Director of Professional Services

Accountabilities:: Own P&L and book-of-business performance for a $3–5M portfolio, including budgeting, revenue forecasting, cost management, and margin performance. Oversee delivery quality and customer outcomes across concurrent ERP/SaaS implementation projects, adapting delivery approaches to customer needs rather than relying on rigid methodologies. Lead, develop, and motivate a multidisciplinary Professional Services team of consultants, business analysts, and project managers. Serve as the senior escalation and relationship point for key customers, ensuring long-term account health and positive client experiences. Allocate and balance resources across active engagements to optimize delivery capacity, utilization, and profitability. Identify delivery and financial risks early and establish mitigation plans that protect both customer outcomes and business performance. Partner with Sales on the scoping, pricing, and positioning of new engagements without directly owning sales activities. Drive improvements across the delivery lifecycle to increase speed, quality, consistency, and operational efficiency. Participate in finalizing roadmaps and prioritizing tickets based on customer and business needs. Engage directly with customers to understand priorities, resolve challenges, and strengthen relationships. Collaborate with Sales, Engineering, Product, Customer Success, and Support to align priorities and deliver strong customer outcomes. Requirements: Bachelor’s degree in Business Administration, Computer Science, Information Technology, or a related discipline. 10–15 years of progressive experience in professional services, project management, delivery, or similar roles within the software or technology industry. 3–5+ years of leadership or management experience, preferably at Senior Manager or Director level within a Professional Services organization. Proven experience overseeing a portfolio of projects with P&L and book-of-business responsibility for revenues of approximately $3–5M. Demonstrated success in maintaining healthy profit margins within a Professional Services environment. Proven ability to turn underperforming or loss-making engagements into profitable, high-performing businesses through strong strategy and execution. Strong delivery management experience with ERP/SaaS implementations delivered through short, time-boxed cycles of under six months across multiple concurrent projects. Experience managing senior client relationships, understanding customer needs, resolving escalations, and driving customer success. Strong financial acumen, including budgeting, revenue forecasting, cost management, and profitability analysis. Based in Canada and legally eligible to work in Canada. Willingness to travel approximately 15–20% to meet clients in person. Availability to work hours overlapping with EST, CST, or PST. Master’s degree in Technology, an MBA, or another advanced degree is a plus. Understanding of the Canadian K–12 and nonprofit sectors, particularly experience working with school boards or nonprofit organizations, is an asset. French language proficiency is a plus. Experience managing remote, globally distributed teams and fixed-budget contracts is an advantage. Familiarity with AI and AI-assisted tools for delivery or operations, including automation of analysis, reporting, or resource planning, is a plus. Benefits: Fully remote position open to applicants residing in Canada. Flexible working hours with an asynchronous work environment focused on results and customer outcomes. Professional growth supported through ongoing feedback, career development support, and access to modern tools, playbooks, and technology. Opportunities to connect with industry thought leaders and participate in webinars covering emerging technology topics. Home office stipend to help create an effective remote workspace. Global and inclusive culture with virtual coffee chats, happy hours, cooking classes, book clubs, and other team activities.