Director Services & Delivery

The Director of Services & Delivery is a strategic, customer-centric leader responsible for delivering high-quality services and measurable business outcomes across EMEA and APAC. This role combines financial accountability, operational excellence, and inclusive team leadership to ensure strong customer success and sustainable growth in a Utilities & Energy technology environment.

Duties & Responsibilities

• Lead a proactive, customer-centric engagement strategy across EMEA and APAC to drive measurable customer success and long-term value realization.

• Own financial performance, including revenue, margin optimization, forecasting, and cost management, with an accountable and data-driven mindset.

• Partner with Customer Management Executives (CMEs) to expand revenue and margin within existing (brownfield) customers through collaborative growth strategies.

• Lead and develop Services and CSSD delivery teams, fostering an inclusive, high-performing, and agile culture focused on quality, accountability, and innovation.

• Define and deliver scalable, sustainable service offerings aligned to customer outcomes and evolving Utilities & Energy industry needs.

• Act as the voice of the customer, ensuring feedback and insights influence product roadmap, service evolution, and strategic priorities.

• Ensure contractual, regulatory, and governance compliance, minimizing risk while maintaining operational excellence and trust.

• Design and implement staffing models and delivery structures to support efficient, high-quality service execution across regions.

• Drive continuous improvement and innovation in service delivery, customer engagement, and operational processes.

• Ensure all efforts are closely aligned to the global Customer Success framework and business processes, driving consistency and effectiveness, while incorporating regional flexibility and intentional design to ensure customer objectives are met.

Required Skills & Experience

• Proven leadership experience in services delivery, customer success, or professional services within a technology organization.

• Experience managing regional or global teams, ideally across EMEA and APAC, with a collaborative and inclusive leadership approach.

• Strong financial and commercial acumen, including revenue ownership, margin management, and cost optimization.

• Demonstrated ability to grow existing customer accounts while maintaining a customer-centric, value-driven approach.

• Experience building and leading high-performing, diverse teams with a focus on coaching, accountability, and inclusion.

• Strong understanding of enterprise service delivery, customer lifecycle management, and outcome-based engagement models.

• Ability to work cross-functionally with Sales, Product, Finance, Legal, and Operations to align priorities and deliver results.

• Excellent communication and stakeholder management skills with an authentic and collaborative leadership style.

• Strong analytical and problem-solving capabilities with an agile and innovative mindset.

Preferred Skills & Experience

• Experience in the Utilities & Energy sector or similar complex, regulated industries.

• Familiarity with SaaS, managed services, or recurring revenue models.

• Track record of driving service transformation, standardization, and scalability.

• Experience aligning customer needs with product strategy and roadmap development.

• Advanced degree (e.g., MBA) or relevant certifications in operations, delivery, or program management.

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