Director of Professional Services

Overview

We are looking for a Professional Services Director to own the end-to-end delivery of enterprise implementation projects for our SaaS platform. You will be the senior operational leader accountable for predictable delivery, financial performance and stakeholder management across a portfolio of complex customers. This role sits within Customer Operations and acts as the main escalation point for implementation, working closely with Sales, Product, Customer Success and Finance.

You will lead a team of Project Managers/Consultants while remaining hands-on in critical situations, shaping operating models, fixing root causes and elevating delivery standards in a fast-scaling environment. This is a build role, not maintenance.

Key responsibilities

• Delivery Leadership: Own a portfolio of enterprise implementations end-to-end.
• Delivery Leadership: Act as final escalation layer for strategic customers.
• Delivery Leadership: Ensure scope discipline, timeline governance and commercial guardrails.
• Delivery Leadership: Introduce and scale a standard delivery methodology.
• Delivery Leadership: Move teams away from hero mode into structured execution.

Commercial governance

• Own deal intake validation with Sales.
• Challenge scope, feasibility and commercial assumptions.
• Enforce SOW discipline and delivery prerequisites.
• Own services P&L and margin performance.
• Lead capacity planning.
• Track WIP, burn vs billable and delivery cost.
• Build demand vs capacity forecasting and hiring plans.
• Transition KPIs towards utilisation and profitability.
• You will be trusted to push back professionally and manage expectations at executive level.

Leadership & culture

• Lead, coach and develop delivery teams.
• Build accountability and commercial mindset.
• Remove dependency on individuals and firefighting.
• Create scalable structures and clear ownership.

The candidate

• 8+ years in SaaS delivery, consulting or systems integration.
• Proven experience managing teams and delivery portfolios.
• Strong financial literacy and commercial acumen.
• Experience in scale-up or transformation environments.
• Comfortable operating in evolving, high-growth organisations.
• Hospitality industry experience is highly desirable.
• Project management experience or qualifications are a plus.
• Comfortable working in a fast-growing, evolving environment.
• French is mandatory; Fluent English is required, as this is the primary working language with customers and internal teams.
• Additional European languages (e.g. Spanish) are a strong advantage.
• Executive presence.
• Strong backbone with senior clients.
• Hands-on approach in escalations.
• Structured and data-driven.
• Commercially minded.
• Resilient and outcome-focused.

Key Performance Indicators

• Customers go live on time and in scope.
• Improved WIP conversion and cash velocity.
• Reduced volume and severity of escalations.
• Strong onboarding CSAT.
• Improved delivery predictability and stakeholder confidence.
• Progressive shift towards utilisation, project profitability and forecast accuracy.
• Ownership of delivery model and financial performance.
• Opportunity to build and transform.
• Broad exposure across product, delivery and customer success within the GTM organisation.
• Opportunity to develop deep expertise in hospitality SaaS delivery.
• A collaborative team environment where delivery quality and customer experience matter.