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Professional Services Director

Position Summary

The Professional Services Director is accountable for regional delivery success, customer outcomes, team leadership, and business performance. Acting as the primary Professional Services interface with Sales, Pre-Sales, Customer Success, Partners, and Customers, this role ensures high-quality delivery while contributing directly to regional growth and profitability.

The role spans four key areas:

1. Business Leadership – owning regional PS performance, revenue, margin, utilisation, backlog, forecasting, and profitable growth.
2. Pre-Sales Leadership – shaping delivery scope, supporting strategic opportunities, and ensuring realistic delivery expectations.
3. Delivery Accountability – overseeing project execution, governance, quality, customer satisfaction, and successful outcomes.
4. People & Escalation Management – leading regional teams, developing talent, and managing customer escalations and recovery plans.

This is a senior leadership role requiring strong commercial acumen, delivery expertise, customer credibility, and people leadership.

Key Responsibilities

Business Leadership

• Own regional Professional Services performance and P&L outcomes.
• Manage revenue, margin, utilisation, backlog, forecasting, and resource planning.
• Align delivery capacity and skills with commercial priorities and growth objectives.
• Partner with Sales, Customer Success, Finance, and regional leadership to drive performance.
• Monitor portfolio health and take corrective action to mitigate revenue, margin, or delivery risks.
• Ensure Professional Services contributes to customer retention, expansion, and long-term value.

Pre-Sales Leadership

• Engage in strategic sales opportunities from Stage 2+.
• Position Professional Services effectively throughout the sales cycle.
• Validate delivery scope, timelines, resource plans, estimates, and commercial assumptions.
• Collaborate on complex bids, implementation approaches, and risk assessments.
• Support SOW development and ensure commitments are achievable, clearly defined, and aligned to customer outcomes.
• Identify and mitigate delivery risks before contract signature.

Delivery Accountability

• Ensure successful execution and high-quality delivery across the regional portfolio.
• Maintain governance through PGF checkpoints, RAG reporting, steering committees, RAID management, and executive reviews.
• Monitor project health, risks, budgets, milestones, scope, and customer sentiment.
• Own customer satisfaction and CSAT outcomes.
• Ensure projects are delivered on scope, budget, timeline, and quality objectives.
• Drive adoption of Board’s Boarding PASS methodology and delivery standards.
• Act as the senior escalation point for delivery issues and recovery plans.
• Partner with Customer Success and Support to ensure smooth transition from implementation to value realization.

People & Escalation Management

• Lead, develop, and performance-manage regional Professional Services teams.
• Drive hiring, onboarding, capability development, succession planning, and employee engagement.
• Foster a high-performance culture focused on accountability, collaboration, quality, and customer impact.
• Coach Project Managers, Consultants, Solution Architects, Delivery Leads, and other PS professionals.
• Own customer escalations and coordinate recovery across internal and external stakeholders.
• Capture lessons learned and drive continuous improvement across delivery practices.

Cross-Functional Leadership

The Professional Services Director serves as the primary regional interface between Professional Services and the wider business, partnering closely with:

• Sales – supporting growth and ensuring delivery quality before signature.
• Pre-Sales – validating solution and services feasibility.
• Customer Success – aligning delivery outcomes with adoption, retention, and expansion.
• Partners – ensuring quality and consistency in partner-led delivery.
• Customers – providing executive oversight, governance, and escalation support.
• Practice Leads and Value Engagement Leads – leveraging expertise for complex bids and delivery scenarios.

Key principle: PS Directors own delivery accountability, customer outcomes, and business performance. Practice Leads and Value Engagement Leads support these outcomes but do not own them.

Requirements

• 10+ years' experience in Professional Services, consulting, enterprise software delivery, or programme leadership.
• Experience leading regional or multi-country Professional Services teams.
• Proven ownership of services revenue, margin, utilisation, forecasting, backlog, and portfolio performance.
• Experience delivering enterprise SaaS, BI, EPM, CPM, FP&A, or planning transformation programmes.
• Strong understanding of Agile, Waterfall, and Hybrid delivery methodologies.
• Experience supporting pre-sales engagements, SOW reviews, and delivery scoping.
• Strong commercial acumen, stakeholder management, and communication skills.
• Proven leadership experience across hiring, coaching, performance management, and team development.
• Strong governance, risk management, escalation handling, and recovery planning capability.
• Willingness to travel as required.

Preferred Qualifications

• Experience with Board or similar platforms such as Anaplan, Oracle EPM, SAP BPC, IBM TM1/Planning Analytics, OneStream, Workday Adaptive Planning, or Tagetik.
• PMP, PRINCE2, MSP, Scrum Master, or equivalent certification.
• Experience in high-growth SaaS or enterprise software environments.
• Experience working with partners and system integrators.
• Experience supporting complex bids, enterprise transformations, and strategic programmes.
• Additional European language skills are advantageous.

Success Metrics

• Regional PS revenue, margin, utilisation, backlog, and forecast accuracy.
• On-time, on-budget, and in-scope project delivery.
• Project health, governance effectiveness, and RAG improvement.
• Customer satisfaction, CSAT, NPS, and executive sponsor confidence.
• Reduction in delivery escalations and improved recovery outcomes.
• Improved quality of pre-sales engagement and project scoping.
• Team engagement, retention, hiring success, and succession readiness.
• Services expansion, repeat business, and contribution to customer value realization.

The successful candidate will combine commercial ownership, delivery excellence, customer leadership, pre-sales discipline, and strong people management to scale a high-performing, profitable Professional Services organization while delivering outstanding customer outcomes.

Board International is an equal opportunity employer and is committed to a diverse and inclusive workforce.

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