Manager, Professional Services

About Keyfactor

Our mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world's largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you're looking for work that matters and a team that brings out your best, we hope you'll trust your future with Keyfactor!

Title: Manager, Professional Services

Location: United States (Remote)

Experience: Manager Level

Job Function: Professional Services

Employment Type: Full-Time

Industry: Computer & Network Security

Travel Requirements:  Up to 25% travel time required

About the position

The Manager, Global Professional Services is a people leader responsible for building, developing, and managing a team of Professional Services consultants. This role is accountable for team performance, utilization, hiring, and career growth, and for the delivery outcomes their team produces. You lead by example, make decisions with urgency, and build strong relationships with stakeholders across Sales, Support, Product, and Engineering.

Job Responsibilities

People leadership

• Manage a team of 8-10 consultants; provide mentorship, coaching, and guidance to team members, fostering a culture of accountability, ownership, and urgency.

• Lead team growth: recruit and interview candidates, onboard new team members, and deliver performance feedback.

• Coach and develop team members, building career paths and growth opportunities at each level.

• Own team training and enablement in collaboration with the technical team.

Team performance and capacity

• Own team utilization, capacity planning, and resource allocation across engagements.

• Own team-level delivery metrics (utilization, CSAT, on-time delivery) and drive project margin performance through coaching, scoping feedback, and process improvement.

• Collaborate with Finance on accurate tracking, forecasting, and reporting of project metrics.

Delivery oversight

• Provide oversight of the team’s project portfolio, removing blockers and coaching consultants through complex engagements

• Serve as the primary escalation point for customer and internal issues, providing guidance and resolution.

• Conduct regular project reviews, root cause analyses, and retrospectives to drive improvement.

• Support scoping and change order discussions as needed, working with Sales and PS leadership.

Cross-functional and organizational impact

• Partner with Customer Success and Support to ensure customers are well supported across the lifecycle.

• Lead or contribute to internal projects that improve Professional Services processes and tooling.

Minimum Qualifications, Education, and Skills

• Bachelor's degree in a relevant field such as Computer Science, Information Technology, Business Administration, or equivalent experience.

• 5-8+ years of experience in technical consulting, professional services, or MSP environments, including 3+ years of direct people management.

• Demonstrated success managing a team of 8+ individual contributors, including hiring, performance management, and career development.

• Demonstrated ability to drive performance in alignment with company goals.

• Excellent managerial and organizational skills, strong decision-making, and resource allocation.

• Strong communication skills in a consultative manner with customers and internal/external stakeholders.

Preferred Qualifications

• Experience with PSA software and reporting in Excel or BI tools.

• Experience in security, PKI, identity, or enterprise software.

• PMP or similar certification.