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Job Summary 

Leapwork's Global Professional Services organization enables customers to rapidly adopt and realize value from the Leapwork platform through implementation excellence, partner-enabled delivery, technical expertise, and operational excellence. Professional Services plays a strategic role in accelerating customer adoption, enabling customer self-sufficiency, and continuously improving how Leapwork delivers value at scale. 

The Director, Global Professional Services is responsible for defining and executing Leapwork's global Professional Services strategy. This role leads a global organization responsible for consulting delivery, delivery operations, partner enablement, product training, services engineering, resource management, and operational excellence. 

Success in this role is measured by the organization's ability to consistently deliver exceptional customer outcomes, accelerate time-to-value, enable customer self-sufficiency, scale through partners, improve operational efficiency, and continuously evolve Leapwork's implementation capabilities and service offerings. 

This leader is responsible for building a scalable Professional Services organization that combines world-class delivery, operational excellence, and continuous innovation to support Leapwork's long-term growth strategy. 

Key Responsibilities 

Strategic Leadership: 

• Define and execute Leapwork's global Professional Services strategy, aligning delivery, operations, partner enablement, and customer adoption with the company's strategic objectives. 

• Lead, develop, and inspire a high-performing global Professional Services organization by fostering a culture of accountability, operational excellence, continuous learning, and innovation. 

• Champion a One Leapwork operating model by aligning Sales, Customer Success, Product, Engineering, Partners, and Operations around shared customer outcomes and reducing organizational friction. 
• Establish Professional Services as a strategic contributor to customer adoption, product evolution, and long-term business growth 

Customer Adoption & Delivery Excellence: 

• Own the successful delivery of Professional Services engagements, ensuring consistent quality, predictable outcomes, and measurable customer value. 

• Continuously improve implementation methodologies, governance, and delivery standards to accelerate customer time-to-value and enable long-term customer self-sufficiency. 

• Provide executive oversight for strategic customer engagements, complex implementations, and critical customer escalations. 

  Partner Ecosystem & Scale: 

• Develop and mature a global partner-enabled delivery model that expands implementation capacity while maintaining a consistent customer experience. 

• Establish partner certification, enablement, governance, and operational standards that ensure delivery quality across Leapwork's partner ecosystem. 

• Collaborate with Partner Management to continuously strengthen partner capabilities and operational readiness. 

  Services Innovation: 

• Drive the evolution of Professional Services through reusable implementation assets, packaged service offerings, accelerators, implementation best practices, and delivery intellectual property. 

• Establish structured feedback loops with Product Management and Engineering to transform customer and implementation insights into product improvements and delivery innovation. 

• Foster a culture of continuous improvement by leveraging AI, automation, and emerging technologies to improve delivery quality, operational efficiency, and customer outcomes. 

  Operational Excellence: 

• Own the operational performance of the Professional Services organization, including capacity planning, forecasting, resource management, utilization, financial performance, business planning, and organizational health. 

• Establish measurable operational KPIs and continuously optimize performance through data-driven decision making and process improvement. 

• Simplify operational processes and implement scalable systems that improve execution while reducing organizational complexity. 

  Cross-Functional Leadership: 

• Partner closely with Sales, Customer Success, Product, Marketing, Finance, Operations, and Partner organizations to deliver a seamless customer experience throughout the customer lifecycle. 

• Represent the voice of the customer internally by translating implementation experience into actionable improvements across products, processes, enablement, and customer engagement. 

• Build trusted executive relationships internally and externally while fostering collaboration, transparency, and shared accountability for customer success. 
  

Qualifications 

• 10+ years of leadership experience in Professional Services, Consulting, Customer Delivery, Customer Success, or other enterprise SaaS organizations, including at least 5 years leading global or multi-regional customer-facing teams. 

• Demonstrated success building and scaling high-performing organizations through periods of growth, transformation, and operational change. 

• Proven experience developing scalable service delivery models, implementation methodologies, operational processes, and customer adoption programs. 

• Strong commercial and operational acumen, with experience managing forecasting, capacity planning, resource management, utilization, financial performance, and business metrics. 

• Experience developing and scaling partner-enabled delivery models, including partner enablement, governance, certification, and co-delivery. 

• Strong understanding of enterprise software implementations, software development lifecycle, quality assurance, test automation, AI-enabled workflows, and modern enterprise technology environments. 

• Demonstrated ability to influence executive stakeholders and build strong cross-functional partnerships across Sales, Customer Success, Product, Engineering, Marketing, Finance, and Partner organizations. 

• Exceptional leadership, coaching, communication, and organizational development skills, with a passion for building high-performing teams and developing future leaders. 

• Passion for continuous improvement, operational excellence, customer adoption, and leveraging AI and automation to improve business outcomes. 

• Bachelor's degree in Business, Computer Science, Engineering, or a related discipline required. MBA or equivalent leadership experience preferred. 

• Willingness to travel globally as required. 

• Experience leading organizations through AI-enabled transformation or large-scale operational modernization. 

• Experience working with enterprise system integrators, consulting partners, or global alliance ecosystems.