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Dir Services

About the position

As a Director of Services in Norcross, GA or Omaha, NE, you will join a diverse, passionate team, dedicated to powering the world’s payments ecosystem! Working in the North America team, responsible in the region for implementation of Professional Services Engagements and Premium Customer Support for ACI products & solutions as contracted by customers. Lead solution delivery teams comprised of cross functional resources (i.e. project managers, solution architects, business analysts, technical consultants, custom and quality engineering) through the complete implementation lifecycle, from pre-sales through transition to production support. Performance is measured by the delivery of customer solutions on schedule, within budget, with expected quality and customer satisfaction. Selects, develops, and evaluates personnel to ensure the efficient operation of the services operations and helps in the growth of employee professional development through technical and soft skills training. Will provide governance and oversight and achieve regional and global financial targets. Understand and adhere to all corporate policies to include but not limited to the ACI Code of Business Conduct and Ethics.

Responsibilities

Responsible for the end-to-end customer implementation lifecycle; all engagements must adhere to ACI implementation standards and performance measurements. Implement intelligent and efficient use of ACI methodologies and project management best practices to achieve consistent repeatable quality service delivery.
Establish and maintain a governance model to ensure effective oversight of the end-to-end delivery of your implementation programs or projects, ensuring adherence to timelines, budgets, and quality standards.
Act as the primary point of contact for client executives, proactively fostering strong relationships and understanding their business needs to ensure program or project success.
Address and resolve client escalations promptly, ensuring clear communication and effective solutions within ACI and with the client to maintain satisfaction and keep the program or project on track.
Manage financial performance across the portfolio by monitoring budgets, forecasting, and driving profitability, ensuring programs and projects align with organizational financial goals.
Lead cross-functional ACI teams, providing direction and support to program or project managers, technical staff, and other stakeholders involved in program or project delivery.
Increase industry knowledge and team relevant industry knowledge and use of ACI products to solve business problems in company targeted vertical markets.
Identify areas for process improvement and implement best practices to enhance delivery and client satisfaction.
Optimize resource allocation and skills management across programs and projects to ensure efficiency and effectiveness in delivery.
Prepare and present regular project and program status reports to ACI stakeholders, highlighting progress, challenges, and solutions.
Collaborate closely with internal stakeholders, particularly the Client Services Director, during the pre-sales process. Provide accurate and timely inputs—such as project estimates and delivery timelines—to support the acquisition of new Client Delivery engagements, ensuring alignment with client and ACI needs. Review, manage and approve Statements of Work in support of the professional services and delivery process.
Build a high-performing team through effective line management of staff within ACI’s Client Delivery organization. Set clear objectives, conduct performance evaluations, and provide regular feedback to foster a performance culture that promotes accountability and continuous improvement. Implement skills profiling to identify development needs and facilitate targeted training programs, equipping the team to excel.

Requirements

Bachelor’s degree or equivalent experience.
5+ years managing an implementation team delivering complex custom software solutions into the financial technology industry.
Demonstrated management and leadership experience including matrix management.
Proven experience in customer engagement and management.
Excellent communication skills.
Management of Revenue and Expense Budgets.
Demonstrate regular use of AI tools to help improve efficiency, quality and reduce risk.
Comfortable conversing with customers and internal teams on cloud technology and related topics.

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