Director, Professional Services

Director Of Professional Services

The Director of Professional Services will be responsible for overseeing the successful implementation of solutions for our customer base, managing a distributed team of consultants and project managers across multiple time zones, and ensuring outstanding client outcomes from pre-sales through to project completion and expansion.

The Director of Professional Services will act as an executive sponsor for strategic accounts, partner closely with Sales and Customer Success, and drive the team's operational rigour around revenue recognition, forecasting, and utilisation. This is a high-impact role for a leader who thrives in a fast-paced, global environment and is passionate about building high-performing teams and delivering exceptional professional services.

Responsibilities

• Lead, mentor, and develop a regionally distributed team of professional services consultants, project managers, and delivery leads across multiple time zones and regions. The direct team is primarily in the US and UK.
• Foster a high-performance culture grounded in accountability, continuous learning, and client-centricity.
• Establish clear career development pathways and coaching frameworks to attract and retain top talent.
• Drive cross-regional collaboration and knowledge sharing to improve delivery consistency and quality.
• Serve as executive sponsor for strategic and enterprise-level client engagements, building trusted relationships with C-suite and senior stakeholders.
• Represent the organisation at client business reviews, escalation calls, and executive briefings.
• Proactively identify risks to client satisfaction and program delivery, and drive resolution plans.
• Champion client success outcomes and ensure delivery commitments are met or exceeded.
• Own and manage the AMER/EMEA professional services P&L, including bookings, recognised revenue, margin, and utilisation targets.
• Maintain accurate revenue forecasts in Certinia (FinancialForce) and Salesforce, ensuring alignment with Finance and Sales on pipeline, backlog, and resource plans.
• Develop and refine pricing models, SOW structures, and engagement frameworks to drive profitability.
• Partner with Finance to ensure accurate and timely project revenue recognition in line with accounting standards.
• Collaborate closely with Account Executives and Solutions Engineers throughout the sales cycle to scope, estimate, and position professional services engagements.
• Present services offerings and delivery methodology to prospective clients and executive audiences.
• Build a services pipeline in partnership with Customer Success and proactively identify expansion opportunities within existing accounts.
• Define and continuously improve professional services delivery methodologies, project governance frameworks, and quality standards.
• Oversee project portfolio health, including resource allocation, milestone tracking, risk management, and escalation handling.
• Drive adoption of best practices in project management, change management, consulting, and stakeholder engagement across the team.
• Leverage Certinia PSA for project financial management, resource planning, timecards, and utilisation reporting.
• Build and maintain a mentoring and enablement program for consultants and project managers, supporting technical and soft-skill development.
• Conduct regular 1:1s, performance reviews, and development planning conversations with direct reports and their teams.
• Lead hiring efforts to grow the team in line with business demand, including sourcing, interviewing, and onboarding.

Minimum Qualifications

• 5+ years of experience in professional services, consulting, or implementation leadership, including at least 3 years in a director or senior management role.
• 3 + years in a director or senior management role or above.
• 3+ years of experience in a software development environment.
• Ability to work effectively in a fast-paced environment.
• Demonstrated experience leading global, distributed teams across multiple time zones and geographies.
• Exceptional communication skills and executive presence, with the ability to influence and build relationships at all organizational levels.

Desired Qualifications

• Experience delivering SaaS platform implementations or enterprise software projects.
• Familiarity with scheduling, workforce management, or field service industries.
• PMP, PRINCE2, or equivalent project management certification.
• Exposure to APAC, EMEA, and North America markets and cultural nuances in client delivery.
• Experience applying AI into cutting edge Professional Services ways of working & expedient delivery of customer results.
• Proficiency with Salesforce CRM, including pipeline management, opportunity tracking, and services forecasting.
• Hands-on experience with Certinia for project, resource, and financial management.
• Strong commercial acumen with a track record of owning P&L, managing revenue forecasts, and improving professional services margins.
• Experience partnering with Sales teams in pre-sales engagements, including scoping, proposal development, and executive presentations.
• Proven track record of mentoring and developing consulting and project management talent.

Additional Requirements

• This position will require (20%) travel from time to time as set forth by the Company.
• Must have a valid work visa in the country the position is posted for; upon hire to be considered for this position.

Benefits

Global Offerings

• Competitive Salary Package
• New Hire Stock Options
• Employee Referral Bonus Program
• 3 Paid Volunteer Days per year
• A generous budget to spend on setting up your home office or WFH station
• 100% employer paid access to Udemy (Learning & Development)
• Paid Parental Leave for both carers (12 weeks)

United States Specific Offerings

• Competitive Healthcare Benefits (Dental, Vision, Medical)
• Voluntary STD and Life Insurance Plans
• 401k - 4% Company Match
• 7 paid sick leave days per year
• 20 paid personal leave days per year
• 10 paid public holiday days per year