Service design director shaping customer journeys and service blueprints for Kyndryl’s mission - critical technology services. Translating research into scalable solutions across design, technology, delivery, and operations.
About the role
- Director of Professional Services owning P&L and leading ERP/SaaS delivery for Sparkrock’s nonprofit, school-board, and government software customers. Scaling professional services while improving margins and customer outcomes.
Responsibilities
- Own P&L and book-of-business performance for a $3–5M portfolio of client engagements
- Drive budgeting, revenue forecasting, and cost management to maintain healthy profit margins
- Oversee delivery quality and outcomes across ERP/SaaS implementation projects
- Lead, develop, and motivate consultants, business analysts, and project managers
- Serve as senior escalation and relationship point for key customers
- Allocate and balance team resources across active engagements
- Identify delivery and financial risks and implement mitigation plans
- Partner with Sales on scoping, pricing, and positioning new engagements
- Drive delivery-lifecycle process improvements
- Participate in finalizing roadmaps and prioritizing tickets
- Engage directly with customers to understand needs and ensure positive experiences
- Collaborate with Sales, Engineering, Product, Customer Success, and Support
Requirements
- Bachelor's degree in Business Administration, Computer Science, Information Technology, or a related discipline
- 10–15 years of progressive experience in professional services, project management, or similar roles within the software or technology industry
- Minimum of 3–5 years of leadership or management experience, preferably as a Senior Manager or Director within a Professional Services organization
- Experience overseeing a portfolio of projects and managing P&L and a book of business with revenues up to 3–5M dollars
- Demonstrated success achieving and maintaining a healthy profit margin within a Professional Services division
- Proven track record turning loss positions into profitable businesses through strategy and execution
- Experience delivering ERP/SaaS product implementations on short, time-boxed cycles under 6 months across concurrent projects
- Client relationship management experience with key stakeholders and customer success
- Financial acumen, including budgeting, revenue forecasting, and cost management
- Based in Canada and legally eligible to work in Canada
- Availability to travel approximately 15–20% to meet clients in person
- Availability to work hours overlapping with EST, CST, or PST
Benefits
- 100% remote and global work arrangement
- Flexible work hours and asynchronous work
- Consistent and meaningful feedback
- Support in achieving personal career goals
- Access to leading-edge tools, playbooks, and technology
- Introductions to thought leaders
- Webinars on cutting-edge technology topics
- Home office setup stipend
- Coffee chats, happy hours, cooking classes, book clubs, and more
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