Director, Professional Services (Sales)
We are seeking a dynamic and results-oriented Director of Professional Services to lead our project implementation team. This strategic role is responsible for the overall success of our professional services organization, which includes a blended team of onshore and offshore resources.
The Director will have full ownership of the department's Profit and Loss (P&L), the continuous improvement of our implementation methodology, and the ultimate success and satisfaction of our local government clients. The ideal candidate is a seasoned leader with a proven track record in enterprise software deployment, financial management, and building high-performing, customer-focused teams.
Key Responsibilities
1. Financial Management & Profitability (P&L)
- Assume full P&L responsibility for the Professional Services department, including revenue forecasting, margin analysis, and expense management.
- Develop and manage annual departmental budgets, setting and tracking against key financial targets.
- Optimize resource allocation and utilization across both onshore and offshore teams to maximize billable hours and ensure project profitability.
- Oversee the creation and approval of Statements of Work (SOWs), project proposals, and change orders, ensuring accurate scoping, pricing, and risk assessment.
- Provide regular financial performance reports to the executive leadership team, highlighting key metrics, successes, and areas for improvement.
2. Implementation Methodology & Operational Excellence
- Own, refine, and enforce the company's software implementation methodology to ensure consistent, predictable, and high-quality project delivery.
- Develop and maintain a library of best practices, standard operating procedures (SOPs), project templates, and knowledge-base articles.
- Establish, monitor, and report on Key Performance Indicators (KPIs) for the services organization, such as time-to-go-live, budget vs. actual, customer satisfaction (CSAT), and project margin.
- Champion a culture of continuous improvement, leveraging project retrospectives and client feedback to enhance processes, tools, and team skills.
- Effectively manage a blended delivery model, ensuring seamless communication, collaboration, and quality control between onshore and offshore resources.
3. Customer Success & Strategic Relationships
- Act as the executive sponsor for key client implementations, building strong, trusted relationships with senior stakeholders in local government.
- Serve as the primary escalation point for critical project issues, working collaboratively with clients and internal teams to drive resolutions and ensure satisfaction.
- Partner closely with Sales to assist in pre-sales activities, and with Customer Support to ensure a smooth transition from implementation to long-term support.
- Drive customer referenceability and loyalty by delivering exceptional implementation experiences that lead to high software adoption and demonstrable return on investment (ROI).
- Provide strategic guidance to clients, helping them understand how to best leverage our solutions to meet their unique operational and community-facing goals.
4. Team Leadership & Development
- Lead, mentor, and inspire a geographically distributed team of project managers, implementation consultants, and technical specialists.
- Foster a collaborative, inclusive, and high-performance team culture.
- Set clear goals and objectives for the team and individuals; manage performance through regular coaching, feedback, and formal reviews.
- Develop career paths and training programs to ensure the team's skills remain current with our products and industry best practices.
- Oversee the recruitment, hiring, and onboarding of new team members to support organizational growth.
Qualifications & Experience
Required:
- Bachelor's degree in Business Administration, Computer Science, Information Systems, or a related field.
- 10+ years of experience in professional services, consulting, or project management within an enterprise software (SaaS/On-premise) company.
- 3 - 5 years of experience in a leadership role, with direct management of a team of 10 or more.
- Demonstrable experience managing a departmental P&L, including budgeting, forecasting, and resource utilization management.
- Proven experience managing and collaborating with offshore or distributed teams.
- Excellent understanding of project management principles and software development life cycles.
- Exceptional client-facing and interpersonal communication skills, with the ability to engage with C-level executives and senior government officials.
Preferred:
- MBA or other advanced degree.
- Experience working with or implementing software for the public sector (local, county, or state government).
- Project Management Professional (PMP) certification or similar credentials.
- Experience with Professional Services Automation (PSA) tools (e.g., Kantata, FinancialForce, NetSuite OpenAir).
- Track record of developing and scaling a professional services organization through a period of growth.
About Harris Computer:
Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia.
Working for Harris is the perfect opportunity to fulfill your professional goals as well as achieve your personal dreams!
Our employees enjoy a casual work environment that offers comfort while providing superior service to our customers. We offer a comprehensive benefit package as well as other additional “Perks”!
- We empower our employees to make a difference
- We have an award-winning culture
- We offer opportunity to learn
- We are financially strong and we are owned by the largest software company in Canada (CSI)
- We have fun!
Follow us on social media to learn more about our company values, culture and initiatives!
- Instagram: @weareharris
- LinkedIn: Harris Computer
