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[US] Enterprise Implementation Services Senior Director

Benchmark Gensuite
Mason, USA
Executive · 12+ years experience
Onsite
Discovered 1 weeks ago

Full Job Posting

What You Will Do

  • Build the professional services team for systems implementation
  • Define the operating model: service offerings, engagement structure, delivery methodology, governance, and handoffs between New & Expansion Growth, Product, and Customer Success.
  • Set standards and templates for scoping, estimation, staffing, change control, and project close-out, and make sure they are used consistently.
  • Establish clear role definitions, skill levels, and career paths for implementation consultants, project managers, and solution architects.
  • Define the metrics that matter (utilization, margin, schedule and budget variance, scope-change capture, customer satisfaction) and run the business against them.
  • Own scoping, SOWs, and commercial discipline
  • Partner with New Logo, Expansion Growth, and Finance to structure implementation budgets and SOWs that reflect the true effort required, with realistic assumptions, defined deliverables, and clear exclusions.
  • Establish a disciplined change-order and SOW-amendment process so that scope growth is identified, priced, and approved rather than absorbed.
  • Review and approve scope and pricing for large or complex deals before commitment.
  • Lead delivery on complex enterprise deployments
  • Serve as director and escalation point for the largest, highest-risk implementations, including multi-module, multi-region, and multi-system programs.
  • Guide solution design, integration approach (ERP, HRIS, IAM, data platforms, and other enterprise systems), data migration, and change management.
  • Hold delivery teams accountable for schedule, budget, quality, and customer outcomes, and resolve issues early.
  • Build and lead the team
  • Hire and develop a small, high-caliber team, and scale it deliberately as demand grows.
  • Coach delivery leads and consultants, and establish a culture of accountability, craft, and customer focus.
  • Determine the right mix of internal staff and partner or subcontractor capacity, and manage those relationships.
  • Be a senior voice to customers and the business
  • Engage customer executives and sponsors as a credible system implementation leader, setting expectations and building confidence in our ability to deliver at scale.
  • Provide input to Product and Leadership on what large customers need, and on lessons learned from delivery.
  • Work with Growth leadership to position our implementation capability in strategic pursuits.

What You Bring

  • Required
  • 12+ years’ experience in consulting, systems implementation, or professional services
  • 5+ years’ experience managing and leading the delivery of professional services in the EHS mgmt. systems and/or EHS digital platforms space.
  • Direct experience building, scaling, or materially reshaping professional services or implementation practices (offerings, methodology, pricing, resourcing, and delivery governance).
  • Strong commercial acumen: you have scoped, priced, and negotiated SOWs, managed change control, and been accountable for engagement margin and profitability.
  • Executive presence, with the ability to earn trust with customer executives, internal leadership, and delivery teams.
  • Bachelor's degree or equivalent experience.
  • What Success Looks Like
  • First 90 days
  • Assess current implementation practices, active engagements, and staffing, and identify the highest-impact gaps and risks.
  • Establish relationships with Strategic Subscriber Collaboration (SSC) team members, Growth, Finance, Product, and Customer Success.
  • Propose the target SI operating model, initial role and skill-level framework, and scoping/SOW standards.
  • First 6–12 months
  • Measurable improvement in scope capture, delivery predictability, and margin on large deployments.
  • Senior-level ownership of the portfolio of largest, most complex implementations.
  • Operating model, scoping standards, and change-control process in place and consistently applied on new deals.
  • Initial core team hired and onboarded.
  • Why This Role
  • A rare chance to build a services capability from the ground up with visible executive sponsorship.
  • Real influence with how the company packages, prices, and delivers its work.
  • Meaningful mission: helping organizations protect their people, communities, and the environment.
  • Questions about the position? Please contact our HR Team, at [email protected].
  • #LI-Hybrid

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