Why This Job is Featured on The SaaS Jobs
This Director of Professional Services role stands out in the SaaS ecosystem because it sits at the point where subscription growth meets real-world deployment. The remit spans enterprise and mid-market implementations, with direct ownership of services revenue and delivery outcomes, signalling a SaaS organization that treats implementation as a strategic lever for customer value and commercial predictability rather than a back-office function.
For a SaaS career, the role builds durable operating skills that translate across product-led and sales-led environments: forecast discipline, backlog health, margin mechanics, and repeatable delivery frameworks. It also offers a clear view into how Sales, Product, and Customer Success interlock around time-to-value, and how services data can inform roadmap and retention strategy. The emphasis on AI-informed operations adds a modern layer of tooling and methodology that is increasingly relevant as services teams are pushed to automate and standardize.
This position is best suited to leaders who prefer measurable accountability and hands-on involvement in critical customer work. It will appeal to professionals who enjoy balancing executive reporting with operational detail, and who are motivated by building global delivery systems that scale without sacrificing governance or customer outcomes.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
We seek a hands-on, metrics-driven, AI-proficient Professional Services Director who owns the Packaging PS revenue number. Reporting to the VP of Operations, the PS leader runs a global delivery organization, and is responsible for forecast accuracy, backlog health, delivery excellence, utilization optimization, margin performance, and customer satisfaction across enterprise and mid-market implementations.
The PS Director partners closely with Sales, Product, and Customer Success to deliver rapid time-to-value while driving profitable growth.
Key Responsibilities
Revenue & Financial Ownership
- Own the Professional Services revenue number.
- Drive forecast accuracy and maintain sufficient backlog coverage.
- Manage individual utilization performance (not blended averages).
- Protect and expand gross margin through rate discipline and scope control.
- Implement clear staffing and capacity planning models.
- Provide accurate and disciplined reporting to executive leadership.
Delivery Excellence
- Deliver high-quality, repeatable implementations with speed and rigor.
- Enforce strong SOW approval and change-order discipline.
- Identify delivery risk early and act decisively.
- Standardize governance, escalation, and execution frameworks.
- Engage directly with strategic enterprise customers when required.
Organizational Leadership
- Lead and scale a global Professional Services team.
- Set clear KPIs and hold team accountable.
- Recruit, onboard and retain top delivery talent.
- Drive performance management, succession planning, and skill development.
- Improve alignment across global regions.
Cross-Functional Partnership
- Partner with Sales to ensure clean scoping and seamless handoffs.
- Collaborate with Product to influence roadmap based on delivery realities.
- Work with Customer Success to maximize retention and expansion.
- Serve as the operational voice in growth and scalability discussions.
Operational Rigor & Systems
- Establish clear PS dashboards: utilization, margin, revenue per FTE, on-time delivery.
- Implement scalable staffing models across regions.
- Drive process automation to improve efficiency and repeatability.
AI & Operational Innovation
- Promote (and personally leverage) daily use of AI to drive outcome.
- Accelerate AI adoption across the PS organization.
- Deploy automation to reduce repetitive work and shorten implementation cycles.
- Enhance early risk detection using AI data-driven insights.
- Architect AI-assisted methodologies to accelerate client time-to-value and project delivery.
