Manager, Professional Services

Professional Services Manager

The Professional Services Manager plays a critical role in the successful delivery of projects to Trapeze customers within our Mobility Planning and Scheduling (Trapeze MPS) business, with the potential to support delivery across multiple product lines. Reporting to the Director, Professional Services, this individual will lead a team of 5–7 Implementation Consultants and Project Managers, ensuring projects are delivered on time, on budget, within scope, and with quality. This is a hands-on leadership role for someone who thrives at the intersection of people management, delivery execution, and commercial ownership. You will be a key partner to the Director in operationalizing departmental strategy, driving day-to-day delivery performance, and championing the adoption of AI-enabled tools and workflows to make implementations faster, smarter, and more consistent. Beyond delivery, you'll bring financial acumen to the role, estimating and pricing new opportunities, building Statements of Work and budgetary quotes, and supporting the team with accurate forecasting and revenue recognition. You'll balance coaching and developing your team with rolling up your sleeves to unblock projects, manage escalations, and keep customers on track to a successful go-live.

Responsibilities

In this role, you will:

• Lead, manage, and develop a team of 5–7 Implementation Consultants and Project Managers, including performance management, career development planning, hiring and onboarding, and building bench strength across the team
• Own new opportunity estimation and pricing for professional services engagements, including the creation of pricing models, Statements of Work (SOWs), and budgetary quotes in partnership with Sales and Legal
• Apply financial acumen to actively manage the health of your project portfolio, including percentage of completion (POC) tracking, understanding how projects earn revenue under different contract types (Fixed Price vs. Time & Material), and managing Work in Progress (WIP) to support accurate forecasting and revenue recognition
• Optimize team capacity and utilization across your portfolio, balancing resourcing against demand to protect both delivery quality and margin
• Champion the adoption of AI-assisted tools and workflows across implementation and project management activities, identifying opportunities to increase efficiency, reduce manual effort, and improve delivery consistency, and coaching your team on practical day-to-day use
• Own the day-to-day execution of assigned projects and programs, delivering against time, budget, scope, and quality commitments; step in directly on at-risk engagements, and proactively flag delivery risks and resourcing needs to the Director
• Serve as a first-line escalation point for customer and internal issues, resolving where possible and partnering with the Director on complex or high-risk situations
• Support the Director in preparing inputs for the Quarterly Strategic Review (QSR), departmental forecasting, and Professional Services KPI reporting
• Partner cross-functionally with Product Management, Product Development, Sales, Legal, and Customer Care to ensure smooth handoffs and set your team up for success across the project lifecycle
• Establish, reinforce, and continuously improve delivery best practices, playbooks, and templates (both traditional and agile) across your team

Qualifications

• 2–3 years of experience in a professional services / implementation delivery environment, combined with prior people leadership experience (direct management of a team)
• Working knowledge of traditional and agile project management frameworks, with the ability to apply and coach others on the right approach for a given engagement
• Demonstrated experience leading or contributing to complex, multi-stakeholder software implementation projects; public sector experience is a plus
• Demonstrated comfort evaluating and adopting AI tools to improve team efficiency and delivery quality
• Experience managing team capacity, priorities, and competing deadlines in a fast-paced delivery environment
• Solid grasp of financial concepts such as - contract structures (Fixed Price and Time & Material), percentage of completion (POC), and Work in Progress (WIP); and how they inform revenue recognition, scope management, forecasting, and reporting
• Experience in opportunity estimation, pricing, and creating Statements of Work (SOWs) or budgetary quotes for services engagements
• Strong communication, coaching, and conflict-resolution skills, with the ability to manage customer escalations calmly and decisively
• Ability to travel up to 25%, with occasional evening/weekend activity as needed
• A passion for solving customer problems and driving continuous improvement within the team and broader organization