Director, Professional Services

📋 Description

• • Lead and manage the day-to-day execution of Mission Cloud Services' Professional Services delivery organization, ensuring predictable performance and successful customer outcomes.
• • Own the weekly operating rhythm for Professional Services, driving efficiency and accountability across all delivery functions.
• • Take ownership of delivery escalations, acting as the primary point of contact for complex issues and ensuring swift, effective resolution.
• • Drive utilization and gross margin performance for the Professional Services team, proactively identifying and addressing performance gaps.
• • Ensure predictable conversion of backlog into successful customer engagements, monitoring project health, milestones, staffing, risks, and outcomes.
• • Directly manage the Professional Services leadership team, providing coaching, development, and holding them accountable for results.
• • Foster tight coordination and collaboration across key internal teams, including Cloud delivery, AI delivery, the Project Management Office (PMO), Professional Services Customer Success/Onboarding, and Professional Services operations and tooling.
• • Serve as the primary Professional Services leadership presence for customers when delivery issues arise and require leadership engagement, maintaining strong customer relationships.
• • Lead triage and resolution for complex and edge-case delivery problems, including scope ambiguity, priority conflicts, resourcing constraints, and delivery risks.
• • Act as the Professional Services leadership representative in customer conversations when escalations to a PS leader are requested, ensuring a professional and solution-oriented approach.
• • Ensure all escalations are thoroughly documented, tracked to closure, and leveraged to drive systemic improvements within the delivery organization.
• • Own and manage monthly utilization targets and gross margin performance for Professional Services, implementing corrective actions as needed.
• • Enhance delivery economics through strategic staffing decisions, resource optimization, rigorous scope and change control, and proactive write-off prevention.
• • Partner closely with Finance and PS Operations to ensure accurate measurement, reporting, and accountability for all delivery performance metrics.
• • Own and maintain the existing monthly capacity planning process, developing and managing a rolling 3-month outlook that covers capacity, demand, target utilization, and target revenue.
• • Ensure timely collection of inputs for capacity planning, maintain forecast accuracy, and translate decisions into actionable staffing plans, including re-assignments, hiring signals, subcontractor utilization, and schedule adjustments.
• • Collaborate with Sales and Pre-Sales counterparts to align near-term demand with delivery readiness and enhance overall forecast reliability.
• • Maintain and continuously improve the department’s meeting cadence and communication systems to ensure organized workflows and coordinated team efforts.
• • Drive operational maturity by identifying and implementing repeatable delivery processes that enhance predictability, quality, and scalability.
• • Define and refine key metrics to effectively measure delivery performance, utilization, margin, backlog conversion, and customer satisfaction.
• • Champion the adoption and continuous improvement of Professional Services tooling and reporting to enhance transparency and execution efficiency.
• • Partner closely with the Practice VP, Professional Services on strategy and overall leadership, ensuring strong handoffs and collaboration with Pre-Sales Engineering and the Services & Solutions Innovation (AI R&D) team, without direct management of these groups.
• • Uphold Mission Cloud's commitment to providing expert and secure cloud solutions, leveraging AWS best practices to transform client businesses and operations.