Director of Professional Services

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Professional Services based in Canada. This is a senior leadership opportunity focused on driving financial and delivery performance across a substantial portfolio of client engagements. You will own a $3–5M book of business and P&L, balancing customer outcomes, resource capacity, pricing, and profitability. The role leads a diverse Professional Services team delivering ERP and SaaS implementations across multiple concurrent engagements. You will shape scalable delivery practices based on customer needs rather than relying on a rigid methodology. As a senior customer-facing leader, you will manage key relationships, resolve escalations, and protect long-term account health. The position combines strategic leadership, operational discipline, financial ownership, and continuous improvement in a fully remote environment. You will also help build the operating model and team capabilities required to scale high-quality, profitable service delivery. Accountabilities: - Own the P&L and book-of-business performance for a portfolio of client engagements valued at approximately $3–5M. - Lead budgeting, revenue forecasting, and cost management to maintain healthy Professional Services margins. - Oversee delivery quality, customer outcomes, and operational performance across ERP and SaaS implementation projects. - Establish and continuously improve delivery approaches that respond to customer needs and business priorities. - Lead, develop, coach, and motivate consultants, business analysts, and project managers. - Build an effective team environment focused on accountability, collaboration, professional growth, and high-quality delivery. - Serve as the senior escalation point and relationship leader for key customers. - Strengthen long-term customer relationships by understanding business needs and addressing delivery concerns proactively.

- Allocate and balance resources across concurrent engagements to optimize capacity, delivery outcomes, and profitability. - Identify delivery, financial, operational, and customer risks early and implement appropriate mitigation plans. - Partner with Sales on the scoping, pricing, and positioning of new engagements without owning direct sales responsibilities. - Drive improvements across the delivery lifecycle to increase speed, consistency, quality, and operational efficiency. - Support the finalization of project roadmaps and prioritization of tickets based on customer and business needs. - Engage directly with customers to understand requirements, expectations, and priorities. - Collaborate with Sales, Engineering, Product, Customer Success, and Support to align priorities and deliver strong customer outcomes. - Identify underperforming engagements and develop strategies to restore profitability and delivery performance. - Establish scalable operating practices that support the growth of the Professional Services organization. - Use financial and operational insights to inform resource planning, delivery decisions, and portfolio strategy. Requirements: - Bachelor’s degree in Business Administration, Computer Science, Information Technology , or a related discipline. - 10–15 years of progressive experience in Professional Services, project management, delivery management, or related technology roles. - At least 3–5 years of leadership or management experience , ideally at Senior Manager or Director level within Professional Services. - Experience managing a portfolio of projects and a $3–5M book of business with P&L responsibility. - Demonstrated ability to achieve and maintain healthy profit margins within a Professional Services organization. - Proven experience turning underperforming or loss-making engagements into profitable businesses through effective strategy and execution.