Director, Professional Services

Xylem • Morrisville, NC

2d

About The Position

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions. The Role The Director, Software Professional Services leads a high‑performance global team responsible for the strategy, execution, and operational delivery of Xylem’s Software Professional Services organization. This role oversees Delivery, Services Pre‑Sales, Operations, Practices & Enablement, and Customer Training while ensuring alignment with company goals and customer success outcomes. The Director drives execution excellence nurtures a customer‑centric culture, and partners cross‑functionally to scale impactful, high‑quality service experiences.

Requirements

• Completion of BA or BS in business, technology, operations management, or related field or equivalent experience.
• 8–10+ years of leadership experience in Professional Services or Consulting.
• Demonstrated ability to lead and scale teams of 20–30+.
• Strong, decisive escalation management experience.
• Background in SaaS or enterprise software implementation.

Nice To Haves

• Experience building or scaling customer training programs.
• Familiarity with the Xylem FlexNet product and solution portfolio.

Responsibilities

• Lead a high-performing team of software developers, integration specialists, training and education specialists, and upgrade engineers.
• Develop and execute the strategic vision for Professional Services in alignment with business and customer success objectives.
• Create strong alignment with Product Management, Engineering, and Technical Support.
• Foster a culture of continuous improvement, innovation, accountability, and collaboration.
• Provide pre‑ and post‑sales support (RFP responses, short‑list presentations, quoting, SOW development, and contract input).
• Oversee execution of customer projects, including technical workshops, integrations, software deployments, customer and distributor training events, and system upgrades or migrations.
• Lead escalation management and support high‑risk customer scenarios.
• Partner with Sales to ensure accurate scoping and SOW quality.
• Serve as a trusted partner to customers and distributor partners, ensuring solutions align with customer goals and outcomes.
• Collaborate with Sales and Product Management to identify, position, and deliver new service offerings.
• Manage organizational budgets, resource planning, and Professional Services KPIs.
• Partner with Finance to forecast and track P&L performance.
• Track, analyze, and report on project and service performance metrics.
• Interface with Engineering, Product Development, Marketing, and Sales to integrate services and drive customer value.
• Provide internal and distributor teams with training, knowledge transfer, and technical enablement.

Benefits

• Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use.
• Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities.
• Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.
• At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark.
• We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG).
• Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.
• Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions.
• We reserve the right to modify this job description and assign additional duties as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Director