Senior Director of Professional Services

Senior Director of Professional Services

As the Senior Director of Professional Services, you will lead and sustain day‑to‑day business operations for a portfolio that includes large and multiyear IT services contracts and a staff augmentation business in New Mexico. You will foster operational excellence, strengthen partner/client relationships, and drive organic growth while providing strategic oversight across implementation, client onboarding, solution design, customer training, and scheduling. This is a hands‑on leadership role that requires strong client interaction, command‑and‑control during escalations, and close partnership with cross‑functional teams to align resources and expectations.

Responsibilities:

• Lead and mentor principal consultants, project managers, and delivery/technical teams; manage large cross‑functional teams including lower‑level leaders and seasonal contractors.
• Define, implement, and enforce delivery management processes and policies to drive predictability, quality, and on‑time project execution.
• Ensure robust resource planning, matrixing, allocation, change management, and scalable staffing models to support a growing customer base.
• Manage P&L for the professional services portfolio, including budgeting, forecasting, financial performance tracking, and resource optimization to meet profitability and growth targets.
• Enable project managers with staffing, tools, and skills to deliver scope, timeline, and outcomes; identify early signs of project and customer risk and execute mitigation strategies.
• Serve as executive sponsor for clients and engagements; travel to customer sites to solidify relationships and ensure projects remain on track.
• Participate in the sales process to ensure proper scoping and resourcing; support Statement of Work and Change Order creation and approvals.
• Identify and implement new consulting service offerings for target markets; pursue organic growth opportunities.
• Drive improvements across hiring, onboarding, delivery, and post‑implementation processes; develop scalable onboarding and training strategies for new and legacy products.
• Optimize internal processes, tools, and technologies (e.g., LMS, automated scheduling); define and monitor KPIs tied to service delivery, client success, and operational performance.
• Manage personnel and resources and lead recruiting efforts to support multiple projects; provide regular feedback and coaching to develop team capabilities.

• Experience leading a Delivery team of