Director, Professional Services (North America) | Luma

What do we need

We are seeking a Director, Professional Services to lead our NAM (North America) Platform Services organisation and drive delivery excellence across our scientific software portfolio. Reporting to the VP, Global Professional Services, you will lead the regional delivery organisation through a management layer, initially comprising Application Scientist Managers and a Mexico Services Manager responsible for both direct hires.

You will be accountable for regional delivery execution, commercial performance, customer governance, organisational capability and delivery excellence across NAM, while helping shape the evolution of Professional Services as we continue our transition to Luma. This is a regional business leadership role with accountability for services revenue, utilisation, margin, forecasting, delivery quality, customer outcomes and people leadership.

In this role you will,

Lead the NAM Services Organisation

• Lead and develop a high performing management team across scientific implementation and regional delivery.
• Build a culture of accountability, collaboration and continuous improvement.
• Develop an organisation capable of supporting both established Platform implementations and next generation Luma solutions.
• Build management capability and succession across the region.
• Lead offshore resources

Drive Commercial Performance

• Own regional services bookings, revenue, utilisation, margin, forecasting and delivery predictability.
• Partner with Sales, PreSales, Support and Customer Success to shape, scope and govern services engagements.
• Ensure strong commercial discipline across Statements of Work, change control, financial management and resource planning.
• Identify delivery risks early and drive practical mitigation plans.

Deliver Customer Success

• Act as the senior Professional Services leader for strategic NAM customer engagements.
• Build trusted executive relationships with customer stakeholders.
• Lead executive governance, steering committees and major delivery escalations.
• Ensure programmes consistently deliver quality outcomes, customer value and commercial success.

Strengthen Delivery Operations

• Lead regional resource planning across Application Scientists, LATAM-based teams and partner delivery.
• Develop scalable delivery capacity through offshore teams and strategic partners.
• Partner closely with the Global PMO to ensure consistent delivery governance, forecasting and project management standards.
• Drive continuous improvement in delivery quality, operational maturity and implementation predictability.

Partner Across the Business

• Work closely with Sales, PreSales, STS, Support, Customer Success, Product, Finance, Legal and Partner teams.
• Provide implementation insight that helps shape product evolution and service offerings.
• Represent Professional Services in planning for Luma, partner enablement and regional growth.
• Support the evolution of repeatable, scalable delivery models across the Platform business.

We're looking for

an experienced Professional Services leader who combines commercial thinking with strong operational execution. You will bring experience in Scientific software, R&D informatics, ELN, LIMS, SDMS, lab automation and orchestration, data platforms or scientific workflow software or similar industry. Ideally you will hold experience working in/with the Life sciences, pharma, biotech, chemicals, CROs or regulated research environments.

You have a deep understanding of services delivering enterprise SaaS, cloud platforms, data platforms, digital transformation with complex workflow implementation

The key skills we are looking for

• Significant leadership experience within Professional Services, consulting or enterprise software delivery.
• Experience leading managers and building high performing regional organisations.
• Ownership of commercial metrics including revenue, utilisation, margin, forecasting and capacity planning.
• Experience leading complex customer implementations and executive governance.
• Strong understanding of Statements of Work, project governance, scope management and change control.
• Experience working closely with Sales, PreSales, Support, Product, Customer Success and Finance.
• Experience building offshore, partner or blended delivery models.
• Strong executive presence and the ability to influence senior stakeholders across a global organisation.