As the Senior Director of Professional Services, you will lead and sustain day-to-day business operations for a portfolio that includes large and multiyear IT services contracts and a staff augmentation business in New Mexico. You will foster operational excellence, strengthen partner/client relationships, and drive organic growth while providing strategic oversight across implementation, client onboarding, solution design, customer training, and scheduling. This is a hands-on leadership role that requires strong client interaction, command-and-control during escalations, and close partnership with cross-functional teams to align resources and expectations.
Responsibilities:
- Lead and mentor principal consultants, project managers, and delivery/technical teams; manage large cross-functional teams including lower-level leaders and seasonal contractors.
- Define, implement, and enforce delivery management processes and policies to drive predictability, quality, and on-time project execution.
- Ensure robust resource planning, matrixing, allocation, change management, and scalable staffing models to support a growing customer base.
- Manage P&L for the professional services portfolio, including budgeting, forecasting, financial performance tracking, and resource optimization to meet profitability and growth targets.
- Enable project managers with staffing, tools, and skills to deliver scope, timeline, and outcomes; identify early signs of project and customer risk and execute mitigation strategies.
- Serve as executive sponsor for clients and engagements; travel to customer sites to solidify relationships and ensure projects remain on track.
- Participate in the sales process to ensure proper scoping and resourcing; support Statement of Work and Change Order creation and approvals.
- Identify and implement new consulting service offerings for target markets; pursue organic growth opportunities.
- Drive improvements across hiring, onboarding, delivery, and post-implementation processes; develop scalable onboarding and training strategies for new and legacy products.
- Optimize internal processes, tools, and technologies (e.g., LMS, automated scheduling); define and monitor KPIs tied to service delivery, client success, and operational performance.
- Manage personnel and resources and lead recruiting efforts to support multiple projects; provide regular feedback and coaching to develop team capabilities.