Senior Director, Technical Services

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

📋 Description

• Unify and scale the Advisory, Delivery, and Support workstreams under a single operating model.

• Take ownership of delivery quality, timeliness, and client/partner satisfaction across all three workstreams.

• Establish common standards, handoff protocols, reporting cadence, capacity planning, utilization management, backlog health, and escalation tracking.

• Act as the primary liaison for workstream health, capacity, and delivery status communications with PS leadership.

• Collaborate with Project Managers, Enablement, Sales, and SI/GSI partners.

• Maintain the quality standards for design artifacts, uphold design standards and reference architectures, and resolve major architectural decisions.

• Manage the intake of engineering resources, prioritization, staffing, rebalancing, scope, timelines, quality gates, velocity, and throughput.

• Oversee support SLAs, coverage models, on-call structures, upgrade methodologies, client/SI mentoring, and knowledge transfer.

• Develop metrics, dashboards, reporting cadence, ramp paths, curricula, hiring plans, role profiles, interview standards, and leveling criteria.

• Report on workstream health, capacity, delivery metrics, risks, and technical delivery performance to PS leadership.

• Enhance delivery predictability, SLA compliance, capacity forecasting, and the consistency of the technical governance model.

⛳️ Requirements

• 10+ years of experience in technical delivery, professional services, or engineering leadership within enterprise software, industrial software, or MES/manufacturing operations platforms.

• Proven experience managing multiple technical functions simultaneously, including solution architecture/advisory, engineering delivery, and technical support, as a cohesive organization.

• Experience managing distributed, international teams; direct experience with US/Europe (particularly Spain) team structures is highly advantageous.

• A strong track record of building or scaling a technical delivery function during a growth phase, including hiring strategies and ramp/enablement design.

• Strong operational instincts in capacity planning, utilization management, SLA and escalation frameworks, and delivery metrics.

• Comfortable operating at both strategic and technical levels, including design and architecture discussions.

• Experience working with or alongside System Integrator (SI) and Global SI (GSI) partner ecosystems.

• Preferred direct experience with MES, MOM, or industrial automation platforms (TrakSYS or similar platforms).

🏝️ Benefits

• Bonus eligibility.

• Comprehensive medical, dental, and vision coverage.

• 401(k) with company matching.

• Generous paid time off and company holidays.

• Professional development and career advancement opportunities.

• Collaborative and innovative work environment.

• Opportunity to make a significant impact at a growing global software company.