Director, Professional Services

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee the complete Services delivery process, from solution scoping to implementation, customer acceptance, and handoff for adoption readiness.

• Ensure that scope, technical dependencies, success criteria, timelines, and resource needs are clearly understood prior to finalizing customer commitments.

• Accelerate time-to-value, ensure predictable deployments, and maintain accountability for program completion.

• Actively engage in strategic and complex customer programs in the capacity of a senior Services executive.

• Collaborate closely with Sales, Solution Engineering, Product, Engineering, Support, and customer teams.

• Develop and expand a technically proficient Services organization focused on enterprise implementations and AI/agent deployments.

• Enhance capabilities related to customer environment setup, data ingestion, APIs, integrations, platform configuration, supply-chain mapping, analytics, AI workflows, agent design, testing, observability, and enablement.

• Lead enterprise AI and agent deployments from initial discovery and prototyping to secure production deployment.

• Establish practices for agent evaluation, testing, monitoring, human escalation, reliability, and continuous improvement.

• Define the engagement model between Services and Engineering while minimizing unnecessary Engineering dependencies.

• Develop repeatable delivery models for scoping, onboarding, integrations, AI/agent design, acceptance, hypercare, Managed Services, change orders, and post-go-live transitions.

• Manage Services utilization, billability, revenue, delivery margins, resource planning, and change-order discipline.

• Create capacity models that encompass implementation resources, strategic programs, Engineering dependencies, U.S./India delivery, and future hiring needs.

• Develop recurring Managed Services offerings such as data validation, analytics, technical enablement, compliance support, AI/agent optimization, and platform administration.

• Ensure clear adoption-ready handoffs with defined go-live dates, usage expectations, success criteria, technical barriers, and post-go-live ownership.

• Evaluate success based on time-to-value, implementation quality, Services self-sufficiency, utilization, revenue, margin, repeatability, Managed Services growth, adoption readiness, customer satisfaction, and AI/agent production outcomes.

⛳️ Requirements

• 10+ years of experience in Professional Services, enterprise SaaS implementation, consulting, Managed Services, customer delivery leadership, or related enterprise technology roles.

• Proven experience in leading complex enterprise customer programs from discovery and solution design through to production deployment, adoption, and measurable outcomes.

• Experience in building or scaling Services teams and delivery models for technically complex SaaS, data, AI, or agentic products.

• Strong operational discipline in governance, resource allocation, utilization, delivery quality, margin, and change management.

• Comprehensive knowledge of modern enterprise data platforms and architectures.

• Proficiency with APIs, enterprise integrations, data ingestion, analytics workflows, and cloud environments.

• Practical knowledge of generative AI and agentic systems, including use-case discovery, workflow and agent design, orchestration, integrations, evaluation/testing, guardrails, observability, human-in-the-loop patterns, and production readiness.

• Experience collaborating directly with enterprise customers to identify high-value AI use cases and transition them from pilot to large-scale production.

• Strong understanding of deterministic software delivery versus probabilistic AI systems, including evaluation, monitoring, iteration, and operational guardrails.

• Ability to translate enterprise business challenges into actionable AI/agent solutions and differentiate Services tasks from product or Engineering responsibilities.

• Excellent executive communication and leadership skills in customer-facing situations.

• Strong commercial acumen and understanding of Services economics.

• Experience working cross-functionally with Sales, Product, Engineering, Support, post-go-live customer teams, and Finance.

• Experience managing distributed or global delivery teams.

• Experience with Databricks is strongly preferred.

• In-depth knowledge of Databricks, enterprise AI, agentic AI, developer platforms, data-intensive SaaS, or forward-deployed technology is a plus.

• Familiarity with U.S. and India delivery models is advantageous.

🏝️ Benefits

• Comprehensive benefits covering health, wealth, and wellbeing.

• Fully remote work options available.

• Opportunities for in-person connections.

• Potential for technical growth.

• Chance to influence impactful technology.