Director, Offerings - Managed & Lifecycle Services

Role Description

The Offering’s Director is accountable for sustainably growing services attach, adoption, and recurring revenue across every offering — spanning the full customer lifecycle from advise and design through onboarding, adoption, optimization, renewal, and expansion. The role owns the standardization, documentation, packaging, pricing-inclusion clarity, and attach motion that turn services from a per-offering afterthought into a consistent, scalable, sellable discipline across cloud, SaaS, and traditional environments.

• Leads with the Service Delivery Framework — people and process first, with EMP and data/analytics as the differentiator layered on top.
• Serves as the central point of alignment across Offerings, Pre-Sales, Service Delivery, Customer Success, Finance, Sales, and Partners.
• Understand and articulate the Offerings capabilities, including strategic positioning, road mapping and related tasks.
• Successfully demonstrate the ability of leading, managing and transforming the Offering to ensure it stays relevant to the market and customers.
• Present Offering capabilities (including demonstrations where needed) both internally and externally.
• Accustomed to managing and maintaining a collaborative style (with cross-functional team members) and approach.
• Promote and develop both positive and professional working relationships with and between all team members.
• Drive strong corporate culture by demonstrating a clear vision while establishing and articulating a set of standardized and professional individual and corporate values.
• Strong ability to read financials allowing the ability to make informed decisions.
• Regular communications to both the executive and overall leadership teams focusing on Offering capabilities and roadmap, including current offering performance.
• Continued development of overall team members while helping to recruit for the best available talent.
• Demonstrates strong business acumen, knowledgeable with Offering Financials and the ability to drive, generate, and recognize offering revenue.
• Establish and deliver a multi-year services strategy to drive sustained growth, market competitiveness, and expansion beyond current business plans.
• Design and implement a consistent, scalable services catalog, including tiered offerings, SKUs, LOEs, and pricing constructs across all offerings.
• Develop and maintain standardized service documentation (CSDs, addendums, operations guides), ensuring clarity on SLAs, delivery expectations, and service requirements.
• Partner with Service Delivery and Sales to develop scalable demo environments, enablement tools, and proof points that support effective selling of service outcomes.

Qualifications

• Bachelor’s Degree in Arts/Sciences (BA/BS) or relevant experience. Required
• 10+ years of experience with IT experience. Required
• 10+ years of experience developing business plans including project scopes, statements of work, bills of materials, service cost estimates, roadmaps, and other business related documents. Required
• 10+ years of experience working with cross-functional teams and staff of all levels. Required
• Exceptional client facing and internal communication and interpersonal skills.
• Individual must be able to travel nationally to all regions (~25% of the time).
• Business Analyst type experience candidate with the ability to collect and develop business and technical requirements.
• PMP Certification or other Technical Certifications Required
• Strong command of the modern cloud, SaaS, and as-a-service landscape — hybrid and multi-cloud operations, SaaS lifecycle and entitlement management, and migration/modernization.
• Fluency in recurring- and consumption-revenue economics (ARR, net and gross revenue retention) and cloud cost optimization (FinOps).
• Deep, hands-on ITIL and IT service management (ITSM) expertise — incident, problem, change, configuration, and service-level management — as the backbone of managed-services delivery.
• Experience with AI-enabled design and delivery, automation, and cross-platform analytics.
• ITIL (Foundation through Expert), with familiarity across ISO/IEC 20000, COBIT, or SRE/DevOps practices.
• Cloud (AWS / Azure / Google Cloud) and FinOps certifications.
• Remote: Job duties are performed from the employee’s home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies.

Benefits

• Comprehensive benefits package to support well-being in and out of work.
• Medical, dental, and vision plans.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
• Income protection through disability and life insurance.
• 401(k) with company match.
• Unlimited PTO and paid company holidays.
• Hybrid/remote work options.
• Paid bonding leave for eligible employees.
• Employee discounts and access to Employee Assistance Program (EAP).
• Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages.
• Legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles.

Company Description

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions.

The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score.