Director – Professional Services
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Job Description
Professional Services leader scaling enterprise AI and agent deployments at Resilinc, a supply-chain intelligence company. Owning customer delivery, Services economics, Managed Services, and production readiness.
Responsibilities:
- Lead end-to-end Services delivery from solution scoping through implementation, customer acceptance, production deployment, and adoption-ready handoff
- Own strategic and complex customer programs and serve as senior Services executive for critical engagements
- Partner with Sales, Solution Engineering, Product, Engineering, Support, Finance, Commercial, and customer teams
- Build and scale a technically capable Services organization for enterprise implementations and AI/agent deployments
- Establish team capabilities across data ingestion, APIs, integrations, platform configuration, supply-chain mapping, analytics, AI workflows, agent design, testing, observability, and enterprise AI deployment
- Lead enterprise AI and agent deployments from discovery and prototype to secure, reliable production
- Define Services and Engineering engagement rules and reduce avoidable Engineering dependency
- Create repeatable and scalable delivery models for scoping, onboarding, implementation, integrations, AI/agent deployment, acceptance, hypercare, Managed Services, and post-go-live adoption
- Own Services utilization, billability, revenue, delivery margin, resource planning, and change-order discipline
- Build capacity models covering implementation resources, strategic programs, Engineering dependencies, U.S./India delivery, and future hiring
- Develop recurring Managed Services offerings including validation, analytics, technical enablement, compliance support, AI/agent optimization, administration, and adoption support
- Ensure adoption-ready handoffs with clear completion dates, usage expectations, success criteria, technical barriers, and post-go-live ownership
Requirements:
- 10+ years of experience in Professional Services, enterprise SaaS implementation, consulting, Managed Services, customer delivery leadership, or forward-deployed enterprise technology roles
- Demonstrated experience leading complex enterprise customer programs from discovery and solution design through production deployment, adoption, and measurable outcomes
- Experience building or scaling Services teams and delivery models for technically complex SaaS, data, AI, or agentic products
- Strong operating discipline across governance, resourcing, utilization, delivery quality, margin, and change management
- Strong working knowledge of modern enterprise data platforms and architectures
- Experience with APIs, enterprise integrations, data ingestion, analytics workflows, and cloud environments
- Hands-on working knowledge of generative AI and agentic systems, including use-case discovery, workflow and agent design, orchestration, integrations, evaluation/testing, guardrails, observability, human-in-the-loop patterns, and production readiness
- Experience working directly with enterprise customers to identify high-value AI use cases and take them from pilot to production at scale
- Strong understanding of deterministic software delivery and probabilistic AI systems, including evaluation, monitoring, iteration, and operational guardrails
- Ability to translate enterprise business problems into executable AI/agent solutions and determine when specialist Engineering support is required
- Strong executive communication and customer-facing leadership skills
- Strong commercial judgment and understanding of Services economics
- Experience working cross-functionally with Sales, Product, Engineering, Support, post-go-live customer teams, and Finance
- Experience leading distributed or global delivery teams
- Databricks experience strongly preferred
- Deep Databricks experience, enterprise AI, agentic AI, developer platforms, data-intensive SaaS, supply chain, procurement, manufacturing, logistics, compliance, or risk management experience would make candidates stand out
Benefits:
- Fully remote work arrangement
- Full-stack benefits for health, wealth and wellbeing
- Opportunities to connect in person
- Opportunities for technical growth
- Collaborative, empowering culture
- Ownership and voice in shaping impactful technology
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