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. As Director of Professional Services, you will lead the financial and delivery performance of a $3–5M portfolio of client engagements within a fully remote, global organization. You will oversee ERP and SaaS implementations while building scalable delivery practices that balance customer outcomes, team capacity, and profitability. The role combines P&L ownership, resource planning, operational leadership, and strategic customer relationship management. You will lead a diverse team of consultants, business analysts, and project managers while serving as a senior escalation point for key clients. You will also shape delivery models, improve processes, and turn underperforming engagements into healthy, profitable accounts. Working cross-functionally with Sales, Engineering, Product, Customer Success, and Support, you will help build a high-performing professional services organization prepared to scale. Accountabilities: - Own P&L and book-of-business performance for a $3–5M portfolio, including budgeting, revenue forecasting, cost management, and margin performance. - Oversee delivery quality and customer outcomes across concurrent ERP/SaaS implementation projects, adapting delivery approaches to customer needs rather than relying on rigid methodologies. - Lead, develop, and motivate a multidisciplinary Professional Services team of consultants, business analysts, and project managers. - Serve as the senior escalation and relationship point for key customers, ensuring long-term account health and positive client experiences. - Allocate and balance resources across active engagements to optimize delivery capacity, utilization, and profitability. - Identify delivery and financial risks early and establish mitigation plans that protect both customer outcomes and business performance. - Partner with Sales on the scoping, pricing, and positioning of new engagements without directly owning sales activities.

- Drive improvements across the delivery lifecycle to increase speed, quality, consistency, and operational efficiency. - Participate in finalizing roadmaps and prioritizing tickets based on customer and business needs. - Engage directly with customers to understand priorities, resolve challenges, and strengthen relationships. - Collaborate with Sales, Engineering, Product, Customer Success, and Support to align priorities and deliver strong customer outcomes. 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, or similar roles within the software or technology industry. - 3–5+ years of leadership or management experience, preferably at Senior Manager or Director level within a Professional Services organization. - Proven experience overseeing a portfolio of projects with P&L and book-of-business responsibility for revenues of approximately $3–5M. - Demonstrated success in maintaining healthy profit margins within a Professional Services environment. - Proven ability to turn underperforming or loss-making engagements into profitable, high-performing businesses through strong strategy and execution. - Strong delivery management experience with ERP/SaaS implementations delivered through short, time-boxed cycles of under six months across multiple concurrent projects. - Experience managing senior client relationships, understanding customer needs, resolving escalations, and driving customer success. - Strong financial acumen, including budgeting, revenue forecasting, cost management, and profitability analysis. - Based in Canada and legally eligible to work in Canada. - Willingness to travel approximately 15–20% to meet clients in person.