Director, Professional Services - Harris Computer : Job Details

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.

• 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.
• 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.
• 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.
• 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.

• 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.

• 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.

Harris provides mission critical software solutions for the Public Sector, Healthcare, Utilities and Private Sector verticals throughout North America, Europe, Asia and Australia. We offer a comprehensive benefit package and a range of additional perks. We foster a casual work environment and are committed to helping our employees grow professionally while delivering exceptional service to our customers.

• We empower our employees to make a difference
• We have an award-winning culture
• We offer opportunities to learn
• We are financially strong and part of the largest software company in Canada (CSI)
• We have fun!

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