Sr. Director, Professional Services & Delivery at SPS Commerce in Minneapolis, MN

Job description

Description: SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain! 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