Sr. Director, Professional Services

Key Responsibilities

Leadership and Strategy:

• Develop and execute a comprehensive strategy for the Professional Services and Global Managed Services departments aligned with the overall business objectives.
• Provide strong leadership, guidance, and mentorship to the teams, fostering a culture of collaboration, innovation, and accountability.

• Provide strong leadership, guidance, and mentorship to a diverse team of professionals, fostering a collaborative and high-performance culture.
• Collaborate with other professional services colleagues/leaders in driving optimized performance and transformative delivery approaches to continuously adapt to the changing needs of our customers and employees.
• Scale the business, maintaining a foundation of operational rigor and execution excellence, activating partners and our Capability & Innovation Center (CIC) as a path to scale.
• Drive continuous improvement initiatives to enhance service delivery, efficiency, and customer satisfaction.
• Own the profitability of professional services, achieving revenue and margin budget goals.
• Own all aspects of customer satisfaction related to PS delivery activities globally.

Service Delivery Optimization:

• Drive continuous improvement initiatives to enhance the efficiency and effectiveness of service delivery processes by working collaboratively with Regional Professional Leaders and their teams.
• Collaborate with cross-functional teams to ensure seamless integration of services with product development, sales, and customer support.
• Ensure world-class quality execution across all engagements. Provide leadership, guidance, and management to continuously improve service and employee engagement while fostering a culture of accountability, ownership, innovation, and inclusion. Provide executive oversight on a portfolio of complex projects, monitoring progress, resolving issues, and mitigating risks proactively.
• Oversee the successful execution of internal innovation initiatives/projects, ensuring adherence to timelines, budgets, and quality standards and driving business outcomes & value to the Customer.
• Have a data-driven approach to manage revenue, profitability, utilization, margin, and engagement health.

Client Engagement:

• Build and maintain strong relationships with key clients, understanding their needs and ensuring the successful delivery of services.
• Act as a trusted advisor to clients, offering insights and recommendations to optimize their use of professional and managed services.

Resource Management:

• Oversee resource allocation, including staffing levels, skills development, and performance management within the Professional Services and Managed Services teams.
• Recruit, develop, and retain top talent, fostering a culture of continuous learning and professional growth within the professional services division.
• Conduct regular performance evaluations, provide constructive feedback, make hiring decisions, and facilitate training and development opportunities for team members.
• Promote a collaborative and inclusive work environment that encourages teamwork, innovation, and knowledge sharing.
• Build, mentor, and coach a highly effective, data driven, customer success focused, services leadership team.

Financial Management:

• Develop and manage budgets for Professional Services and Managed Services, ensuring financial targets, billable utilization targets are met while maintaining service quality.
• Implement cost control measures and analyze financial performance regularly.

Quality Assurance:

• Implement and maintain robust quality assurance processes to ensure the delivery of high-quality services.
• Monitor key performance indicators (KPIs) and implement corrective actions as necessary.

Market Awareness:

• Stay abreast of industry trends, market dynamics, and emerging technologies to drive innovation and maintain a competitive edge.
• Identify new opportunities for service expansion and revenue growth.

Qualification & Requirements

• Bachelor’s degree in a relevant field; Master’s degree preferred.
• 12-15 years of experience as a results-driven Professional Services Leader in the enterprise software space
• Proven experience in a leadership role overseeing Professional Services and Managed Services in a global context. Experience owning P&L will be a plus.
• Strong understanding of the PPM industry and its service delivery models.
• Excellent communication, negotiation, and interpersonal skills.
• Demonstrated ability to develop and execute strategic plans.
• Experience overseeing and engaging Fortune 500 clients implementing enterprise SaaS projects.
• Strong organization skills with experience working across large multi-functional teams and in a matrixed leadership environment.
• Proven ability to lead a team at a fast paced, growth focused company.
• Experience scaling a Professional Services organization in delivery of implementation, enablement services, platform integration, analytics and data services, and ongoing advisory services that support our customers in value achievement.
• Experience in rapidly scaling a services business by activating a strong partner program.
• Ability to hire, engage, & motivate great diverse talent.
• A people-focused leader with the ability to build creative, collaborative teams, develop people, and link performance to high growth business objectives
• Ability to engage and influence people cross-functionally.
• Experience in a fast-paced environment and ability to reprioritize while focusing on long-term priorities.

Benefits

• Financial + Retirement
• Diversity
• Health Insurance + Wellness
• Culture
• Child Care + Parental Leave
• Vacation + Time Off
• Office Perks