Manager, Residency Services

Manager, Residency Services

The Manager, Residency Services reports to Director of Professional Services. Responsibilities include identifying new residency services sales opportunities in a direct sales role, supporting the Red River sales organization in an overlay sales role, managing and developing a team of Red River employees and contractors working in the field as active residents, and managing operations and fulfillment on awarded task orders / purchase orders. Qualifying opportunities by matching the customers' requirements to Red River's capabilities, time frames, and budgets, properly engaging Red River resources, and adhering to established pre-sales and post-sales tasks and responsibilities processes. Participating in training and other company-mandated events, conferences, and certification classes. Consistently meeting your sales targets. Establishing and maintaining solid relationships with customers and partners, being responsive to their needs, and leading the effort to solve any problems affecting the relationship. Building strong working relationships with your fellow Red River colleagues, being responsive and respectful of their needs, and helping us further our corporate mission, values, and objectives. Red River's residency services manager will be responsible for our residents' growth and operational management in the field full-time for the project's duration for any given customer. The overall mission of residency services is to place consultants with required subject matter expertise onsite with the customer. The customer will direct their day-to-day activities. Residency Services consists of dedicating full-time resources to one customer mission or project. The goal is to land and expand the customer account with more growth-focused on the customer's infrastructure and application deployment / operations. The end goal is to contribute to the customer's IT strategies, so Red River is considered a trusted advisor in IT support. In addition, residency services offers predictable recurring revenue for planning and forecasting.

Primary Position Tasks : Create and lead residency services practice that deploys dedicated engineers, project managers, and business analysts to federal, sled, and commercial customers across the globe. Grow line of business organically, independently, and along with the sales team. Manage the profit and loss of the practice as its own cost center. Manage field operatives working at a full time, or 100% utilization less time off. Leverage SKU-based residency services to OEM equipment purchases so customers can easily transact services based on equipment purchases. Build and maintain service credits for residency services that will enable customers to find ways to purchase services in advance quickly and easily. Often these credits are within a certain purchasing threshold so customers can quickly make purchases so that their internal processes are right-sized. Build and lead the process of partnering with OEMs (such as VMware and Cisco), by which Red River was slotted as a preferred sub-contractor for resident engineers to be embedded with the OEM delivery teamscommonly known as the "Red Badge" program. Lead to repeatable revenue average of 30% GP. Build and manage residency project management office to manage customer expectations around delivery which includes but is not limited to : tracking engineering burn rates for time and material projects, ensuring successful delivery of contractual documents for firm fixed price contracts, timely and accurate invoicing to customers and sub-contractors. Report on sold as margin (GP%) and delivered as margin (GP%) using estimate to complete (ETC) calculations and estimate at completion (EAC). Ensure the consistent, repeatable process of project kick-off, document deliverables, project status reporting, deliverable documents (requirements gathering, design, testing, and as-built), and escalation paths. Work with sales and capture to build SOWs, LOEs, pricing, and proposals for all sales verticals. Train project managers on technical solutions. Reports revenue, utilization, certification levels, and risk to the executive team (C-suite). Team with business development on programmatic pursuits. Build process by which large-scale data calls are made from large partners for hundreds of labor categories for federal programmatic pursuits. Write to RFI and RFPs for all commercial, federal, and sled that had residency services scoped into the response. Ability to develop quarterly and yearly goals for fiscal year planning. Support internal engineering team with non-residential work. Lead effort for residency services to be CMMI compliant and meets regularly with the quality team to ensure continued compliance. Build an extensive network of recruiting partners so that residents can be quickly sourced to meet rapid customer demands. Supervise a team of direct reports, consisting of consultants, systems engineers, and operations support staff.

Minimum Education / Certification / Experience Requirements : Requires a bachelor's degree or equivalent experience. Knowledge of ITIL v4 foundations and PMI methodology. At least eight years in sales and / or operation management. Familiar with a variety of markets, including federal, sled, and commercial. Experience as part of a VAR within the past five years. Able to forecast revenue and profit monthly, quarterly, and yearly.

Preferred Education / Certification / Experience : Certification in ITIL v4 foundations. Certification in PMP. Operational leadership experience within the past five years. Continuous improvement in delivery and processes. Able to work autonomously and close deals independently.

Knowledge, Skills, and Abilities : Ability to multi-task. Proficiency in Office 365, CRM, Costpoint, and Smartsheet. Ability to lead and develop a team.

Basic Qualifications : U.S. Citizenship required.