Head of Professional Services & Delivery

Process Panda; Tampa (FL); On-site; USD 135,000 - 160,000; Full time

Benefits offered by this job

Performance-based bonus

Health care

401(k)

Personal Time Off

Job summary

Process Panda, a specialist enterprise software consulting and implementation partner, seeks a Professional Services Director to lead the North America delivery team across complex ITSM and enterprise service management projects. You will drive people development, resource planning, and delivery governance to ensure customer success.

You will manage multiple concurrent engagements, partner with senior leadership, and shape how the consulting function scales, maintaining strong client

Qualifications

• Experience leading and developing consulting, professional services, implementation, or technical delivery teams.
• Proven ability to coordinate and oversee multiple concurrent customer implementation projects.
• Strong understanding of enterprise software implementations, including project planning, dependencies, resource management, and delivery governance.

Responsibilities

• Directly manage and develop a team of Professional Services Consultants, providing coaching, guidance, performance management, and career development.
• Build a collaborative, accountable, and high-performing consulting culture.
• Lead resource planning, recruitment, onboarding, and training to support business growth.
• Oversee consultant performance, professional development, and participation in performance-based incentive programs.
• Oversee a portfolio of concurrent enterprise software implementation projects, ensuring commitments, timelines, and customer expectations are effectively managed.
• Coordinate consultants, resources, milestones, deliverables, and dependencies across multiple customer engagements.
• Monitor project progress, budgets, effort consumption, and delivery risks, intervening early to keep projects on track.
• Take direct responsibility for managing individual projects when required.
• Act as a senior escalation point for customers and internal delivery teams, driving timely and practical resolution of issues.
• Maintain effective customer relationships and ensure high standards of delivery quality and customer satisfaction.
• Own consultant capacity planning, resource allocation, and workload management across the Professional Services portfolio.
• Forecast future resource requirements and proactively align recruitment, training, and team capability with anticipated customer demand.
• Monitor billable utilization, project effort, and operational performance to support a commercially effective consulting business.
• Ensure accurate and timely time recording, resource reporting, and delivery forecasting.
• Provide operational oversight of managed services and customer support, ensuring effective coordination and escalation management.
• Develop and improve processes, reporting, and operational practices that enable the team to scale efficiently.
• Work closely with Sales and technical consultants to scope customer requirements and develop realistic delivery approaches.
• Contribute to Statements of Work (SOWs), implementation estimates, resource plans, and commercial proposals.
• Participate in customer presentations, discovery sessions, and presales discussions.
• Identify scope changes, delivery risks, and commercial opportunities throughout customer engagements.

Skills

People leadership

Delivery management

Stakeholder communication

Resource planning

Tools

ServiceNow

HaloITSM

BMC Helix

Ivanti

Freshservice

Job description

Process Panda, a specialist enterprise software consulting and implementation partner, seeks a Professional Services Director to lead the North America delivery team across complex ITSM and enterprise service management projects. You will drive people development, resource planning, and delivery governance to ensure customer success.

You will manage multiple concurrent engagements, partner with senior leadership, and shape how the consulting function scales, maintaining strong client