Job Summary

We're looking for a Practice Director - Enterprise Service Management (ESM) to lead the regional implementation and evolution of our ESM Practice strategy.

Working closely with the Global Head of Practice, you'll be responsible for embedding the global practice strategy within the region while ensuring consulting excellence, delivery quality, commercial performance, and the continued development of our ESM solutions and intellectual property.

You'll lead and enable a high-performing team of Principal Consultants and Product Owners, act as a senior advisor to strategic clients, strengthen our partnership with Atlassian, and work closely with Sales, Delivery and Marketing to bring repeatable, scalable solutions to market.

This is a leadership role at the intersection of consulting, people, commercial performance and solution innovation, with a particular focus on accelerating the development and adoption of ESM and AI-enabled solutions.
Purpose & Responsibilities
Practice Leadership

• Drive the ESM Practice strategy within the region and represent the Practice with key clients, Atlassian, and partners.
• Build a high-performing Practice community, promoting collaboration, knowledge sharing, and consistent adoption of standards and best practices.
• Own regional Practice performance, including capabilities, skills development, and the ESM shadow P&L.

Delivery Excellence

• Oversee complex and strategic engagements, ensuring delivery quality, feasibility, and alignment with client outcomes.

• Act as a senior advisor to strategic clients and provide oversight on key engagements when required.
• Partner with Delivery Management to anticipate capacity, skills, and enablement needs.

Team Leadership

• Lead and develop Principal Consultants and Product Owners, setting clear objectives and fostering high performance.
• Manage team priorities and capacity while supporting individual development and career progression.
• Contribute to recruitment, onboarding, and retention of key Practice talent.

Sales Support

• Support complex and strategic opportunities, ensuring solutions, SoWs, and delivery models are viable and aligned with Practice standards.

• Drive adoption of the ESM solution catalogue and reusable components through pipeline reviews and deal assurance.
• Partner with Sales to improve delivery efficiency, client value, and commercial performance.

Product & Solution Ownership

• Own the regional lifecycle and development of ESM solutions, reusable IP, and AI-enabled capabilities in alignment with the global Practice strategy.
• Act as design authority and drive adoption of repeatable solutions across Consulting, Sales, and Delivery.
• Ensure continuous improvement of the portfolio through delivery insights and collaboration with other Practices.

Your Team and Partners

You'll operate at the centre of our regional ESM ecosystem and collaborate closely with:

• Head of Delivery in region - your line manager
• Global Head of Practice - your dotted-line manager
• Principal Consultants - your direct reports
• Product Owners - your direct reports
• Delivery Management - capacity planning and delivery excellence
• Sales - pipeline, deal assurance, and solution positioning
• Marketing - go-to-market and product marketing
• People & Culture - recruitment, development, and people management
• Global Partner Manager - Atlassian and strategic partner alignment
• Head of Solutions - solution lifecycle and portfolio alignment

Do you have what it takes to be our future Practice Director - ESM?

You are an experienced Professional Services or Consulting leader with a proven track record of leading teams and complex engagements in a technology environment.

You combine strong people leadership, commercial acumen, and client-facing expertise with the ability to turn strategy into scalable solutions and measurable outcomes.

You have a strong understanding of Enterprise Service Management, with Atlassian and Jira Service Management experience considered a strong advantage. You thrive in an international environment and are fluent in English.

Experience within the Atlassian ecosystem and its ESM portfolio, particularly Jira Service Management, would be a strong advantage.

If you're an inspiring leader who can connect strategy, people, delivery, commercial performance, and solution innovation, we'd love to hear from you.

This role can be based remotely anywhere in the United States or Canada and requires occasional international travel. We offer a flexible working environment designed to support both collaboration and work-life balance.