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…