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Implementation Services Manager in Crouseilles at ProQuest

Date Posted: 2/1/2018

Job Snapshot

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Job Description

The Implementation Services Manager oversees services and activities for implementing Ex Libris solutions and manages a team of Implementation Consultants who helps customers primarily in EMEA to implement Ex Libris products. This includes consultancy services, system analysis and configuration, web training, workshops, system and implementation support, performed in direct communication with customers and as part of a project team led by an Ex Libris Project Manager. The Implementation Services Manager develops and guides the team to provide consistent high quality services and ensure excellent customer satisfaction with our projects. This includes continuously reviewing and adjusting the Ex Libris implementation methodology and tools to meet our business needs, in cooperation with peers in the EMEA Professional Services Team and in the Global Professional Services Team. The Implementation Services Managers will be involved in customer facing activities escalations management, user group meetings and selected implementations.

The Implementation Services Manager is also involved in Sales and Presales activities like services quotes and descriptions and provides consulting for specific questions in the Sales process.

Duties and Responsibilities:

  • Overall responsible for delivery of high quality implementation services for Ex Libris solutions provided by his/her team to customers across EMEA
  • Manage a team of Implementation Consultants, providing strategic leadership, oversight and expert guidance to the team
  • Manage prioritization of team assignments and staff resource allocation and utilization, in coordination with the PS management team
  • Coordinate and manage escalations from the implementation team and customers, ensuring that appropriate resources are allocated to resolve issues, risks to project timelines or success are mitigated, and customer satisfaction is achieved
  • Represent the implementation team internally, as a focal point for all matters related to implementation methodology, relevant product updates, product issues impacting implementation success and customer satisfaction, projects status, etc.
  • Represent the implementation team externally, working with key customer accounts or prospects as needed, at all levels within external organizations
  • Performs regular review of efficiency and effectiveness of processes and procedures, runs lessons learned and initiates improvement processes in collaboration with the EMEA and Global Professionals Services colleagues.

  • Contribute to the development and improvement best practices; coach team to comply with and further contribute to defined procedures and systems to perform and document implementation tasks
  • Work with VP Professional Services and Global PS Leadership teams to develop, measure and report KPIs to drive improvement in implementation efficiency and customer outcomes
  • Participate directly in selected, strategic or complex projects
  • Coordinate extensively with other Ex Libris teams including Product Management, Delivery, Development, Cloud Services, Installation, Support, Sales and other regional Professional Services teams
  • Maintain close cooperation with the other managers within PS EMEA and globally, especially with the Implementation Manager for Special Projects as well as the Lead of Project Management
  • Provide reporting on team’s activities and achievements
  • Contribute to PS-related Presales and Sales Support
  • Occasional travel is required
  • Other duties as required

Ideal Qualifications:

  • B.A./B.S. degree or equivalent technical training
  • A minimum of 5 years of relevant experience in library or related field
  • A minimum of 3 years of direct supervisory management experience
  • Experience with cloud-based or Software as a Service (SaaS) products
  • Customer service experience in a library or other business/technical setting
  • Background in library workflows/standards strongly preferred
  • Previous implementation experience with Ex Libris products is desirable

  • Excellent oral and written communication skills with the ability to communicate effectively at all levels of an organization.

  • Advanced project and business reporting skills and experience.

  • Strong analytical and technical skills.

  • Ability to handle large amounts of information, learn new technology quickly, and keep up with rapidly changing products and processes.

Ancillary Qualifications:

Qualifications listed below, while not necessarily a requirement for this position in each circumstance, provide additional depth and value to the role.

  • Master’s degree in library/information science or related field.

Other important information about this position:

  • This position is typically based in an European corporate office location.
  • Occasional travel is required.
  • This position requires weekday (Monday - Friday) attendance with some scheduling flexibility available around core working hours.
  • Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.

The preceding job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to provide a general overview of the expectations and responsibilities of this position. As the nature of business demands change, so may the functions of this position. Additional duties and responsibilities may be assigned.


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