About the RoleWe are seeking an execution-focused
Director, Implementation Services to lead and scale enterprise SaaS delivery across North America, with a strong mandate to expand into a global operating model (LATAM, EMEA).
This leader will own the
end-to-end implementation lifecycle-from customer onboarding through go-live and hypercare-ensuring successful delivery of complex, multi-month to multi-year enterprise deployments.
This is a highly visible, hands-on leadership role ideal for someone who thrives in ambiguity, brings strong process discipline, and can elevate delivery teams into a best-in-class Professional Services organization.
What You'll DoOwn Enterprise Implementation & Delivery- Lead execution of enterprise SaaS implementations across a global customer base
- Oversee delivery from project kickoff through go-live, stabilization, and hypercare
- Ensure success across requirements validation, system configuration, integrations, and deployment readiness
- Serve as the escalation point for critical customer issues and delivery risks
Drive Operational Excellence- Standardize implementation processes to improve scalability and efficiency
- Establish governance frameworks (KPIs, SLAs, milestones, resource planning)
- Build a metrics-driven delivery model focused on quality, cycle time, and customer outcomes
- Partner cross-functionally with Product, Engineering, Customer Success, and Support
Lead & Scale Global Teams- Lead a distributed organization (~50+ team members across NA, LATAM, EMEA)
- Develop regional leaders and frontline managers
- Build a high-performance culture focused on accountability, execution, and continuous improvement
Own Customer Relationships- Partner with enterprise customers on complex, long-duration implementations (6 months-multi-year)
- Manage executive-level expectations in high-stakes environments (ERP, finance, operations systems)
- Collaborate with Sales and Customer Success to drive onboarding success and long-term retention
Solve High-Impact Delivery Challenges- Lead resolution of escalations, resource constraints, and delivery gaps
- Act as a hands-on problem solver in high-risk or strategic programsLead execution of enterprise SaaS implementations across a global customer base
What We're Looking For (Must-Haves)- 10-15+ years in SaaS implementation, delivery, or Professional Services leadership
- Proven experience leading enterprise SaaS implementation organizations
- Track record managing teams of ~30-75+ across multiple regions
- Deep experience delivering complex, long-cycle enterprise implementations (6 months to multi-year)
- Strong background in customer-facing delivery for mission-critical systems (ERP, finance, operations)
- Experience building and scaling delivery organizations in high-growth SaaS environments
Nice to Have- Experience with financial, accounting, or operational SaaS platforms
- Background in data-heavy enterprise implementations
- Experience leading multi-region delivery teams (NA, LATAM, EMEA)
Core Competencies- Execution-first leadership mindset
- Strong process and operational rigor
- Ability to quickly assess and fix delivery gaps
- Executive-level customer presence and credibility
- Global leadership and cross-cultural effectiveness
- Talent development and team building
