Manager – Professional Services @ LogicMonitor

About Us:

LogicMonitor is the leading fully automated, cloud-based infrastructure monitoring and observability platform for enterprise IT and managed service providers.

We love going to work and think you should too. We are customer obsessed, work as one agile team, and strive to be better every day while building trust. These are our core values. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers.

This position is located in London, England. Our office is situated in a core location near Waterloo and Blackfriars on the Southbank. We call our offices Centers of Energy, because they’re where we accelerate work, spark creativity, and ignite our culture of connection and celebration. Our teams coordinate their time in Centers of Energy to reflect how they work best.

LogicMonitor is an equal opportunity employer. We deeply care about our employees’ well-being, creating an environment where everyone feels valued and respected. We celebrate the diversity of our team and are committed to fostering a culture of inclusivity. When you join LogicMonitor, you’re not just an employee to us, but a valued member of our community. Come as you are, be yourself, and let’s grow together.

To learn more about life at LogicMonitor, check out our Careers Page.

What You’ll Do:

LM Envision, LogicMonitor’s leading hybrid observability platform powered by AI, helps modern enterprises gain operational visibility into and predictability across their IT stacks, so they can continue to deliver extraordinary employee and customer experiences. LogicMonitor has a layered approach to intelligence, where AI and Machine Learning is baked into every facet of the LM Envision platform to help IT teams improve efficiency, minimize alert fatigue, proactively predict trends, and maximize enterprise growth and transformation.

Our customers love LogicMonitor’s ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of BuiltIn’s Best Places to Work for the sixth year in a row! As we enter this next phase of growth, we are in search of a Manager, Professional Services.

As the Manager, Professional Services EMEA, you will lead the Project Management, Solution Architecture and Engineering Services resources in scoping, training and delivering LogicMonitor products and services for EMEA. Your mission is to ensure successful Customer deployment by implementing best practices that align with the industry’s highest standards for SaaS deployment. Take the lead in developing metrics-based, innovative approaches to consistently enhance and deliver LogicMonitor’s most advanced and intricate technical solutions.

This position will report to the Vice President of CX EMEA and be located in our LogicMonitor office in London, UK.

Here’s a closer look at this key role:

Provide day-to-day management, leadership, and oversight of personnel; define professional development opportunities for the EMEA Professional Services team
Plan and execute quarterly performance objectives, ensure adequate staffing, manage personnel issues and performance
Manage and share team metrics and trends that provide visibility into team activity, productivity, efficiency, effectiveness and Customer satisfaction; identify and drive metric improvement initiatives
Hands on approach and execution of select projects to understand, align and drive best practice approaches to scoping, project management and delivery
Partner with the Customer Success and Sales teams as a critical stakeholders for Customer onboarding, deployment planning and long-term ARR growth
Gather feedback around Product and Tech Ops and align with Global PS, CS and CTA leadership to drive awareness and evolution of our Products and Services
Work with the Technical Support team to provide training and advanced troubleshooting
Dedicate ample time with LM Customers, Prospects, and Partners to remain closely aware of Customer challenges and industry trends relating to software deployment
Participate and contribute as a member of the Professional Services Management Team

What You’ll Need:

5+ years leadership experience in Professional Services, IT Operations or Software Development
Ability to thrive and deliver effectively in a fast-paced work environment; ability to adapt to changing priorities with positivity, calmness and urgency
Ability to apply critical thinking and work collaboratively to prioritise and problem solve Customer challenges, balancing short and long term objectives
Strong interpersonal and customer relationship skills; ability to align and influence at all levels of an organistation
Proven ability to hire, manage and motivate a thriving and diverse team of high-performing individuals
Ability to manage staffing across geographically distributed offices
Experience in scripting and software development workflows
Working knowledge of GiT, Python, Groovy/Java, or PowerShell
Understanding of Windows and/or Linux Server Application Administration, Cloud platforms, and IT infrastructure platforms
Experience with LogicMonitor products or ITIM
Plus: AWS Certified Solutions Architect, AWS Certified Developer, VMware VCP, CCNA or MCSA or equivalent
Plus: Experience and/or certification in ITIL processes or similar framework

Benefits:

At LM we believe that a total rewards package should be built with the whole person in mind, so we’ve designed a total rewards package that’s almost as complex as you are. We want to support our employees to be healthy and happy!

For more information on our benefits and culture, visit https://www.logicmonitor.com/careers

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