Director of Professional Services

Role Purpose

The Director of Professional Services is responsible for leading the delivery of all project-based and professional services engagements within the organisation. The role ensures that customer implementations, technology deployments, and transformation initiatives are delivered efficiently, profitably, and to a high standard of quality.
This position also oversees the Project Management Office (PMO), ensuring consistent project governance, delivery frame-works, resource management, and reporting across all internal and customer-facing projects. The role works closely with sales, service delivery, engineering, finance and customer success teams to ensure projects transition effectively into managed services and long-term operational support.
The Director of Professional Services is accountable for project delivery performance, professional services utilisation, customer satisfaction and the continual improvement of delivery methodologies and operational efficiency. The position is also responsible for the financial performance of all Professional Services, capturing and reporting on Revenue Recognition and Forecasting against agreed Targets.

Key Interfaces

•PS Team Leaders
•MS Team Leaders
•Head(s) of PMO
•Services Director
•Customer Success
•Wider operational team (Finance, Commercial, Sales)
•Strategy and Portfolio Team
•Customer Stakeholders
•3rd Party Partners & Vendors

Main Duties and Key Responsibilities

Professional Services Leadership
oLead and manage the Professional Services team responsible for delivering implementation, migration and transformation projects.
oEnsure projects are delivered on time, within scope, and within budget.
oMaintain high levels of customer satisfaction and service quality throughout the project lifecycle.
oEstablish and manage professional services delivery standards, frameworks, and best practices.
oWork closely with Sales and Pre-Sales teams to provide Project Assurance, supporting solution design, project scoping, and effort estimation.
oEnsure successful transition of projects into managed service operations.

oProvide an Escalation point for all Professional Services within the organisation.
oProduce Monthly Board Report data to highlight performance of Projects, Finance and Resources.

PMO Governance and Project Delivery

oEstablish and manage a central Project Management Office (PMO) for the organisation.
oDefine and maintain project governance frameworks, methodologies, templates, and reporting standards.
oEnsure effective planning, execution, risk management, and escalation across all projects.
oProvide oversight and support to project managers to ensure successful project delivery.
oManage project portfolio prioritisation and resource allocation across competing initiatives.
oEnsure alignment of projects with organisational strategy and customer objectives.

Forecasting, Resource Planning, and Capacity Management

oDevelop and maintain financial, delivery, and resource forecasts for professional services and project delivery activities.
oWork closely with Sales, Finance, and Service Delivery leadership to forecast project demand, revenue, and required delivery capacity.
oMonitor the project and professional services pipeline and translate anticipated project work into forward-looking resource and capacity plans.
oEnsure appropriate skills availability and delivery capacity to support upcoming customer implementations, projects, and strategic initiatives.
oTrack and manage team utilisation and project workloads to ensure efficient resource allocation while maintaining delivery quality.
oIdentify potential capacity constraints or resource gaps and proactively recommend hiring, training, or contractor engagement where necessary.
oSupport financial planning by providing delivery forecasts, professional services revenue projections, and cost modelling.
oMaintain visibility of forecasted demand versus available engineering and project management capacity to ensure balanced workloads and sustainable delivery performance.
oProvide regular reporting on forecasted versus actual project effort, revenue, utilisation, and delivery capacity.

Financial and Commercial Management

oManage the financial performance of professional services engagements.
oEnsure accurate project scoping, budgeting, and forecasting.
oMonitor project profitability and cost control.
oWork with finance teams to track professional services revenue and delivery costs.
oContribute to pricing strategies for professional services offerings.

Customer Engagement and Stakeholder Management

oAct as an escalation point for key customer projects and strategic engagements.
oBuild strong relationships with customers during project delivery phases.
oProvide executive-level reporting on project progress, risks, and outcomes.
oWork collaboratively with internal stakeholders including Sales, Service Delivery, Engineering, and Operations.

Process Improvement and Delivery Excellence

oContinuously improve project delivery methodologies and operational processes.
oImplement tools and systems that support effective project tracking, reporting, and collaboration.
oDevelop and track key delivery metrics such as project success rates, delivery timelines, and customer satisfaction.
oDrive post-project reviews and lessons learned processes.

Team Leadership and Development

oLead, mentor, and develop Head of Project Management and PS Team Leads.
oDefine KPIs for immediate leads and cascade through line management.
oFoster a culture of accountability, collaboration, and delivery excellence.
oSupport career development and professional growth within the team.
oEnsure alignment of team objectives with organisational strategy.

Key Performance Indicators (KPIs)

oForecast accuracy for project delivery and resource demand
oProfessional services utilisation
oOn-time and on-budget project delivery
oProject profitability and margin
oCustomer satisfaction and project feedback
oSuccessful transition of projects into managed services
oPMO governance and reporting effectiveness
oTeam engagement and development

Skills and Experience

Required

oMinimum of 5+ years of management experience
oSignificant experience in IT services, managed services, or technology consulting environments
oProven experience managing project delivery teams and project managers
oStrong understanding of project management frameworks and PMO governance
oExperience delivering complex technology or digital transformation projects
oExperience with capacity planning, delivery forecasting, and resource management
oStrong financial and commercial acumen related to project delivery
oExcellent leadership, communication, and stakeholder management skills

Preferred

oProject management certification (PMP, PRINCE2, Agile, or equivalent)
oExperience managing project portfolios in managed services environments
oFamiliarity with IT Service Management frameworks such as ITIL
oExposure to DevOps operating models within professional services or managed services environments, including infrastructure automation, continuous delivery practices, and integrated engineering and operations workflows.