Director, Professional Services - North America

About the Role:

The Director of Professional Services leads the delivery execution of consulting, incident response, and penetration testing services across the North America region. This role manages a team of IC practitioners and is accountable for team utilization, delivery quality, and overall team health. The Director serves as a strategic partner to NA sales leadership, ensuring the Professional Services function supports customer success and drives revenue growth across the region. This position requires balancing operational excellence, team development, and strong cross-functional collaboration with sales and practice leadership. This role initially reports to the VP of Services, with the delivery organization consolidating under a Senior Director as part of a planned organizational evolution.

Responsibilities:

• Directly manage North America-based consultants, IR practitioners, and pen testers; set performance expectations, provide continuous feedback, and develop individualized professional development and career growth plans.
• Oversee quality and consistency of all service delivery; partner with Practice Leads to monitor engagement execution, identify and address quality gaps, and drive adoption of consistent methodologies.
• Monitor team utilization through billable hours tracking, manage staffing levels, address capacity gaps proactively, and participate in resourcing decisions with SalesOps.
• Ensure smooth operational execution across the team; manage operational budgets, track resource allocation, and escalate financial risks appropriately.
• Create measurable goals for team members, maintain consistent performance management cadence, partner with Practice Leads on technical assessments, and work with HRBP on performance issues.
• Collaborate closely with regional sales leadership to identify service positioning opportunities; participate in regional sales calls and provide direct account support.
• Resolve scheduling, task allocation, and operational issues at the appropriate level; minimize unnecessary escalations.
• Foster a culture of learning; ensure team has training and resources needed to adapt to new technologies, methodologies, and business strategies.

Qualifications:

• Proven track record leading and developing professional services or consulting teams.
• Deep experience in consulting, incident response, and/or penetration testing delivery and methodologies.
• Demonstrated ability to establish quality standards, monitor execution, and drive process improvement.
• Experience tracking and managing operational budgets and financial accountability.
• Strong ability to collaborate with sales organizations and understand customer journey and account dynamics.
• Ability to create positive team environments, mentor practitioners, and drive engagement and retention.
• Strong organizational and project management skills with ability to resolve operational challenges efficiently.
• Experience managing geographically distributed teams or operating in complex, matrix organizational structures.

Compensation:

• Salary: $205,000
• Competitive Equity Package
• Comprehensive Benefits Plan

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