Professional Services Manager

Lead service excellence. Develop strong teams. Deliver lasting customer value. Join Ascom as a Professional Services Manager and lead multiple teams delivering scalable, high-quality, customer-focused services. Reporting to the Head of Professional Services (Region/Big Organization), you will turn regional strategy into actionable delivery plans, align resources and processes, and drive operational excellence. This role combines people leadership, technical delivery oversight, and commercial accountability—ideal for someone who enjoys developing team leaders, solving complex delivery challenges, and strengthening customer relationships. Why This Role Matters You will connect strategy with day-to-day delivery, helping teams consistently meet customer needs while balancing capacity, quality, and financial goals. With responsibility for multiple teams totaling 20–40 full-time employees, including team leads, you will influence customer satisfaction, long-term retention, and service performance across your assigned country and regional scope. The role includes partial profit-and-loss ownership and responsibility for CHF 10–20 million in annual net revenue, with accountability for utilization, delivery margins, and forecast accuracy. What You’ll Own

• Translate the strategic direction set by the Head of Professional Services into operational plans aligned with corporate objectives.
• Lead, coach, and mentor team leads, building strong teams and developing organizational capability.
• Oversee resource allocation and capacity planning across teams and projects; partner with HR on recruiting, onboarding, and workforce planning.
• Standardize delivery processes and key performance indicators to improve quality, consistency, and efficiency, and serve as the escalation point for major delivery issues and customer concerns.
• Track and report utilization, delivery margins, and forecast accuracy; work with Finance and the Head of Professional Services on budgeting, cost control, variance analysis, and corrective actions.
• Drive continuous improvement, digitalization, and effective use of ERP and project management tools, including D365, Jira, and ServiceNow, to improve transparency and scalability.
• Partner with Sales on strategic bids, validating delivery feasibility, resource requirements, and alignment with operational capabilities and margin targets.
• Align priorities across Sales, Finance, Operations, Service, and key customers; represent Professional Services in senior customer meetings and governance discussions.
• Anticipate and mitigate operational risks, and implement transformation initiatives that support efficiency, scalability, and strategic goals.
• Promote best-practice exchange, knowledge transfer, and international collaboration across the global Professional Services organization; support regional strategy alignment and global initiatives. What Sets You Up for Success
• Bachelor’s degree in Business Administration, Engineering, Computer Science, or a related technical field.
• 6–10 years of experience managing complex, customer-facing technical projects or service delivery portfolios in IT, telecommunications, or healthcare.
• 3–5 years of leadership experience managing multidisciplinary and cross-regional teams, including hiring, coaching, and performance development.
• 3–5 years of demonstrated ownership of financial performance, such as EBIT, utilization, and forecast accuracy, including responsibility for resource planning and delivery KPIs.
• 3–5 years of experience contributing to or leading bid support, commercial validation, and sales-driven project design for strategic customers.
• Strong methodological knowledge of project planning, risk governance, and cross-functional resource coordination.
• Proficiency in ERP and project management systems such as D365, MS Project, Jira, and ServiceNow, with the ability to guide consistent tool usage and governance across teams.
• Advanced understanding of complex solution integration, scalability, standards compliance, and implementation approaches, with the ability to guide teams across Ascom’s solution portfolio and internal workflows.
• Strong stakeholder leadership and communication skills, with the ability to resolve conflicting priorities across teams, functions, regions, and customers.
• A customer-focused approach and the ability to balance service quality, resource capacity, and commercial goals while driving continuous improvement.
• Professional certifications in project management, such as PRINCE2 Practitioner, PMP, IPMA-B, or Scrum, or certifications in agile frameworks, are highly beneficial. Diversity at Ascom Ascom is committed to diversity, inclusion, and equal opportunity. We value different perspectives and backgrounds and believe they help us create better solutions. At Ascom, people are judged by their skills, motivation, and potential.