Services Director - North America

As the Services Director at Planon, your core responsibility will be to ensure the delivery of top-quality services to our customers while leading a high-performing team. You will oversee the successful implementation of Planon software solutions and manage the full life cycle of services for clients in the U.S. and Canada, all while adhering to our corporate guidelines and framework.

In this pivotal role, you will be responsible for the profit and loss (P&L) for the Services cost center in North America, ensuring that revenue and contribution goals align with corporate targets. Additionally, you will streamline processes, foster a team-centric structured approach to service delivery, and contribute to strategic business development efforts to drive growth in North America.

Key Responsibilities:

• Oversee the Services portfolio for the U.S. and Canada, delivering exceptional professional services for Implementation Services, Managed Services, and Tailor Made Solutions;
• Lead the day-to-day operations of the Services team, ensuring smooth service delivery and customer satisfaction;
• Manage the Services business plan, including budgeting and forecasting, monthly projections, and resource planning;
• Meet or exceed expected KPIs for productivity, billability, average bill rate, and monthly and annual revenue goals to ensure the financial success of Professional Services delivery;
• Support the sales process by contributing to proposals, pricing, engagements with customers and prospects, customer QBRs, etc.
• Serve as the first line of response for customer escalations, ensuring quick and effective resolution to customer concerns;
• Ensure contractual commitments and Service Level Agreements (SLAs) are met consistently;
• Manage Planon’s ecosystem of system integrator partners and subcontractors in North America;
• Provide oversight and leadership for Services Managers and direct reports within the Services team;
• Manage administrative functions within the department, including performance reviews and other HR functions;
• Other responsibilities as may be assigned by the President of Planon North America

Profile

At Planon, our success is driven by our people. We’re looking for a dynamic leader who thrives in a fast-paced environment and can inspire teams to deliver exceptional results. You should be a collaborative manager, an entrepreneurial thinker, and a pragmatic problem-solver who is highly results-oriented.

Qualifications:

• Bachelor’s degree or equivalent years of experience
• 5-10+ years of relevant experience managing a professional services team for software implementation and consulting
• Proven ability to work under pressure and effectively manage escalations and conflict
• Strong leadership skills, with a focus on coaching and developing top talent
• Fluent in English, with excellent communication and interpersonal skills
• Located in the greater Boston, Massachusetts area, or availability to travel/commute regularly

We offer

A healthy work-life balance in a hybrid working environment. Planon North America is a fast-growing market, offering challenging projects with world-leading clients. For this role we offer the following competitive benefits package.

Join us on our journey to become the world leader in Smart Sustainable Building Management software solutions. We believe in putting our people at the heart of our company and creating an inspiring, productive, and safe environment that allows all of us to work, learn, live, and play.

Planon is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable law.

Apply now.