Senior Director, Services Transformation

Sr. Director, Services Transformation

Employment Type: Regular Full-Time

Position Overview

The Sr. Director, Services Transformation is a strategic and execution-focused leader responsible for driving transformational change within a Global Services organization in a fast-paced SaaS environment. This role will reimagine how onboarding, implementation, professional services, and managed services are delivered at scale, aiming to improve time-to-value, service efficiency, and long-term customer outcomes. As a key member of the Global Services Leadership Team and Senior Leadership Team, this individual will drive cross-functional change initiatives to modernize delivery models, launch new service offerings, operationalize data insights, and enable sustainable, customer-centric growth. This position reports directly to the Chief Services Officer and is a high visibility role working closely with Executive and Senior Leadership Teams.

Responsibilities

Strategic Leadership & Vision

• Develop and execute the transformation roadmap for the Services organization, aligned with company goals for customer success, retention, and revenue growth.
• Lead initiatives to modernize service delivery, including playbook redesign, digital delivery models, and self-service enablement.
• Partner with senior leadership across services to ideate, prioritize, and launch new service offerings.
• Collaborate with Product, Engineering, Sales, and Customer Success teams to integrate services more effectively across the customer lifecycle.
• Lead transformational change and integration planning and execution in contemplation of strategic M&A.

Service Delivery Optimization

• Redesign operating models to improve service margin, scale onboarding and implementation, and reduce time-to-value.
• Drive adoption of customer health scoring in partnership with customer-facing teams to enhance service engagement, customer retention, and CSAT.

AI, Technology & Infrastructure

• Evaluate and implement tools and platforms that enable automation, analytics, and a frictionless service experience.
• Drive digital transformation initiatives to enhance operational agility and self-service capabilities.
• Champion our AI strategy in services to identify, prioritize, and execute on AI initiatives (e.g., GenAI, Agentic AI, RPA) to drive efficiencies and improve customer satisfaction.

Cross-Functional Program Execution

• Serve as a program lead for cross-functional efforts involving Customer Success, Customer Support, Revenue Operations, and Product.
• Program manage and track success through business KPIs.

Executive Reporting

• Develop and deliver executive-level presentations for the Executive Leadership Team and Board on strategic plans, progress, and transformational change.
• Drive analytics and storytelling in PowerPoint to narrate, guide, and persuade executive audiences.

Key Skills & Qualifications

• Bachelor’s degree required; MBA preferred.
• 10+ years of experience in corporate strategy, management consulting, business operations and strategy, or a related strategic transformation role.
• Experience in driving strategic initiatives in an Enterprise SaaS or Services environment.
• Strong analytical mindset with experience using data to drive strategy and process improvement.
• Strong program management skills and executive stakeholder engagement experience.
• Exceptional leadership, communication, and cross-functional collaboration skills.

Company Information

• Location Type: [Information not provided]
• Salary: [Information not provided]