Director, Professional Services (North America)

Dotmatics

19h•$168,313 - $227,718•Remote

About The Position

At Dotmatics, a Siemens company, we believe science, data, and decision-making must be deeply intertwined for innovation to thrive. Our Portfolio includes Luma, LumaLab Connect, ELN Platform, Graphpad Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express, LabArchives, NQuery, EasyPanel, SoftGenetics and Virscidian. We have a vision for a new Lab of the Future that will change the future of scientific research. We have created the world’s most comprehensive digital science platform – best-of-breed software applications already used by more than 2 million scientists, together in a single ecosystem united by a powerful, flexible enterprise data platform. This is not flat data buried away in digital graveyards. This is dynamic, multi-dimensional decision-making. Scientific enterprises need a new level of effectiveness to achieve tomorrow’s breakthroughs. Illness will not wait. The biosphere will not wait. We are tireless in our vision, because the time for innovation is now. Our global team of more than 800 colleagues are dedicated to supporting our customers in over 180 countries. Together, with our scientific community of users, we accelerate scientific innovation in order to make the world a healthier, cleaner, and safer place to live. You’ll join a collaborative, global team pushing the boundaries of scientific innovation. Your ideas and efforts will have a tangible impact, accelerating scientific progress and discovery. We offer a dynamic, remote-friendly environment that fosters high integrity and collaboration, empowering you to excel. Dotmatics is a company built by scientists, for scientists. Combined, we are now the world’s largest cloud-based scientific research R&D platform. We need your help to keep growing and pioneering the future. We are Science Driven. We are Customer Centric. We are Better Together.

Requirements

Significant leadership experience within Professional Services, consulting or enterprise software delivery.
Experience leading managers and building high performing regional organisations.
Ownership of commercial metrics including revenue, utilisation, margin, forecasting and capacity planning.
Experience leading complex customer implementations and executive governance.
Strong understanding of Statements of Work, project governance, scope management and change control.
Experience working closely with Sales, PreSales, Support, Product, Customer Success and Finance.
Experience building offshore, partner or blended delivery models.
Strong executive presence and the ability to influence senior stakeholders across a global organisation.

Nice To Haves

Scientific software, R&D informatics, ELN, LIMS, SDMS, laboratory orchestration/automation or scientific workflow platforms.
Life sciences, biotechnology, pharmaceutical or chemicals industries.
Enterprise SaaS, cloud platforms or digital transformation programmes.
Partner-led delivery or systems integrators.
PSA, CRM and project governance platforms such as OpenAir, Salesforce or Jira.
Regulated environments, including GxP.

Responsibilities

Lead the NAM Services Organisation
Lead and develop a high performing management team across scientific implementation and regional delivery.
Build a culture of accountability, collaboration and continuous improvement.
Develop an organisation capable of supporting both established Platform implementations and next generation Luma solutions.
Build management capability and succession across the region.
Lead offshore resources
Drive Commercial Performance
Own regional services bookings, revenue, utilisation, margin, forecasting and delivery predictability.
Partner with Sales, PreSales, Support and Customer Success to shape, scope and govern services engagements.
Ensure strong commercial discipline across Statements of Work, change control, financial management and resource planning.
Identify delivery risks early and drive practical mitigation plans.
Deliver Customer Success
Act as the senior Professional Services leader for strategic NAM customer engagements.
Build trusted executive relationships with customer stakeholders.
Lead executive governance, steering committees and major delivery escalations.
Ensure programmes consistently deliver quality outcomes, customer value and commercial success.
Strengthen Delivery Operations
Lead regional resource planning across Application Scientists, LATAM-based teams and partner delivery.
Develop scalable delivery capacity through offshore teams and strategic partners.
Partner closely with the Global PMO to ensure consistent delivery governance, forecasting and project management standards.
Drive continuous improvement in delivery quality, operational maturity and implementation predictability.
Partner Across the Business
Work closely with Sales, PreSales, STS, Support, Customer Success, Product, Finance, Legal and Partner teams.
Provide implementation insight that helps shape product evolution and service offerings.
Represent Professional Services in planning for Luma, partner enablement and regional growth.
Support the evolution of repeatable, scalable delivery models across the Platform business.