Head of Sage 200

Pinnacle is seeking to recruit a Head of Sage 200 to lead our highly skilled professional services consultancy team in delivering projects efficiently, on schedule, and with exceptional precision. We pride ourselves on being responsive, positive, and relentlessly focused on delivering outstanding customer experiences while optimising resource utilisation and driving revenue performance.

We are looking for an experienced and motivated leader who is passionate about developing people, championing continuous improvement, and thriving in a process- and metrics-driven environment. The successful candidate will play a critical role in enhancing and evolving our customer experience, ensuring it consistently improves as we grow.

Key Responsibilities

Performance

• End to end processes for the Sage 200 project delivery
• Continuous improvement of the delivery methodologies
• Ensuring the pre-sales support team have the skills and tools they need to be autonomous and compliant with methodologies
• New product or module introduction
• Professional communication and documentation
• Support the finance team with debt management
• Continuous improvement of estimating models
• Revenue recovery, e.g. cancelled bookings
• Complaints management
• Monitoring utilisation and stepping in to correct
• Turning unbooked days into revenue, or making conscious use to improve processes and skills
• Work closely with your Team Leads to support utilisation

People

• Delivering quality resources for projects
• Cross training to ensure utilisation is maximised
• Performance management of resources
• Supporting the recruitment process
• Setting quarterly objectives and reviewing them
• Annual performance reviews

Projects & Customers

• Own the order book, focus on status and unbooked days
• Unblocking orders working with the sales team
• Progress backorders, making decisions on small order balances
• Ensure the customer experience is great
• Issue management, visibility, ownership and appropriate progression
• Ensuring billing happens and is accurate and appropriate
• Professional and effective support handover processes
• Daily prioritisation on diary workloads and immediate action to bring utilisation in line with targets

• Strong ERP business process knowledge across Finance, Supply Chain and Operations
• Demonstrable leadership experience managing delivery teams
• Strong financial acumen with the ability to take ownership of services revenue, margins and profitability metrics
• Significant project delivery and methodology experience within ERP environments
• Excellent stakeholder management and customer relationship skills at senior level
• Experience driving continuous improvement and delivery transformation initiatives

Flexibility to

• Travel to customer site as required
• Meet teams frequently in Pinnacle offices
• Overnight stay as required
• Attend team meetings physically as required
• Support planned and approved evening and weekend work as required