Senior Director, Technical Services
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Job Description
Senior Director unifying Advisory, Delivery, and Support for Parsec, a global manufacturing operations software provider. Scaling technical services, governance, delivery predictability, and partner success.
Responsibilities:
- Unify and scale the Advisory, Delivery, and Support workstreams under one operating model
- Own delivery quality, timeliness, and client/partner satisfaction across all three workstreams
- Establish shared standards, handoff protocols, reporting cadence, capacity planning, utilization management, backlog health, and escalation tracking
- Serve as the primary point of contact for workstream health, capacity, and delivery status communications to PS leadership
- Work with Project Managers, Enablement, Sales, and SI/GSI partners
- Own the quality bar for design artifacts, maintain design standards and reference architectures, and resolve significant architectural decisions
- Manage engineering resource intake, prioritization, staffing, rebalancing, scope, timelines, quality gates, velocity, and throughput
- Own support SLAs, coverage models, on-call structures, upgrade methodology, client/SI mentoring, and knowledge transfer
- Build metrics, dashboards, reporting cadence, ramp paths, curricula, hiring plans, role profiles, interview standards, and leveling criteria
- Report workstream health, capacity, delivery metrics, risks, and technical delivery performance to PS leadership
- Improve delivery predictability, SLA adherence, capacity forecasting, and consistency of the technical governance model
Requirements:
- 10+ years in technical delivery, professional services, or engineering leadership within enterprise software, industrial software, or MES/manufacturing operations platforms
- Demonstrated experience managing multiple technical functions concurrently, including solution architecture/advisory, engineering delivery, and technical support, as a unified organization
- Experience managing distributed, international teams; direct experience with US/Europe (Spain in particular) team structures is a strong plus
- Track record of building or scaling a technical delivery function during a growth phase, including hiring plans and ramp/enablement design
- Strong operational instincts in capacity planning, utilization management, SLA and escalation frameworks, and delivery metrics
- Comfortable operating at both the strategic level and the technical level, including design and architecture conversations
- Experience working with or alongside System Integrator (SI) and Global SI (GSI) partner ecosystems
- Direct experience with MES, MOM, or industrial automation platforms (TrakSYS or comparable platforms) preferred
Benefits:
- Bonus eligibility
- Comprehensive medical, dental, and vision coverage
- 401(k) with company match
- Generous paid time off and company holidays
- Professional development and career growth opportunities
- Collaborative and innovative work environment
- Opportunity to make a meaningful impact at a growing global software company
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