Service Engagement Director
On-siteRiyadh, Riyadh Region, Saudi Arabia
Job Summary
Drive services growth by shaping high-value Professional Services opportunities that increase revenue and expand account footprint. Develop and execute multi-year engagement strategies aligned with customer business goals, ensuring delivery excellence and profitable execution across assigned accounts. Own the full lifecycle of services engagements, including forecasting, margin optimization, pricing strategy, and commercial negotiations to protect business performance. Lead executive governance forums that communicate value realization, performance metrics, and forward-looking recommendations while acting as the escalation point for complex delivery challenges. Partner with Sales and Customer Success to identify expansion opportunities and orchestrate cross-functional teams to deliver projects on time and within scope. Manage financial performance and mitigate delivery risks early to ensure sustained customer confidence. Willingness to travel approximately 20 percent across Saudi Arabia and the GCC and Levant region. Fluent English required; Arabic a plus.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field
- 12 years or more years of related experience in Professional Services Consulting, enterprise software delivery, or customer engagement roles, or 8 years with a Master's degree
- Proven experience managing complex enterprise engagements across the full services lifecycle
- Demonstrated ability to build and influence relationships with senior and executive stakeholders, including C level leadership
- Strong commercial and financial acumen with experience managing revenue, forecasting, margins, and pricing strategies
- Experience managing Statements of Work, contract negotiations, scope control, and commercial governance
- Solid understanding of SaaS business models and cloud based software delivery, ideally within customer experience or contact center platforms
- Experience working cross functionally with Sales, Customer Success, Delivery, Product, and Partner teams to achieve business outcomes
- Excellent communication, presentation, and negotiation skills with the ability to engage both business and technical audiences
- Strong analytical mindset with the ability to identify risks, solve complex problems, and drive resolution proactively
- Fluent English - written and spoken
- Willingness to travel approximately 20 percent across Saudi Arabia and the GCC and Levant region
Desired Qualifications
- Arabic could be a nice to have
- Experience delivering Professional Services engagements within enterprise SaaS or customer experience platforms such as Genesys Cloud
- Familiarity with the Saudi Arabian market and regional business environment
- Master's degree in Business Administration, Engineering, Information Technology, or a related discipline
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