Director, Global Professional Services

Mimecast•Lexington, MA

About The Position

The Director, Global Professional Services is responsible for leading Mimecast's global services organization, focusing on implementations and other engagements. This role owns the strategy, execution, and commercial performance of all direct implementations, configuration assistance projects, and data services projects across every customer segment—from high-touch, custom Enterprise engagements to scaled, tech-enabled programs. This role requires exceptional cross-functional influence to align product, sales, support, customer success, and engineering behind a coherent, value-driven services strategy. What You’ll Do: Develop and own the global Professional Services strategy, defining service tiers, scalable delivery models, pricing, and governance across implementation, configuration, and data services. Oversee end-to-end delivery of complex Enterprise engagements, ensuring consistent, high‑quality execution while serving as an executive escalation point for strategic customers. Build scalable, tech-enabled SMB and mid‑market programs using automation, standardized playbooks, packaged offerings, and self‑service models to accelerate time‑to‑value. Lead data services strategy—covering migration, transformation, and data quality—while establishing global standards for security, compliance, and delivery excellence. Manage global commercial performance, including margin optimization, forecasting, utilization, capacity planning, and services attach growth in partnership with Sales. Partner with Product and Engineering to identify delivery friction, advocate for roadmap improvements, and ensure services align closely with product capabilities. Collaborate with Sales, Pre‑Sales, Support, Customer Success, and Recurring Strategic Services to design cohesive customer journeys with seamless handoffs. Represent the voice of the customer across cross‑functional teams, influencing product, processes, and tooling to reduce implementation complexity. Build, lead, and develop a global team of consultants, specialists, and data engineers while fostering a high‑performance, inclusive culture grounded in accountability and continuous learning. Implement scalable onboarding, knowledge management, and enablement programs that support consistent delivery quality across geographies and customer segments.

Requirements

Demonstrated experience building and scaling global Professional Services or Delivery organizations within SaaS, technology, or enterprise software environments.
Proven ability to operate across Enterprise, mid‑market, and SMB segments, designing differentiated and scalable delivery models for each.
Track record implementing scalable processes, automation, and self‑service approaches to improve efficiency and consistency.
Experience managing distributed, cross‑functional teams across regions and time zones.
Strong analytical skills with the ability to define, measure, and act on key services metrics such as utilization, CSAT, time‑to‑go‑live, and margin.
Ability to translate complex delivery challenges into scalable operational solutions and communicate them effectively to executive audiences.
Exceptional communication and stakeholder influence skills, with experience aligning Sales, Product, Engineering, and Customer Success around unified delivery strategy.
Experience serving as an executive escalation point for strategic customers, maintaining trust and driving resolution.
Proven track record of owning a services P&L with measurable success in revenue growth, margin improvement, and customer satisfaction.

Responsibilities

Develop and own the global Professional Services strategy, defining service tiers, scalable delivery models, pricing, and governance across implementation, configuration, and data services.
Oversee end-to-end delivery of complex Enterprise engagements, ensuring consistent, high‑quality execution while serving as an executive escalation point for strategic customers.
Build scalable, tech-enabled SMB and mid‑market programs using automation, standardized playbooks, packaged offerings, and self‑service models to accelerate time‑to‑value.
Lead data services strategy—covering migration, transformation, and data quality—while establishing global standards for security, compliance, and delivery excellence.
Manage global commercial performance, including margin optimization, forecasting, utilization, capacity planning, and services attach growth in partnership with Sales.
Partner with Product and Engineering to identify delivery friction, advocate for roadmap improvements, and ensure services align closely with product capabilities.
Collaborate with Sales, Pre‑Sales, Support, Customer Success, and Recurring Strategic Services to design cohesive customer journeys with seamless handoffs.
Represent the voice of the customer across cross‑functional teams, influencing product, processes, and tooling to reduce implementation complexity.
Build, lead, and develop a global team of consultants, specialists, and data engineers while fostering a high‑performance, inclusive culture grounded in accountability and continuous learning.
Implement scalable onboarding, knowledge management, and enablement programs that support consistent delivery quality across geographies and customer segments.