Associate Practice Director - Professional Services ( SaaS - HR Technology

Associate Practice Director – Professional Services | SaaS – HR Technology | Mumbai Role Overview

The Practice Director is a senior, strategic, and highly execution-oriented techno-functional leader responsible for the growth, performance, and evolution of a Professional Services practice. This role requires a leader who can operate confidently at both the strategic and operational levels—setting the direction for the practice while remaining close enough to the technology, product, customer, and delivery landscape to make sound decisions and unblock complex engagements.

The Practice Director will own practice strategy, portfolio performance, delivery excellence, customer outcomes, talent development, and the evolution of scalable service offerings. They will play a critical role in translating Workforce AI capabilities, customer needs, and business priorities into practical, differentiated, and scalable services. A key expectation of this role is the ability to lead in an evolving AI landscape.

The successful candidate must bring demonstrated experience in Workforce AI and practical AI capabilities, with a strong understanding of how AI can transform workforce processes, customer outcomes, and Professional Services delivery. Working closely with Professional Services, Sales, Customer Success, Product, Engineering, Alliances, and Support, the Practice Director will shape strategy, influence product and services direction, resolve critical customer and delivery challenges, and build a high-performing organization capable of executing at scale.

• Practice Strategy Growth Define and execute the practice strategy, operating model, governance, and service portfolio in alignment with business priorities and market opportunities. Translate Workforce AI capabilities and evolving customer needs into scalable service offerings, implementation approaches, and advisory services. Drive the evolution of the practice through new offerings, improved delivery models, differentiated capabilities, and strategic investments. Partner with Sales and Customer Success to shape strategic opportunities, strengthen value propositions, and support practice growth.
• Portfolio Delivery Leadership Own the overall health and performance of the portfolio, including revenue, margin, utilization, delivery quality, customer satisfaction, risk, and strategic commitments. Establish strong operating rhythms and governance to identify risks early and drive timely corrective action. Provide senior leadership and direction for complex, high‑risk, or strategically important customer engagements. Ensure delivery teams maintain a strong focus on customer outcomes, time to value, quality, and sustainable adoption.
• Techno-Functional Customer Leadership Serve as a senior techno-functional authority for complex customer engagements, connecting business objectives with product capabilities, solution design, integrations, implementation complexity, and delivery strategy. Provide strategic guidance during complex pursuits, helping shape solution approaches, estimates, assumptions, risks, and customer outcomes. Build trusted relationships with senior customer stakeholders and serve as an executive escalation point when required. Lead critical customer and delivery escalations with urgency, sound judgment, and clear accountability through resolution.
• Cross-Functional Leadership Partner closely with Product and Engineering to provide market and customer insights, influence priorities, and address product or capability gaps affecting customer outcomes. Work across Sales, Customer Success, Support, Alliances, and regional Services leadership to ensure strong alignment from opportunity through delivery and value…