiatives simultaneously
• Demonstrated expertise in client services, customer experience strategies, and managing customer relationships
• Proficiency in Microsoft Office suite (Word, Excel, PowerPoint): familiarity with analytics tools is a plus
• Excellent communication skills—both verbal and written—with the ability to negotiate and influence client relationships at all levels
• Strong analysis skills for interpreting data trends and making informed decisions that improve team performance and client outcomes

Key Competencies

• Client orientation and ownership of experience
• Financial Acumen (costs, margins, hourly rates, billability, cost prices per hour)
• Complex project management
• Ability to analyze operational data
• Proactive problem-solving and solution building
• Clear communication under pressure

Useful Knowledge

• Basic understanding of market research processes
• Good understanding of Professional Services metrics
• Ability to read and interpret operational data and data driven decisions
• Ability to create and present clear executive reports for leadership

Job Type: Full-time

Education:

• Bachelor's (Required)

Experience:

• Professional Services: 5 years (Required)

Work Location: Hybrid remote in 1011 Amsterdam Centrum (1011)