Senior Director – Services Excellence

This is a fully remote position, open to applicants in Colorado, +15 more locations.

📋 Description

• Create and establish the Services Excellence function from the ground up.

• Outline the organizational structure, charter, responsibilities, operating rhythm, governance forums, and success metrics.

• Recruit, nurture, and guide a team covering portfolio management, commercial governance, demand planning, workforce planning, delivery excellence, and business process excellence.

• Manage the global services portfolio architecture, including offerings, packages, SKUs, rate cards, delivery models, and lifecycle ownership.

• Implement frameworks for services deal governance, pricing controls, margin gates, and exception management.

• Lead initiatives for standardized cost models, profitability analytics, gross-margin enhancement, realization, utilization, partner-spend efficiency, and services economics.

• Develop integrated demand forecasting and workforce planning models.

• Create capacity views segmented by geography, service line, role, skill, and delivery model.

• Establish global delivery standards, methodologies, quality frameworks, operational runbooks, and replicable playbooks.

• Collaborate with regional delivery leaders to minimize project risks, delivery inconsistencies, escalations, poor system hygiene, and margin leakage.

• Redesign and enhance end-to-end Services processes throughout the customer lifecycle.

• Spearhead transformation initiatives involving operating model design, organizational structure, systems, reporting, governance, and change management.

• Manage Services requirements and prioritization for PSA, workflow, reporting, automation, and analytics platforms.

• Develop executive reporting standards, data hygiene regulations, scorecards, and operational dashboards.

• Provide counsel to Services leadership on operating models, economics, governance, and transformation priorities.

• Influence senior stakeholders across Services, Sales, Finance, Product, Customer Success, and global delivery teams.

• Promote change management, adoption, accountability, and measurable business outcomes.

⛳️ Requirements

• 12+ years of progressive leadership experience in professional services, consulting, customer success operations, business transformation, strategy, operations, or services excellence.

• Extensive experience in a global software, SaaS, consulting, or technology services organization.

• Demonstrated success in building teams, operating models, transformation offices, or Centers of Excellence from scratch.

• Profound knowledge of professional services economics, including utilization, realization, gross margin, pricing, discounting, forecasting, capacity planning, revenue timing, and partner management.

• Experience overseeing cross-functional transformation initiatives with quantifiable operational and financial results.

• Proficient in developing governance models, decision rights, operating rhythms, executive reporting, and performance scorecards.

• Collaborative experience with Sales, Finance, Services Delivery, Product, Revenue Operations, Customer Success, and executive leadership.

• Builder mentality.

• Systems thinking capability.

• Commercial acumen.

• Operational diligence.

• Data literacy.

• Executive communication skills.

• Ability to influence without formal authority.

• Leadership in change management.

• Commitment to talent development.

🏝️ Benefits

• Voluntary healthcare coverage for employees and their families where applicable.

• Paid time off.

• Open Mentoring Program.

• 401k plan with 100% vested company contributions.

• Flexible paid time off.

• Holidays.

• Generous caregiver and parental leaves.

• Life and disability insurance.

• Medical, dental, vision, and prescription drug coverage.

• Discretionary bonus plan, commission plan, and/or equity plan may be available depending on the role.