Director, Professional Services
$163,170–$240,000 year
On-siteAustin, Texas, United States
Job Summary
Lead and develop the Professional Services organization, defining long-term organizational strategy and coaching managers on performance management and resource planning. Establish and monitor key performance indicators to drive operational excellence, ensuring balanced staffing across geographies and adherence to delivery methodologies. Champion delivery excellence by acting as an escalation point for high-visibility customer situations and collaborating with Customer Success to ensure seamless transitions from onboarding through long-term adoption. Partner with Product, Engineering, and Sales to refine processes, influence the product roadmap, and align technical delivery capabilities with revenue goals. Identify automation opportunities and drive the development of Standard Operating Procedures to improve scalability and service quality.
Required Qualifications
- 10+ years of experience in Professional Services, IT Operations, or Software Development
- at least 5 years in a management role leading both individual contributors and other managers
- Demonstrated success building and developing high-performing leaders within a technical organisation
- Proven ability to scale delivery organisations, balancing customer needs, team development, and business goals across multiple geographies
- Strong experience driving team accountability through data, metrics, and structured performance management frameworks
- Exceptional communication and collaboration skills, with a track record of cross-functional influence across Product, Engineering, and Customer Success
- Deep understanding of the observability and monitoring landscape, including metrics, logs, alerting, and related SaaS delivery methodologies
- Strong working knowledge of core protocols and technologies such as SNMP, WMI, and APIs used in enterprise IT operations and monitoring
- Proficiency in scripting and automation using Python, PowerShell, or Groovy/Java
- experience with modern development workflows and version control (Git)
- Solid understanding of Windows and Linux server administration
- cloud platforms (AWS, Azure, GCP)
- IT infrastructure technologies
- Bachelor's degree in Computer Science, Information Systems, or related technical discipline, or equivalent professional experience
- Residents of California, click Here to view our California Applicant Privacy Notice
- candidates who are authorized to work in the United States on a full-time, permanent basis without requiring new or initial employer-sponsored work authorization
- Candidates who currently hold valid U.S. work authorization that can be transferred to a new employer (such as certain H-1B statuses)
Desired Qualifications
- PMP, CAPM, CSM (Certified Scrum Master), or equivalent certifications preferred but not required
- Certifications such as AWS Certified Solutions Architect, AWS Certified Developer, VMware VCP, CCNA, or MCSA are a strong plus
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