Develop and execute the Professional Services strategy, operating model, and organizational roadmap to support a high-growth environment while driving customer satisfaction, operational excellence, and scalable business performance.
Establish and manage key performance indicators (KPIs), scorecards, dashboards, and governance processes that promote accountability, visibility, resource optimization, and achievement of business objectives.
Strengthen organizational capabilities through workforce planning, talent development, succession planning, and continuous learning initiatives to ensure the team has the skills, capacity, and leadership needed to support future growth.
Lead the successful delivery of customer projects and service engagements by implementing standardized processes, project governance, documentation standards, and performance management practices that ensure quality, accountability, and on-time execution.
Drive continuous improvement across the Professional Services organization by identifying opportunities to enhance efficiency, streamline processes, reduce cycle times, leverage digital technologies, and improve overall productivity.
Partner closely with Sales, Product Management, Engineering, Operations, Customer Care, Supply Chain, and Field Service teams to align priorities, improve customer outcomes, and support strategic growth initiatives.
Ensure all service activities are conducted in compliance with applicable safety, quality, regulatory, contractual, and company requirements.
Serve as the executive sponsor for strategic customer engagements, providing leadership in communication, escalation management, issue resolution, and service recovery.
Maintain portfolio-level oversight of demand, capacity, scope, schedule, risk, quality, cost, and profitability, taking corrective action and escalating issues as necessary to mitigate performance risks.
Act as a key member of the Energy Americas Leadership Team, providing strategic guidance and leadership on initiatives that enhance business performance, customer engagement, operational efficiency, and long-term organizational growth.
Required Experience and Skills
Bachelor's degree in engineering, business, operations, or a related field; MBA preferred.
7+ years of progressive experience in professional services, engineering, project delivery, application engineering, field services, or EPC environments, including leadership of complex customer engagements and multidisciplinary teams.
