NDS VIETNAM ( DMSpro ) ★ 1.0

Job Objective

The Professional Services Director is responsible for leading and managing the successful
implementation of software solutions for clients, ensuring high-quality service delivery and customer satisfaction. This role focuses on optimizing project execution, enhancing team capabilities, and driving business growth through effective service strategies. The position requires a strong blend of leadership, technical expertise, and customer engagement to ensure smooth project deployments and long-term client relationships.

Key Responsibilities

1. Project Management & Implementation
• End-to-end Project Ownership: Oversee all aspects of software deployment projects, from initial
planning to go-live and post-deployment support.
• Master Planning & Resource Allocation: Develop and maintain comprehensive project plans;
allocate human and technical resources effectively to ensure timely and quality deliveries.
• Cross-Functional Collaboration: Work closely with Product, R&D, Customer Support, Sales, and
other relevant departments to align project scope, timelines, and deliverables.
• Issue Resolution & Quality Control: Proactively identify and resolve project-related issues and
risks, ensuring implementations meet or exceed customer expectations.
• Process Optimization: Continuously evaluate and refine project management methodologies, tools,
and best practices for improved efficiency and scalability.

2. Team Management & Capability Development
• Recruitment & Onboarding: Identify, hire, and retain top talent in the Professional Services team,
ensuring a balance of technical and soft skills.
• Training & Mentoring: Develop and implement training programs; provide ongoing coaching and
professional development to elevate the team’s technical and leadership capabilities.
• Performance Management: Set clear KPIs, conduct performance reviews, and offer constructive
feedback for continuous improvement.
• Knowledge Sharing & Process Development: Establish standardized implementation processes and
knowledge repositories, fostering a culture of continuous learning and innovation.

3. Customer Relationship & Service Quality Assurance
• Primary Customer Contact: Serve as the main point of contact during the implementation phase,
building trust and rapport with key stakeholders.

• Value Maximization: Collaborate with customers to customize solutions that maximize the value of
the DMS system for their business.
• Service Standards & Risk Management: Maintain high service quality, define clear SLAs/OLAs,
and minimize risks and failures in project execution.
• Customer Satisfaction & Retention: Implement effective feedback loops and continuous
improvement initiatives to drive high customer satisfaction and foster long-term relationships.

4. Financial Management & Business Efficiency
• Budgeting & Cost Control: Develop and manage project budgets, track actual spend versus
planned, and optimize resource utilization.
• Revenue & Profitability: Propose new implementation models and value-added services to increase
revenue, improve profitability, and create upsell opportunities.
• Business Planning: Provide strategic input to the executive team on Professional Services offerings,
market trends, and pricing strategies to support overall company growth.