Director, Professional Services

LogicMonitor•Austin, TX

1d•$163,170 - $240,000•Hybrid

About The Position

LogicMonitor® is the AI-first hybrid observability platform powering the next generation of digital infrastructure. LogicMonitor delivers complete visibility and actionable intelligence across on-premises, cloud, and edge environments. By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, LogicMonitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise. Our customers love LogicMonitor's ability to bring cloud and traditional IT together into one view, as seen in minimal churn rates, expansion business, and exciting new customer references. In fact, LogicMonitor has received the highest Net Promoter Score of any IT Infrastructure Management provider. LogicMonitor also boasts high employee satisfaction. We have been certified as a Great Place To Work®, and named one of BuiltIn's Best Places to Work for the seventh year in a row! As the Director, Professional Services, you will lead a high-performing organisation who deliver world-class implementations and training on LogicMonitor’s and/or Catchpoint industry-leading platform. Your mission is to ensure every customer deployment achieves success through best-in-class SaaS practices, driving measurable outcomes that reflect LogicMonitor’s commitment to excellence. In this role, you will develop and empower the next generation of technical leaders, fostering a culture of accountability, collaboration, and innovation. You will shape the technical delivery strategy for customers, driving operational efficiency and scalability through metrics-based leadership and continuous improvement. You will collaborate cross-functionally with Product, Engineering, and Customer Success to refine processes, optimise outcomes, and ensure LogicMonitor’s most advanced and complex solutions are delivered with precision, quality, and customer satisfaction at the forefront.

Requirements

10+ years of experience in Professional Services, IT Operations, or Software Development, with at least 5 years in a management role leading both individual contributors and other managers.
Demonstrated success building and developing high-performing leaders within a technical organisation, including defining objectives, providing mentorship, and ensuring operational consistency across teams.
Proven ability to scale delivery organisations, balancing customer needs, team development, and business goals across multiple geographies.
Strong experience driving team accountability through data, metrics, and structured performance management frameworks.
Exceptional communication and collaboration skills, with a track record of cross-functional influence across Product, Engineering, and Customer Success.
Deep understanding of the observability and monitoring landscape, including metrics, logs, alerting, and related SaaS delivery methodologies.
Strong working knowledge of core protocols and technologies such as SNMP, WMI, and APIs used in enterprise IT operations and monitoring.
Proficiency in scripting and automation using Python, PowerShell, or Groovy/Java, and experience with modern development workflows and version control (Git).
Solid understanding of Windows and Linux server administration, cloud platforms (AWS, Azure, GCP), and IT infrastructure technologies.
Bachelor’s degree in Computer Science, Information Systems, or related technical discipline, or equivalent professional experience.

Nice To Haves

PMP, CAPM, CSM (Certified Scrum Master), or equivalent certifications preferred but not required.
Certifications such as AWS Certified Solutions Architect, AWS Certified Developer, VMware VCP, CCNA, or MCSA are a strong plus.

Responsibilities

Lead and develop Professional Services organisation, including both managers and individual contributors, ensuring high performance, accountability, and engagement.
Build leadership capacity within the team by coaching managers on performance management, resource planning, and professional growth.
Define and execute a long-term organisational strategy that supports LogicMonitor’s global Professional Services objectives.
Foster a culture of collaboration, innovation, and continuous improvement across all delivery functions.
Serve as a key member of the Professional Services leadership team, influencing strategic direction, resourcing models, and delivery best practices.
Establish and monitor key performance indicators (KPIs) that measure delivery efficiency, utilisation, quality, and customer satisfaction.
Drive operational excellence through consistent use of data, analytics, and continuous improvement frameworks.
Ensure balanced staffing across teams and geographies to meet business objectives and maintain healthy workloads.
Oversee adherence to delivery methodologies, documentation standards, and compliance with LogicMonitor’s quality and security practices.
Champion LogicMonitor’s delivery excellence by ensuring that every customer engagement reflects best practices and drives measurable outcomes.
Act as an escalation point for high-visibility customer situations, ensuring timely and strategic resolution.
Collaborate closely with Customer Success, Project Management, and Support to ensure seamless transitions from onboarding through long-term adoption.
Engage directly with key customers and partners to stay attuned to industry trends, evolving needs, and opportunities for innovation.
Partner with Product Management, TechOps, and Engineering to provide structured feedback loops that influence product roadmap and deployment strategies.
Work with Sales and Customer Success leadership to align technical delivery capabilities with customer expectations and revenue goals.
Contribute to global Professional Services alignment initiatives, ensuring consistent processes and methodologies across all regions.
Identify and prioritise automation, process optimisation, and service enhancements that improve scalability and customer value.
Drive the development and adoption of Standard Operating Procedures (SOPs) and best practices that ensure repeatable, high-quality delivery.
Support the development and implementation of new delivery models that align with LogicMonitor’s evolving product and service strategy.