Director, Professional Services

We're hiring a Director of Professional Services to build a professional services organization that supports itself financially. This is a new, highly visible role reporting directly to the CEO, created because implementation and delivery quality are what turn a signed contract into a successful, referenceable customer.

You will take ownership of the full implementation lifecycle, along with the teams that run it, and be accountable for turning professional services from a function that is not covering its own costs into one that at minimum breaks even.

What You'll Own

• The full implementation lifecycle. Discovery, project planning, data conversion, integrations, training, testing, and go-live, from sales handoff through a clean handoff to Account Management.
• A multi-team delivery organization. Project management (PMO), business analysis and solution consulting, data conversion, training and customer readiness, and the team responsible for client-facing interfaces and integrations, which partners closely with the CTO's organization on technical standards.
• Delivery economics. The professional services cost structure and delivery economics. The immediate mandate is to get the function to at least break even and build the visibility to keep it there.
• Methodology and pricing discipline. The estimation practices, delivery methodology, and SOW / change-order discipline that make implementations predictable to price, staff, and schedule.
• Sales partnership. A formal sales-to-delivery handoff, with sign-off on delivery estimates and scope before they are committed to a customer.
• Technical partnership. Integration architecture, security, and release standards set by the CTO's organization; you own the schedule and staffing for the interfaces team, in close coordination with Engineering.

What You'll Bring

Required

• 8+ years leading professional services, implementation, or delivery organizations in enterprise or government software.
• Direct accountability for the cost structure or economics of a services organization, not delivery management alone.
• A track record delivering complex implementations involving legacy data conversion, third-party system integrations, and structured cutovers.
• Experience building or materially improving delivery methodology, estimation practices, and SOW / change-order discipline.
• Comfortable holding a line with sales and customers when a schedule or scope commitment doesn't work, and can defend that position with data.
• Experience partnering closely with product and engineering leadership without having formal authority over them.

Strongly Preferred

• Public-sector software delivery experience: justice, courts, law enforcement, or another regulated government domain.
• Familiarity with CJIS or comparable regulatory and compliance obligations.
• Experience with cloud-hosted deployments and migrating customers off legacy or on-premises platforms.
• Experience scaling a services organization through a period of growth.