Senior Director of Services Excellence

Job Summary

Building a new Services Excellence organization, the full-time Senior Director of Services Excellence will define and implement governance, operating models, and performance metrics for a global Professional Services business, ensuring scalable delivery and improved customer outcomes in a remote environment.

Key responsibilities

• Design and establish the Services Excellence function, including team structure, governance, and success metrics
• Define and manage the global services portfolio architecture and ensure commercial viability and alignment with margin expectations
• Drive demand forecasting and workforce planning to optimize staffing and delivery capacity across the organization

Required qualifications

• 12+ years of leadership experience in professional services, consulting, or related fields
• Significant experience in a global software, SaaS, or technology services organization
• Proven track record in building teams and operating models from the ground up
• Deep understanding of professional services economics, including pricing and capacity planning
• Experience leading cross-functional transformation initiatives with measurable outcomes