Senior Director, Global Implementations & Scale

Nexcess; Amsterdam; On-site; EUR 180,000 - 270,000; Full time

Benefits offered by this job

21 days annual leave

Travel reimbursement €0.25 per km for—

NS Business Card

Equipment provided

Regular company and team events

Job summary

Nexcess is building a unified implementation organization to own the customer journey from signed deal through go-live across three business units. The Senior Director of Implementations will dismantle the fragmented structure and rebuild it as a single scalable organization, owning post-sale implementations and migrations.

The role requires leading cross-functional teams, establishing a common methodology, and driving measurable improvements in time-to-value and deployment quality.

Qualifications

• Significant leadership experience building, scaling, or rebuilding a professional services/implementation organization.
• Experience in hosting, cloud infrastructure, B2B SaaS, or related technology environments.
• Demonstrated experience leading implementation or professional services delivery for mid-market and enterprise customers.
• Experience managing organizational transformation, including redesigning teams, processes, operating models, and delivery methodologies.
• Strong understanding of implementation economics, capacity planning, project delivery, and customer time-to-value.
• Experience establishing operational metrics and building reliable reporting in environments with incomplete data.
• Strong commercial judgment and ability to understand the economics of implementation and professional services.
• Experience selecting or implementing PSA, project management, ticketing, or similar operational tooling.
• Strong cross-functional leadership skills to drive outcomes outside of direct reporting lines.
• Comfortable working with Sales and Solutions teams to assess implementation complexity and sign-off processes.

Responsibilities

• Own the full post-sale journey from signed deal through successful customer go-live, including migrations.
• Rebuild teams into a single organization serving three business units.
• Establish a shared implementation methodology, operating standard, and quality expectations across the organization.
• Redesign organizational structure, roles, responsibilities, staffing, and reporting lines as needed.
• Build a hiring, leveling, and career development strategy for the implementation organization.
• Establish reliable measurement and reporting for implementation performance.
• Define KPIs including time-to-value, migration success rate, implementation duration, and first-90-day churn.
• Define tooling stack and manage PSA, project management, ticketing, and related systems.
• Determine balance between human-led and self-service delivery based on economics and customer needs.
• Develop standardized processes for scoping, kickoff, implementation, migration, escalation, and go-live.
• Design a fast sign-off process for complex deals that protects the business while enabling speed.

Skills

Leadership

Cross-functional collaboration

Strategic planning

Executive presence

Change management

Tools

PSA tooling

Project management software

Ticketing systems

Job description

Nexcess is building a unified implementation organization to own the customer journey from signed deal through go-live across three business units. The Senior Director of Implementations will dismantle the fragmented structure and rebuild it as a single scalable organization, owning post-sale implementations and migrations.

The role requires leading cross-functional teams, establishing a common methodology, and driving measurable improvements in time-to-value and deployment quality.