Director of Professional Services

Proposed Salary: $135,000 - $160,000 annually, plus performance-based bonus

Background: Service Now, BMC, Ivanti, Fresh Service, Deloitte, Price Waterhouse Coopers or Ernst & Young experience highly regarded

Lead People. Drive Delivery. Build a High-Performing Consulting Team.

Are you an experienced Professional Services or Consulting Delivery leader who enjoys developing people, managing complex customer implementations, and making things happen?

Process Panda is seeking a Professional Services Director to lead our consulting team and oversee the successful delivery of enterprise software implementation projects across North America.

This is an opportunity to take meaningful ownership of a growing Professional Services function, work directly with senior leadership, and help shape how we deliver exceptional outcomes for our customers.

We're looking for someone who combines strong people leadership with practical delivery experience and commercial acumen. You'll be comfortable managing multiple customer engagements, coordinating resources and priorities, resolving delivery challenges, and keeping projects moving.

While you don't need to have been a Project Manager you will need the ability to lead teams, manage complex implementations, and deliver results.

About Process Panda

Process Panda is a specialist enterprise software consulting and implementation partner, helping organizations modernize IT Service Management (ITSM), enterprise service management, and business workflows.

We work with enterprise customers across North America, delivering software implementations, integrations, professional services, and ongoing support, with Halo at the center of our service management offering.

We are Halo's Premier Global Partner with Offices in Australia and North America and as a growing business, we offer the opportunity to make a visible impact, influence decisions, and help build a scalable and successful consulting operation.

What You'll Be Responsible For

People Leadership & Team Development

• Directly manage and develop a team of Professional Services Consultants, providing coaching, guidance, performance management, and career development.
• Build a collaborative, accountable, and high-performing consulting culture.
• Lead resource planning, recruitment, onboarding, and training to support business growth.
• Oversee consultant performance, professional development, and participation in performance-based incentive programs.

Project Delivery & Customer Success

• Oversee a portfolio of concurrent enterprise software implementation projects, ensuring commitments, timelines, and customer expectations are effectively managed.
• Coordinate consultants, resources, milestones, deliverables, and dependencies across multiple customer engagements.
• Monitor project progress, budgets, effort consumption, and delivery risks, intervening early to keep projects on track.
• Take direct responsibility for managing individual projects when required.
• Act as a senior escalation point for customers and internal delivery teams, driving timely and practical resolution of issues.
• Maintain effective customer relationships and ensure high standards of delivery quality and customer satisfaction.

Professional Services Operations

• Own consultant capacity planning, resource allocation, and workload management across the Professional Services portfolio.
• Forecast future resource requirements and proactively align recruitment, training, and team capability with anticipated customer demand.
• Monitor billable utilization, project effort, and operational performance to support a commercially effective consulting business.
• Ensure accurate and timely time recording, resource reporting, and delivery forecasting.
• Provide operational oversight of managed services and customer support, ensuring effective coordination and escalation management.
• Develop and improve processes, reporting, and operational practices that enable the team to scale efficiently.

Presales & Commercial Support

• Work closely with Sales and technical consultants to scope customer requirements and develop realistic delivery approaches.
• Contribute to Statements of Work (SOWs), implementation estimates, resource plans, and commercial proposals.
• Participate in customer presentations, discovery sessions, and presales discussions.
• Identify scope changes, delivery risks, and commercial opportunities throughout customer engagements.

What We're Looking For

Essential Experience

• Experience leading and developing consulting, professional services, implementation, or technical delivery teams.
• Proven ability to coordinate and oversee multiple concurrent customer implementation projects.
• Strong understanding of enterprise software implementations, including project planning, dependencies, resource management, and delivery governance.
• Experience managing consultant workloads, utilization, resource capacity, and performance.
• Confidence engaging directly with customers, resolving escalations, and managing stakeholder expectations.
• Commercial awareness, including project effort, budgets, delivery estimates, and scope management.
• Strong communication, organizational, and problem-solving skills.
• A practical, hands-on management style with the ability to balance strategic priorities and day-to-day delivery challenges.

Highly Desirable

• Experience in enterprise SaaS, ITSM, enterprise service management, or digital transformation consulting.
• Background in a global consulting firm, enterprise software vendor, or specialist systems integration partner.
• Familiarity with platforms such as ServiceNow, HaloITSM, BMC Helix, Ivanti, or Freshservice.
• Experience contributing to presales, solution scoping, Statements of Work, and implementation estimates.
• Previous responsibility for consulting practice operations or professional services financial performance.
• Not required but highly regarded - Formal project management experience or certifications such as PMP or PRINCE2.

Why Join Process Panda?

Real Ownership: Lead the consulting function and have a direct influence on how we manage people, deliver projects, and serve our customers.

Visible Impact: Work closely with senior leadership in a business where your decisions and contributions make a tangible difference.

Growth Opportunity: Help develop and scale a growing North American consulting operation, with the opportunity to take on broader leadership responsibilities as the business expands.

Interesting Customers and Technology: Work on enterprise service management implementations, integrations, and business transformation projects with well known organizations across a variety of industries.

Professional Autonomy: Take responsibility for outcomes, improve how things work, and contribute ideas without the layers of management often found in larger organizations.

Compensation & Benefits

• Competitive base salary with performance-based bonus opportunity.
• Comprehensive benefits package including generous Personal Time Off, Health Care and 401(k), with details provided during the recruitment process.
• Professional development and leadership growth opportunities.

Interested?

If you're an experienced consulting or software implementation leader looking for an opportunity to take greater ownership, lead a capable team, and help grow a successful Professional Services business, we'd like to hear from you.