Harris Computer

Compensation

Full Description

Strategic Leadership Define and execute the overall strategy for Training and Consulting within the Professional Services department, ensuring alignment with company objectives and customer success goals. Maintain and expand a profitable, scalable catalog of service offerings across consulting, implementation, and training. Partner with Sales, Marketing, and Operations to develop go-to-market strategies, pricing models, and value propositions that drive growth and customer adoption. Collaborate with Sales on quotes, RFP responses, and subject-matter expertise related to Training and Consulting offerings to ensure accuracy, competitiveness, and alignment with delivery capacity. Use data and market insights to identify emerging customer needs and translate them into new or enhanced service offerings. Evaluate service performance against financial and operational goals, adjusting strategies to meet evolving business priorities. Operational Performance Drive achievement of key departmental performance indicators, including revenue attainment, gross margin, utilization, delivery timelines, and customer satisfaction (CSAT). Oversee operational planning, forecasting, and resource allocation to balance workload, capacity, and profitability. Implement data-driven processes and tools that improve visibility into project performance, resource utilization, and delivery efficiency. Collaborate with Professional Services leadership and Finance on budgeting, reporting, and cost control to ensure sustained profitability. Monitor and analyze financial and operational trends to identify risks and opportunities for improvement. Ensure consistent adherence to company standards for project delivery, quality, and customer engagement. People Leadership Lead and develop a global team of consultants and trainers, setting clear expectations around performance, delivery quality, and customer satisfaction. Foster a culture of accountability, collaboration, and continuous improvement focused on measurable outcomes and professional growth. Provide coaching and mentorship to build leadership capability and strengthen functional expertise across consulting and training disciplines. Establish and monitor individual and team goals aligned with departmental KPIs such as utilization, CSAT, and margin performance. Recognize and reward excellence while addressing performance gaps through proactive coaching and feedback. Partner with Human Resources and Professional Services leadership to recruit, onboard, and retain top talent with strong product knowledge and customer engagement skills. Customer Success & Engagement Ensure every consulting and training engagement delivers measurable customer outcomes, including improved product adoption, satisfaction, and operational efficiency. Partner with customers to understand strategic objectives, aligning service delivery and training solutions to achieve defined results. Collaborate with Product Management, Sales, and Support to create a unified customer experience that extends beyond implementation. Collect and analyze customer feedback and CSAT data to identify trends, root causes, and opportunities for service enhancement. Represent SirsiDynix at key customer meetings, conferences, and industry events, demonstrating thought leadership and reinforcing the company’s commitment to customer success. Advocate for the customer voice within Professional Services, ensuring insights inform service development and continuous improvement initiatives. Requirements Education in Business, Education, Library Science, or a related field, or equivalent professional experience. Master’s degree, MLIS, or equivalent experience preferred. 5+ years of supervisory or management experience in professional services, training, or consulting. Excellent interpersonal, communication, and presentation skills. Strong business acumen with strategic thinking, organizational, and leadership abilities. Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams! Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”! We empower our employees to make a difference We have an award winning culture We offer opportunity to learn We are financially strong and we are owned by the largest software company in Canada (CSI) We have fun! Follow us on social media to learn more about our company values, culture and initiatives! Harris is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at (1)-613-226-5511 or at HarrisTalentAcquisition@harriscomputer.com This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.