Director, Professional Services
About The Position
BigPanda is hiring a Director of Professional Services to lead the team that delivers world-class onboarding and continuous platform services for our largest enterprise customers. You will own the people, the playbooks, and the outcomes for a portfolio of strategic accounts. You'll do it during the most consequential transition in our company's history. BigPanda is shifting from a deterministic event-correlation pipeline to an agentic operations platform — AI systems that detect, investigate, and resolve incidents on top of that pipeline. Every downstream AI feature is only as good as what Professional Services puts in front of it. Your team is the bridge.
Requirements
- 5+ years leading a professional services team in enterprise SaaS; 8+ years total in PS, implementation, or consulting
- Track record recruiting, developing, leveling, and exiting people with clarity and care
- Strong operational skills — services revenue forecasting, capacity planning, and process improvement at scale
- Comfortable presenting to C-level stakeholders in complex enterprise environments
- Experience with enterprise IT, AIOps, observability, ITSM, or incident management platforms
- Clear point of view on what AI-native software requires from a services team — knowledge curation, data quality, and probabilistic vs deterministic operating models
Responsibilities
- Own delivery outcomes across a portfolio of strategic enterprise accounts — onboarding, managed services, and AI product adoption
- Personally engage on the most critical accounts, running executive business reviews and framing technical progress as business outcomes
- Lead, develop, and level a team of Solutions Architects, Forward Deployed Engineers, and Value Delivery Managers
- Run a structured leveling framework with clear promotion gates — know where every person is, where they're headed, and what's blocking them
- Partner with Sales and Customer Success on scoping, pre-sales, and services revenue forecasting
- Codify delivery practices into scalable playbooks, templates, and partner-runnable scope
- Own knowledge engineering for AI features — content curation, CMDB topology, risk tuning, and output quality
- Be the loudest, best-evidenced internal voice on what customers need next
Benefits
- Competitive equity
- Remote-first environment
- Unlimited PTO
- Twelve (12) paid holidays throughout the year
- Comprehensive health benefits
- #PandaParent support. Financial assistance for fertility, adoption, and surrogacy expenses, plus up to eighteen (18) weeks of fully paid leave for birthing parents and up to twelve (12) weeks for non-birthing parents.
- Financial planning services
- Employee learning & development budget
- Values-based recognition (quarterly and annually)
- Social community & ERG programs
- Dog friendly office
- Lunches provided in office
- Flexible work environment along with a work-from-home stipend to support remote work arrangements
- Values-based culture
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
