Description:Position Summary:As Sr. Director, Professional Services & Delivery, you own delivery for Retail Customer Success: net-new retailer onboarding and the SOW work that run across our existing install base, plus the project management, solution architecture, and technical consulting functions that deliver both. This is roughly an 85 person organization in the middle of a deliberate evolution - building deeper technical aptitude and sharper tooling so the team can engage customer IT directly, drive projects through IT, and hold IT accountable for the timelines and outcomes we commit to. You are the leader who makes that evolution real, in how the team scopes, staffs, and runs engagements, and in how the work is priced.
You'll also hold together a structure that separates technical delivery from customer-facing engagement without letting that split create two disconnected teams. A technical execution organization builds deeper platform and technology expertise; the customer-facing engagement side of professional services sharpens its own focus. As a result this role must align closely and deliberately in any strategy shifts with Sales, Product, and the Customer Success engagement team to work well. Managing that tension well, particularly on current-customer work where the two sides have to hand off cleanly, is one of the harder and more important parts of this job.
This role reports to the VP of Customer Success Retail at SPS.
What You'll Do:- Own full delivery accountability for net-new retailer onboarding and SOW work across the existing install base, leading a team spanning the PMO, solution architecture, and technical consulting
- Lead the team's evolution toward greater technical aptitude and tooling, engaging customer IT directly, driving projects through IT, and holding IT accountable for the decisions and timelines that most often cause delay
- Partner with sales throughout the deal cycle - scoping, pricing, and setting delivery expectations before a contract is signed - so what's sold matches what can be delivered, and delivery isn't cleaning up commitments it wasn't part of making
- Own the evolution of professional services pricing and packaging, building a model that reflects the value of the work being delivered rather than legacy assumptions the current pricing was built on
- Manage the boundary between the technical delivery organization and the customer-facing engagement side of professional services: distinct focus areas, one unified leader, clean handoffs on current-customer work
- Build the program management discipline and tooling that give internal teams and customer IT stakeholders real visibility into where a project stands and what's next
- Partner with Product and Engineering on the IT-facing capability roadmap - self-service testing, project and case visibility - that reduces the team's routine, repeatable workload and shifts consultants toward higher-value engagement
- Develop and own the buy-side integration strategy for Professional Services & Delivery - defining how we onboard and integrate retailers and other buyers onto the SPS network, and building the offerings, delivery playbooks, tooling, and team capabilities to execute it at scale
- Represent Professional Services & Delivery in cross-functional planning with Sales, Product, Customer Success, Testing & Certification, and executive leadership as one of three connected pillars of the retail strategic realignment
- Recruit, develop, and retain delivery leadership and senior technical talent as the team scales into its next operating model
Goals - How This Role is Measured:- Professional services revenue growth relative to SOW and project volume - closing the gap between work delivered and value captured
- On-time, on-budget delivery across net-new onboarding and SOW engagements
- Reduction in IT-caused project delay, and adoption of IT-facing accountability tools and cadence across active projects
- Team utilization and gross margin across the delivery organization
- Alignment quality with Sales and Program/PMO stakeholders - measured by how early and how well delivery is brought into deal scoping and pricing
- Successful stand-up of the technical-delivery / customer-engagement split, with clean handoffs on current-customer work
- A defined buy-side integration strategy and roadmap, aligned with Sales, Product, and Customer Success, with measurable progress in buyer integration delivery, speed to onboard, and adoption
Where You'll Work:This role preference is hybrid out of our headquarters in Minneapolis, MN with travel for customer engagements 15 - 20% of the time. For remote candidates, travel would be inclusive of customer engagements as well as time spent in Minneapolis, estimated 30 - 35%. We Succeed Together through in-person collaboration, balanced with remote work to provide flexibility.
What You'll Bring:- 10+ years in professional services, delivery, or consulting leadership within enterprise SaaS or a technology-driven services business, including several years leading a multi-layered delivery organization (PMO, solution architecture or consulting)
- A demonstrated track record of re-engineering a services delivery model - pricing, scoping, or engagement approach - to reflect the actual value and effort of the work delivered
- Strong, specific experience driving alignment across Sales and Program/PMO functions - you've operated as the connective tissue between what's sold, what's scoped, and what's delivered, not as a downstream execution function reacting to both
- Experience holding customer-side IT or technical stakeholders accountable within a project, and building the governance, cadence, and visibility tools that make that possible
- Experience developing and executing an integration strategy for buy-side customers (retailers or other buyers), including the delivery models, technical standards, and IT engagement approach needed to onboard them at scale
- P&L or budget ownership for a services organization, with fluency in the core economics of a delivery business - utilization, gross margin, revenue recognition, and project profitability
- Experience leading a team through structural change - splitting, combining, or re-scoping functions - without losing delivery continuity for existing customers
- Executive-level communication skills; comfortable representing a delivery organization's plan and performance to senior leadership and cross-functional peers
Nice to Have:- Experience in EDI, supply chain, or retail supplier-network technology
- Familiarity with project and portfolio tooling (e.g., Smartsheet, Asana, or equivalent) and BI platforms (Power BI, Snowflake) used to track delivery performance
- Experience standing up or scaling an offshore or nearshore delivery team
- Bachelor's degree in a relevant field, or equivalent combination of education and experience
What We Offer:At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.
The annual salary range for this role is: $168,900- $278,700. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.
Additionally, you may also be eligible to participate in an annual incentive program. An incentive award, if granted, is based on individual and/or organizational performance.
SPS Commerce offers a comprehensive benefits package designed to support employees' health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.
