Director of Professional Services

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About the role

We are seeking an experienced Director of Enterprise, Workplace and Low Voltage Field Engineering to lead a North America organization responsible for field delivery across enterprise networking, workplace technology, and low voltage infrastructure environments. The Director leads through Practice Leads and other Field Engineering leaders and is accountable for the overall workforce, partner ecosystem, delivery performance, organizational capability, and operating health of the organization.

This is a leader of leaders role. The Director is expected to build the organization and operating capability required to support growth while maintaining strong execution, quality, accountability, workforce readiness, and financial discipline. The role works across Professional Services, project delivery, technical teams, resource management, partners, and business leadership to ensure the organization can support what the business is committing to deliver.

• Lead, coach, develop, and hold accountable Practice Leads and other Field Engineering leaders across Enterprise, Workplace and Low Voltage.
• Set clear expectations for leadership, workforce readiness, utilization, delivery health, quality, performance management, and accountability.
• Maintain a forward looking view of demand, capacity, skills, geography, workforce risk, and future hiring or partner requirements.
• Build workforce strategies that use the right mix of employees, contractors, and delivery partners based on demand, capability, cost, location, and risk.
• Maintain a strong Field Engineering partner ecosystem with the capability, capacity, geographic coverage, and quality required to support delivery.
• Maintain visibility to major customer engagements, delivery risks, resource issues, quality trends, and escalations.
• Drive consistent adoption of Field Engineering delivery methods, tools, documentation, quality expectations, escalation practices, and closeout requirements.
• Monitor utilization, workforce cost, partner spend, labor mix, productivity, capacity, and other operating measures and use them to make informed decisions.
• Partner with Sales, Solutions, Costing and Estimating, Resource Management, PMO, Finance, Partner Management, and other delivery leaders.
• Support major opportunities by validating that proposed delivery dates, workforce models, technical leadership, partner assumptions, and Field Engineering costs are practical and executable.
• Build leadership depth, succession plans, and development priorities so the organization can scale without depending on a small number of individuals.
• Identify recurring delivery or operating issues and drive corrective actions that improve the broader organization.
• Strong understanding of enterprise networking, workplace technology, structured cabling, and field based infrastructure delivery.
• Enterprise Networking experience may include wired and wireless deployments, routing and switching infrastructure, network migrations, site surveys, equipment installation, and cutover support.
• Workplace experience may include endpoint deployment, refresh, migration, deskside services, large scale rollouts, site moves, and dispatch based services.
• Low Voltage experience may include copper and fiber structured cabling, IDF and MDF buildouts, rack and cabinet work, pathways, termination, testing, labeling, documentation, and acceptance requirements.
• Experience leading organizations that use a blended workforce of internal technical leaders, field resources, contractors, and delivery partners.
• Understanding of the operating requirements associated with multi site programs, geographic coverage, rapid resource scaling, and partner based execution.

• At least 10 years of Field Engineering, enterprise infrastructure delivery, workplace technology, low voltage infrastructure, Professional Services, technical services, or related experience; 12 15+ years preferred.
• At least 5 years of experience leading managers, leaders, or large distributed technical teams.
• Experience leading an organization of comparable size and complexity across multiple geographies or customer programs.
• Strong workforce planning, capacity management, utilization, performance management, and organizational leadership experience.
• Experience developing and managing partner based delivery models.
• Strong financial and operational acumen, including the ability to connect…