Senior Director, Professional Services

At Deputy, we empower businesses to build thriving workplaces - ones where staff are engaged, customers are served well, businesses are legally compliant, and companies’ profits thrive. Our reach extends across 100+ countries worldwide, serving more than 330,000 workplaces.

Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London, backed by top investors and recently surpassed $100m in annual recurring revenue. We've helped millions of workers across industries and aim to empower 80% of the global workforce. If you're passionate about improving the world of work, one shift a time, join us at Deputy and help shape the future of hourly employment!

Here at Deputy, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

Position Overview:

We are seeking a dynamic and experienced Senior Director, Professional Services to lead and manage our pre- and post-sale customer solutions, implementations, delivery services, and partner management functions globally. This role will oversee teams located in the US, UK, and Australia, driving operational excellence, ensuring customer satisfaction, and developing strong partnerships both internally and externally.

The ideal candidate will have extensive experience in leading global teams, strong cross-functional collaboration skills, and the ability to deliver exceptional customer outcomes. You will work closely with Sales, Product, Engineering, and Customer Success teams to ensure seamless integration between pre-sale promises and post-sale execution.

Key Responsibilities

• Leadership & Strategy: Lead and inspire a global team of delivery services professionals, including solution architects, implementation specialists, and partner managers across the US, UK, and Australia. Develop and execute a global strategy for delivery excellence.
• Pre-Sales Engagement: Collaborate with Sales, Product, and Solution Engineering teams to position our services as a differentiator during the sales process. Ensure alignment between customer needs and proposed solutions, including accurate scoping, pricing, and delivery timelines.
• Implementation & Post-Sale Delivery: Oversee the seamless transition from sales and customer success to delivery, ensuring that customer implementations are executed on time, within budget, and aligned with the agreed scope. Maintain a focus on high-quality delivery and customer satisfaction.
• Partner Management: Develop and manage strategic partnerships with key delivery partners to ensure scalability, capability, and delivery excellence in all regions. Foster strong relationships with partners to ensure they are equipped to deliver customer success.
• Operational Excellence: Drive continuous improvement in delivery processes, tools, and methodologies to optimize efficiency and customer outcomes. Implement best practices for project management, risk management, and quality assurance.
• Customer Advocacy: Act as the senior point of contact for escalated delivery issues, ensuring swift resolution and maintaining strong customer relationships. Collaborate with Customer Success and Support teams to ensure ongoing customer engagement and satisfaction.
• Global Team Management: Manage a diverse, distributed team across multiple time zones. Provide coaching, mentoring, and professional development opportunities to ensure team members are empowered and positioned for success.

Qualifications

• 15+ years of experience in delivery services, implementation, or consulting roles, with at least 5 years in a senior leadership capacity in B2B SaaS.
• Proven track record in managing global teams and complex, large-scale customer implementations.
• Deep experience in both pre-sale and post-sale delivery processes, with a strong understanding of SaaS, enterprise software, or technology-driven environments.
• Strong partner management and relationship-building skills with the ability to drive collaboration across diverse stakeholders.
• Excellent communication and presentation skills, with the ability to influence executive stakeholders internally and externally.
• Strong organizational and project management skills, with a passion for operational excellence and continuous improvement.
• Experience in managing distributed teams across different geographies (US, UK, Australia preferred).
• Experience with partner ecosystems, including resellers, systems integrators, or other third-party delivery providers.
• Familiarity with industry-standard project management tools and methodologies.
• Experience in a SaaS or enterprise software environment is highly desirable.