Services Director

Job Description

We are seeking an experienced and hands-on Services Director to lead, scale, and continuously improve our Professional Services organization responsible for delivering Workforce Management (WFM) solutions across multiple industries, including healthcare, aviation, government, retail, and logistics.

This is a player-coach leadership role requiring an individual who can successfully deliver strategic customer implementations while building and developing a high-performing services team. The successful candidate will lead customer engagements, establish delivery excellence, manage stakeholder relationships, and drive successful project outcomes while contributing to business growth.

Key Responsibilities

Professional Services Leadership

• Build, lead, and scale the Professional Services organization.
• Recruit, develop, mentor, and retain implementation consultants, project managers, business analysts, and solution architects.
• Establish organizational structures, career development frameworks, and performance management processes.
• Foster a high-performance, customer-centric culture.
• Participate directly in critical customer projects, escalations, and strategic engagements.

Project Delivery Management

• Own end-to-end delivery of customer implementation projects.
• Ensure projects are delivered on schedule, within budget, and according to agreed quality standards.
• Develop and continuously improve implementation methodologies, governance frameworks, and delivery best practices.
• Monitor project risks, dependencies, resource utilization, and customer satisfaction.
• Lead executive steering committee meetings and customer governance reviews.
• Drive project recovery initiatives when required.

Workforce Management Consulting

• Provide expertise in workforce management, scheduling, rostering, time and attendance, leave management, payroll integration, and workforce analytics solutions.
• Advise customers on process transformation and adoption of workforce management best practices.
• Support customers in workforce planning, operational efficiency, compliance, and resource optimization initiatives.

Customer Success & Stakeholder Management

• Build trusted relationships with executive stakeholders, project sponsors, and operational leaders.
• Manage customer expectations and align business requirements with solution capabilities.
• Handle critical escalations and complex customer situations.
• Drive customer satisfaction, customer retention, and business expansion opportunities.

Commercial & Business Growth

• Collaborate with Sales and Pre-Sales teams during opportunity qualification and solution design.
• Review Statements of Work (SOW), project estimates, and implementation plans.
• Identify opportunities for additional consulting and professional services engagements.
• Contribute to services revenue growth and profitability objectives.

Process & Quality Management

• Define and enforce implementation standards, quality assurance processes, and project governance controls.
• Lead continuous improvement initiatives across delivery methodologies and customer onboarding processes.
• Develop reusable implementation assets, accelerators, and knowledge management practices.

Job Requirements

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Engineering, Business, or a related discipline.
• MBA or relevant postgraduate qualification will be an advantage.

Experience

• Minimum 10 years of experience in software implementation, consulting, or professional services.
• Minimum 5 years of leadership experience managing consulting, implementation, or project delivery teams.
• Proven experience building and scaling professional services organizations.
• Strong track record in delivering enterprise software implementation projects.
• Experience managing complex projects involving multiple stakeholders.
• Prior experience in SaaS, Workforce Management (WFM), HR Technology, ERP, HCM, or enterprise software environments.

Skills & Competencies

• Strong people leadership and team development capabilities.
• Excellent project and program management skills.
• Executive-level stakeholder management and communication skills.
• Strong customer-facing consulting and advisory experience.
• Experience with project governance, risk management, and delivery methodologies.
• Commercial acumen with the ability to support revenue growth and profitability objectives.
• Ability to operate effectively in a fast-paced and growing business environment.

Preferred Skills

• Workforce Management (WFM) domain expertise.
• SaaS implementation and consulting experience.
• Change management and business transformation experience.
• Experience leading geographically distributed teams.
• Professional certifications in project management, consulting, or service delivery are advantageous.