Services Director

The Services Director is responsible for leading, scaling, and continuously improving the Professional Services organization responsible for implementing Workforce Management (WFM) solutions for customers across healthcare, aviation, government, retail, logistics, and other industries.

This is a player-coach leadership role requiring a hands-on individual who can successfully deliver strategic customer implementations while simultaneously building a high-performing services organization from the ground up.

The ideal candidate combines strong consulting, project delivery, workforce management, and people leadership capabilities, with the ability to establish processes, mentor teams, manage customer relationships, and drive successful project outcomes.

Key Responsibilities

Services Leadership & Team Building

• Build, lead, and scale the Professional Services organization.
• Recruit, develop, mentor, and retain implementation consultants, project managers, business analysts and solution architects.
• Establish organizational structure, career progression frameworks, and performance management processes.
• Foster a high-performance, customer-centric, and accountable culture.
• Act as a player-coach by directly participating in critical projects, customer engagements, and escalations.

Project Delivery & Implementation

• Own end-to-end delivery of customer implementation projects.
• Ensure projects are delivered on time, within budget, and according to agreed scope and quality standards.
• Establish and continuously improve implementation methodologies, governance frameworks, templates, and best practices.
• Monitor project health, risks, dependencies, resource utilization, and customer satisfaction.
• Lead executive-level steering committee meetings and customer governance reviews.
• Support project recovery initiatives when projects encounter delivery challenges.

Workforce Management Solution Expertise

• Develop deep expertise in workforce management, workforce optimization, rostering, scheduling, time and attendance, leave management, payroll integrations, and workforce analytics.
• Guide customers on process transformation and adoption of workforce management best practices.
• Provide strategic advice to customers on workforce planning, operational efficiency, compliance, and resource optimization.

Customer Success & Stakeholder Management

• Build trusted relationships with executive stakeholders, project sponsors, and operational leaders.
• Manage customer expectations and ensure alignment between business requirements and solution capabilities.
• Handle critical escalations and complex customer situations.
• Drive customer satisfaction, referenceability, renewals, and expansion opportunities.

Commercial & Business Growth

• Collaborate with Sales and Pre-Sales teams during opportunity qualification and solution design.
• Review Statements of Work (SOW), implementation estimates, and project plans.
• Identify opportunities for additional services, enhancements, and consulting engagements.
• Contribute to services revenue growth and profitability objectives.

Process & Quality Management

• Define and enforce implementation standards, quality assurance processes, and project governance controls.
• Drive continuous improvement initiatives across delivery methodologies and customer onboarding processes.
• Develop implementation accelerators, reusable assets, and knowledge management practices.

Requirements

Education

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or related discipline.
• MBA or relevant postgraduate qualification is advantageous.

Experience

• 10+ years of experience in software implementation, consulting, or professional services.
• 5+ years of leadership experience managing consulting or implementation teams.
• Proven experience building and scaling professional services organizations.
• Strong track record delivering enterprise software implementations.
• Experience managing complex, multi-stakeholder projects.
• Experience in SaaS, workforce management, HR technology, ERP, HCM, or enterprise software environments.

Benefits

Compensation & Rewards

• Competitive base salary with annual performance bonus.
• Leadership incentive tied to Services KPIs, customer satisfaction, project delivery, and team performance.

Professional Growth

• Opportunity to build and lead a Professional Services organization from the ground up.
• Direct exposure to executive leadership and strategic decision-making.
• Significant career growth potential as the company expands regionally.

Impact & Ownership

• High degree of autonomy and decision-making authority.
• Opportunity to shape delivery methodology, organizational structure, and service offerings.
• Direct influence on customer success, product evolution, and company growth.
• Opportunity to work with leading healthcare, aviation, government, and enterprise organizations across the region.

Work Environment

• Dynamic and entrepreneurial culture with minimal bureaucracy.
• Collaborative and high-performing team environment.
• Regional exposure and opportunities to work on large-scale digital transformation initiatives.

Leave & Wellness

• Annual leave and medical benefits in accordance with company policy.
• Medical and hospitalization insurance coverage.