Director Delivery EMEA

As the EMEA Delivery Director, you will be responsible for overseeing the delivery of services to our EMEA customers, ensuring the highest level of customer satisfaction and operational excellence. In this role, you will manage a team of Professional Services Engineers, providing them with the necessary tools, knowledge, support, and guidance to succeed. You will be accountable for planning and delivering the work that our business has sold, meeting internal revenue expectations, and supporting our business growth. Collaboration with Sales / Sales Engineering Leadership, Project Managers, engineering, product management, and customer support teams is essential to ensure the successful delivery of solutions to our customers.

Key Responsibilities:

Team Management: Lead, mentor, and develop a team of Professional Services Managers and Engineers to help them achieve their full potential. Provide direction and assistance to ensure effective project execution. Promote the development of the team through career planning, training, mentorship, and growth opportunities. Foster a positive working culture where employees can thrive. Handle customer escalations within the team and create communities of expertise for key product areas.

Capacity Planning: Partner with the Sales team to ensure the organization understands future capacity needs, expected lead times, and how pipelines of opportunity convert to planned work. Collaborate with professional services leadership to recruit top talent when necessary. Offer insight into lead time for new work assignments. Develop capacity to minimize lead times on high-demand skills.

Business Management: Collaborate with senior leadership to develop and execute strategic plans for the professional services division, aligning with the company's overall goals and objectives. Strategically manage and optimize the priority of work within our backlog to ensure maximum revenue production and customer satisfaction. Collaborate with sales and technical delivery management to prioritize essential work assignments to create predictable revenue streams and minimize customer escalation. Monitor and analyze project and resource performance, identifying areas for improvement and implementing corrective actions as needed.

Escalation Management: Partner with sales and other professional services leaders to identify and mitigate risks. Manage customer escalations and remediate issues that result in escalations.

Contribute to Process Improvements: Develop and implement best practices for service delivery, ensuring efficiency, quality, and consistency across all projects. Identify and drive process improvement opportunities to remove impediments to success and enhance efficiency and effectiveness in delivering solutions. Look for opportunities to eliminate or automate elements of the process to simplify and strengthen processes for scalability.

Competencies & Attributes:

Leadership: Mentor team members to enhance their autonomy and confidence. Foster a culture of excellence and collaboration. Ensure professional services resources are effectively leveraged to deliver high-quality solutions that exceed customer expectations.

Professional Services Management Expertise: Possess extensive management expertise that encompasses a deep understanding of industry best practices, trends, and challenges. Lead and manage diverse teams, ensuring that projects are delivered efficiently and to the highest standards of quality. Adept at strategic planning, operational excellence, and risk management, with a proven track record of successfully overseeing complex projects and driving continuous improvement.

Business Acumen: Demonstrate strong budgeting, forecasting, and cost management skills to ensure the financial health of the service delivery operations.

Industry and Solution Expertise: Demonstrate a breadth of knowledge in industry business challenges and how solutions tie to meeting critical customer needs. Comfortably engage with technical and executive customer stakeholders to discuss definitions of success, key issues, and challenges, and provide confidence in the delivery of the chosen solution.

Customer Focus: Demonstrate exceptional interpersonal skills to build and nurture strong relationships with customers, ensuring their satisfaction and loyalty. Proactively engage with customers to understand their needs, anticipate challenges, and deliver tailored solutions that exceed their expectations.

Adaptability: Demonstrate remarkable resilience and determination in the face of evolving requirements and challenges. Lead by example, inspiring your team to persevere through obstacles and maintain focus on achieving goals.

Global Acumen: Exhibit a strong understanding of cultural diversity and international business practices. Leverage this knowledge to effectively manage a diverse team and navigate cross-cultural interactions.

Desired Skills/Qualifications:

Leadership and Management: Proven ability to lead and manage diverse teams, ensuring successful project delivery.

Customer Engagement: Strong communication and interpersonal skills to build and maintain customer relationships.

Operational Excellence: Expertise in developing and implementing best practices for efficient and high-quality service delivery.

Strategic Planning: Ability to develop and execute strategic plans that align with the company's goals and objectives.

Financial Acumen: Strong financial management skills, including budgeting, forecasting, and cost management.

Experience:

EMEA Delivery Director: Minimum of 15 years of experience in professional services, with at least 10 years in a leadership role. Strong leadership and management skills, excellent communication and interpersonal abilities, strategic thinking, and problem-solving skills. Deep understanding of the professional services industry, including best practices, trends, and challenges. Strong business management fundamentals, including working knowledge of financial and contractual business models. Relevant certifications in project management or professional services are a plus.