Director, Professional Services

Accountabilities:

• Own end-to-end delivery of large-scale professional services programs across North America, EMEA, and APAC, from greenfield implementations through rollout expansions.


• Establish and manage the regional professional services delivery model, defining performance standards, success criteria, and operational priorities.


• Take ownership of services revenue, program margins, utilization, billable milestone attainment, and cross-sell and up-sell growth across the portfolio.


• Ensure programs achieve customer ROI objectives and contractual Statement of Work (SOW) commitments.


• Partner with Sales on services opportunities, including scoping, pricing, delivery strategy, customer presentations, and commercial negotiations.


• Draft, negotiate, and manage SOWs and change orders while protecting margins and maintaining delivery discipline.


• Identify project risks early, lead issue resolution, and ensure milestones are delivered on time while controlling project-hour overruns.


• Allocate people, budgets, and time effectively, continuously monitoring program health and adjusting resources where needed.


• Recruit, hire, lead, and develop Project Managers responsible for managing customer accounts and delivery programs.


• Establish clear performance expectations and strengthen the capabilities of Project Managers and functional consultants through coaching and mentorship.


• Drive collaboration across Sales, Product, and Customer Success, escalating risks proactively and providing actionable recommendations.


• Serve as a senior executive advisor to strategic customers, aligning delivery roadmaps with their enterprise asset management objectives.


• Identify opportunities to increase customer value through additional rollouts, training, license adoption, cross-sell, and up-sell initiatives.


• Partner with Customer Success to translate product adoption and successful delivery into measurable customer ROI and long-term growth.


• Maintain strong executive relationships across a globally distributed customer portfolio and represent the professional services organization in strategic discussions.

Requirements

• 10+ years of experience delivering professional services, consulting, or SaaS implementation engagements for enterprise software within large or multinational organizations.


• 3+ years of experience managing Project Managers, Program Managers, or comparable professional services leaders.


• 3+ years of SAP Plant Maintenance experience or equivalent hands-on experience in maintenance, repair, planning, and scheduling operations within relevant industrial sectors.


• Proven experience owning services revenue, margin, utilization, or comparable commercial performance targets.


• Hands-on experience scoping, pricing, negotiating, and managing SOWs and change orders.


• Strong track record delivering complex enterprise implementations, greenfield programs, and multi-site rollouts.


• Demonstrated ability to manage executive-level escalations, resolve conflicts, and maintain productive relationships across customer and internal stakeholders.


• Strong commercial acumen and the ability to turn successful delivery and customer adoption into expansion opportunities.


• Highly accountable, independent, and solutions-oriented, with strong judgment when managing complex operational and commercial challenges.


• Excellent written and verbal English skills, with the ability to lead executive conversations across multiple regions and cultures.


• Bachelor’s degree in a relevant field or an equivalent combination of education and professional experience.


• Experience delivering projects across at least two of North America, EMEA, and APAC, including managing distributed teams across multiple time zones, is preferred.


• Experience with professional services automation or CRM platforms for forecasting, staffing, utilization, and expansion pipeline management is advantageous.


• Enterprise-scale mobility implementation experience is a strong plus.


• Willingness to travel up to 50% domestically and internationally.


• Fluency or working proficiency in at least one additional language, particularly Spanish, French, or German, is preferred.

• Full-time, remote working opportunity.


• Global scope across North America, EMEA, and APAC.


• High-visibility leadership position with significant ownership of a major professional services portfolio.


• Direct exposure to senior executives and strategic enterprise customers.


• Opportunity to build, lead, and develop a high-performing Project Management organization.


• Significant influence over professional services strategy, delivery standards, commercial performance, and growth.


• Opportunity to work with major industrial organizations and enterprise asset management environments.


• Exposure to complex SAP, mobility, and digital transformation programs.


• Global travel opportunities, with travel of up to 50% depending on business requirements.


• Career development through executive-level customer engagement, international leadership, and ownership of a large services organization.


• Inclusive workplace with accessibility support available throughout the recruitment process.

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