Director of Professional Services

The Director of Professional Services, in close collaboration with executive leadership, oversees the operations of the Project Management Office (PMO), Support, and Technical Services teams across all company territories. The role is responsible for driving operational excellence, standardizing delivery processes, and ensuring consistent application of methodologies, tools, and best practices across all practices.

Working closely with Practice Directors and the executive team, the Director plays a key role in defining, implementing, and continuously improving the company’s service delivery model. Although the position does not directly manage Practice Directors, it is accountable for ensuring alignment, process consistency, operational efficiency, and service quality across the organization.

The Director is also responsible for optimizing resource utilization, supporting organizational growth, improving customer retention, and enhancing employee satisfaction through strong operational leadership and continuous process improvement.

Responsibilities

Oversee the operations of the Project Management Office (PMO), Support, and Technical Services teams across all company territories. Collaborate closely with Practice Directors and executive leadership to optimize, standardize, and continuously improve company-wide delivery processes and methodologies. Ensure consistency, operational alignment, and adherence to company standards, methodologies, and processes across all practices. Drive improvements in interdepartmental communication and proactively identify opportunities to reduce operational friction and improve collaboration. Maintain high-level visibility over implementation projects to identify systemic issues, inefficiencies, process gaps, and recommend corrective actions. Establish and monitor KPIs and performance objectives related to operational efficiency, delivery excellence, and customer satisfaction. Continuously analyze delivery and consulting operational structures to identify opportunities for optimization, scalability, and improved profitability. Lead ongoing reviews of delivery methodologies and operational processes to ensure quality, productivity, compliance, and continuous improvement. Ensure the development, standardization, and proper utilization of operational tools, reporting systems, and project governance processes. Recommend and implement improvements to professional services methodologies, operational workflows, and delivery standards. Support Practice Directors in optimizing profitability, resource utilization, customer retention, and overall operational performance. Work closely with executive leadership to ensure alignment between operational execution and strategic business objectives. Provide regular updates to executive leadership regarding operational risks, areas of concern, and recommended corrective actions. Ensure proper use of operational systems, reporting tools, time tracking systems, and company-approved methodologies. Evaluate, recommend, and justify tools and technologies that support current and future operational requirements. Conduct cost-benefit and pricing analyses related to process improvements and operational tools. Directly manage the PMO, Support, and Technical Services teams, ensuring alignment with performance expectations and operational standards. Support managers and team leaders with resource planning, prioritization, workload balancing, and process adherence. Ensure teams receive appropriate training, tools, and guidance to maintain consistent and high-quality service delivery. Conduct regular one-on-one and team meetings while ensuring proper follow-up and documentation. Address performance issues, process adherence concerns, and operational challenges when required. Participate in post-implementation reviews and ensure lessons learned are integrated into future methodologies and operational processes. Travel to company territories as required to support operational alignment, process adoption, and collaboration. Lead by example in time management, reporting discipline, operational governance, and adherence to company methodologies. Perform all other related duties required as part of the role.

Requirements

Bachelor’s degree in a relevant field

More than 10 years of experience in business management and ERP (or similar systems) implementation Strong understanding of Professional Services business operations Experience managing operational delivery teams within a multi-department or multi-territory environment Strong leadership, communication, and organizational skills Excellent analytical and problem-solving abilities Strong business acumen with the ability to understand operational and financial impacts of decisions Ability to optimize processes, drive operational improvements, and implement organizational standards Results-oriented with a strong focus on accountability, quality, and meeting deadlines Ability to work collaboratively across departments and influence teams without direct authority