Senior Director, Professional Services

Decisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing efficiency and yielding results, regardless of technical expertise. This no-code automation platform seamlessly integrates AI tools, rules engines, and workflow management, enabling the transformation of customer experiences, modernization of legacy systems, and the achievement of automation goals three times faster than traditional software development.

The Senior Director of Professional Services provides the strategic vision and leads service delivery for Decisions' Professional Services department. They will be responsible for overseeing all aspects of solutions delivery and managing the professional services staff. The Senior Director of Professional Services must ensure excellent customer relations and engage in high-priority interactions with existing and prospective clients. Oversee the development of policies, procedures, methods, and tools to support delivery. Furthermore, they ensure that projects and deliverables are completed on time and within budget. They will work with various departments around the organization to ensure adequate resources meet demand.

You will be at the forefront of leading and managing the Professional Services division of the company. Your responsibility will be to oversee the successful implementation and delivery of the Decisions no-code automation platform to all Clients. Your expertise in client engagement, project management, and automation technologies will be instrumental in enabling clients to achieve their business objectives through the effective utilization of the Decisions platform.

The Senior Director of Professional Services must have extensive experience in Professional Services, PS operations and management, and be passionate about client satisfaction. This individual must also know how to assess customer needs, articulate client needs internally, and serve as a representative of the company to external individuals. They must be able to prioritize professional services that will benefit the company, as well as impact key business metrics.

This position is on-site at our HQ in Virginia Beach, VA. Reports to the COO and manages the PS Directors and Managers.

Objective #1: Team Leadership and Development:

• Overseeing all aspects of solutions delivery and managing the professional services staff
• Provide mentorship, guidance, and performance feedback to team members, fostering their professional growth
• Establish clear roles and responsibilities, delegating tasks effectively to maximize team productivity and efficiency
• Conduct regular training and upskilling programs to keep the team abreast of the latest automation technologies and industry trends

Objective #2: Effectively allocate and manage resources to ensure successful project execution:

• Improve resource allocation accuracy and efficiency
• Enhance engagement planning processes for better resource alignment
• Improve forecasting accuracy for resource needs
• Enhance communication and collaboration between project managers and resource managers
• Monitor resource utilization to optimize productivity

Objective #3: Collaborate with executive stakeholders to understand business objectives and identify strategic opportunities for professional services:

• Lead the development of frameworks, principles, and guidelines that align with business goals and industry best practices
• Analyze market trends, emerging technologies, and competitive landscape to identify opportunities for innovation and differentiation
• Define and communicate the long-term vision and roadmap for professional services, ensuring alignment with company strategies

Objective #4: Establish a robust system to monitor, track, and report on key performance indicators (KPIs) across the professional services department:

• Regularly analyze and report on departmental performance using established KPIs to Board of Directors and C-Suite Executives at Decisions
• Collaborate with stakeholders to align departmental goals and objectives with overall company objectives
  • PS Team Metrics #1: Annual Revenue
  • PS Team Metrics #2: Annual PS Margin
  • PS Team Metrics #3: Customer Retention
  • PS Team Metric #4: Time to value (go-live)

• Proven track record of successfully leading and delivering large-scale solution initiatives specifically in custom software project (NOT PRODUCT)- and understands the resources, budget, scope, deployment best practices
• .NET or Java project background or similar technical experience
• Extensive experience in progressively senior positions within a solution/services delivery environment (3-12 month projects completed)
• At least 5 direct reports, while also managing multiple simultaneous projects under management
• Strong business acumen and the ability to translate business requirements into technical solutions that meet customer needs and drive revenue growth; scope managed, comfort writing and issuing change orders
• Proven presentation, interpersonal communication, documentation skills, highly organizational skills and proven ability to communicate our value proposition
• Demonstrated experience building and scaling a professional services business with accountability for financial targets
• Excellent leadership and team management skills, with the ability to inspire and motivate teams to achieve high levels of performance