Professional Services Operations Specialist

We are seeking for a detail-orientated and proactive Professional Services Operations Specialist to join the IMS MAXIMS team!

In this role, you will be responsible for supporting operational processes to ensure the division operates smoothly and efficiently. Duties include executing operational tasks, maintaining data accuracy, scheduling resources and services promptly across the Professional Services and other departments. With close collaboration with the finance team to support broader objectives set by the Professional Services Manager. The ideal candidate excels in ambiguous situations, constantly seeks clarity and improvement, and is adept at managing a dynamic, complex work environment.

Role: Professional Services Operations Specialist

Location: Remote (with up to 25% travel required for projects, customer meetings, company events, and team meetings at our Milton Keynes (primarily), Dublin, and Suceava offices.)

Type: Full-time, permanent

 

Education and experience

  • Bachelor's degree required, preferably in Accounting, Statistics, or Business Management.

  • Demonstrated progressive experience of minimum 3 years in a Professional Services Operations or similar role for a software development company.

     

Key responsibilities

Operational and process support:      

  • Run weekly time reports to estimate ETC, revenue; identify any resource or revenue corrective actions that are required to meet/exceed monthly target.

  • Coordinates with different departments (Commercial, Engineering, Product) to achieve optimal productive work Is executed across the board.

  • Review orders mailbox on daily basis and update the Professional Services system and engineering system for project/services set-up.

  • Monitor and remind consultants to submit their time entries and expenses, assisting in generating necessary reports for the Finance department. 

  • Track project milestones to ensure timely invoicing. Coordinate with finance team to issue invoice requests promptly, ensuring accuracy and alignment with project contracts.

  • Support the PS and engineering in budgeting processes and provide necessary data and insights. 

  • Analysing current workflows and implement streamlined solutions that eliminate inefficiencies and improve productivity. This involves mapping out processes, collecting data, and using analytical tools to find areas needing improvement.

Onboarding and contract management

  • Schedule resources for projects driving for 65% billable utilisation while providing excellent customer service. 

  • Support the customer satisfaction process, ensuring timely feedback collection and reporting.

Scheduling and customer feedback management

  • Schedule resources for projects driving for 65% billable utilisation while providing excellent customer service. 

  • Support the customer satisfaction process, ensuring timely feedback collection and reporting. 

Secondary responsibilities

  • Assist in executing the operational objectives set by the Professional Services Manager, ensuring they align with the business goals of the Professional Services department and the wider company when/as needed.

  • Continually provide suggestions to business and reporting processes that keep up with the changes in the organisation.

  • Ensure compliance with Industry standards and Internal policies to mitigate operational risk.

  • Assist in organising and executing training initiatives, staying updated with the latest tools and processes.

Knowledge, skills, abilities

  • Thorough knowledge of project management tools (Trello, Clarizen, JIRA) or other CRMs.

  • Strong understanding of resource management principles and experience with scheduling tools.

  • Strong MS Excel skills Including experience with pivot tables, analysing data and formatting data, use of formulas, charts, etc.

  • Professional Services Automation (PSA) tools experience recommended (OpenAir, Sage Business Cloud Intacct).

  • Previous experience in a data-driven, analytics centric role.

  • Working understanding of Professional Services cost structures, budget planning and financial analysis.

  • Understanding in implementation of product solutions.

  • An ability to handle multiple tasks simultaneously and within tight time constraints.

  • Proven ability to think laterally and come up with innovative solutions for software product implementations.

  • Proven ability to work through problems with different groups achieving positive outcomes through collaboration.

  • Ability to work on multiple projects.

Key characteristics

  • Enjoys being part of a team

  • Enthusiastic about customer and team success

  • Flexible in the face of change

  • Proactively collaborates

What we offer

We provide a comprehensive benefits package for our staff. In addition to base salary, here’s what else you can look forward to when you join our team:

  • Workplace pension

  • Private medical

  • Gym membership

  • Life assurance

How to apply

At IMS MAXIMS we believe an inclusive culture that embraces diverse perspectives will enable us to make more effective decisions in line with our purpose. This is why we are looking for the best, whoever they are. We encourage candidates from all backgrounds to apply. All applicants will be subject to pre-employment checks.

Please email your CV to recruitment@imsmaxims.com.

Join us in our mission to transform healthcare and make a real difference in people's lives!

IMS MAXIMS