Director, Professional Services

LogicMonitor•Austin, TX

7d•$163,170 - $204,000•Hybrid

About The Position

LogicMonitor is seeking a Director, Professional Services to lead a high-performing organization that delivers implementations and training for LogicMonitor and/or Catchpoint platforms. The role is responsible for ensuring successful customer deployments through strong SaaS delivery practices and measurable outcomes. Based in or near Austin, Texas, the position shapes technical delivery strategy and drives operational efficiency and scalability through metrics-based leadership and continuous improvement. The Director will develop technical leaders and foster accountability, collaboration, and innovation across the organization. They will work with Product, Engineering, Customer Success, and other functions to improve processes and outcomes and ensure complex solutions are delivered with quality and customer satisfaction. The role also contributes to the strategic direction, resourcing models, and delivery practices of the global Professional Services organization.

Requirements

10+ years of experience in Professional Services, IT Operations, or Software Development.
At least 5 years in a management role leading both individual contributors and other managers.
Demonstrated success building and developing leaders in a technical organization, including defining objectives, mentoring, and ensuring operational consistency across teams.
Proven ability to scale delivery organizations while balancing customer needs, team development, and business goals across multiple geographies.
Strong experience driving accountability through data, metrics, and structured performance management frameworks.
Exceptional communication and collaboration skills, with cross-functional influence across Product, Engineering, and Customer Success.
Deep understanding of observability and monitoring, including metrics, logs, alerting, and SaaS delivery methodologies.
Working knowledge of 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 Git.
Understanding of Windows and Linux server administration, AWS, Azure, or GCP, and IT infrastructure technologies.
Bachelor’s degree in Computer Science, Information Systems, or a related technical discipline, or equivalent professional experience.
Must be authorized to work in the United States on a full-time, permanent basis without requiring new or initial employer-sponsored work authorization; transferable existing U.S. work authorization may be considered case by case. New sponsorship for employment-based visas requiring an initial employer petition or application is unavailable.

Nice To Haves

PMP, CAPM, CSM (Certified Scrum Master), or equivalent certification.
AWS Certified Solutions Architect, AWS Certified Developer, VMware VCP, CCNA, or MCSA certification.

Responsibilities

Lead and develop the Professional Services organization, including managers and individual contributors, supporting performance, accountability, and engagement.
Coach managers on performance management, resource planning, and professional growth.
Define and execute a long-term organizational strategy aligned with global Professional Services objectives.
Foster collaboration, innovation, and continuous improvement across delivery functions.
Contribute to the Professional Services leadership team's strategic direction, resourcing models, and delivery best practices.
Establish and monitor KPIs for delivery efficiency, utilization, quality, and customer satisfaction.
Use data, analytics, and continuous improvement frameworks to drive operational excellence.
Ensure balanced staffing across teams and geographies to meet business objectives and maintain healthy workloads.
Oversee adherence to delivery methodologies, documentation standards, and quality and security practices.
Ensure customer engagements follow best practices and achieve measurable outcomes.
Serve as an escalation point for high-visibility customer situations and guide timely, strategic resolution.
Coordinate with Customer Success, Project Management, and Support on transitions from onboarding through long-term adoption.
Engage with key customers and partners to understand industry trends, evolving needs, and opportunities for innovation.
Partner with Product Management, TechOps, and Engineering to provide feedback that informs product roadmaps and deployment strategies.
Align technical delivery capabilities with customer expectations and revenue goals in partnership with Sales and Customer Success leadership.
Contribute to global Professional Services initiatives that establish consistent processes and methodologies across regions.
Identify and prioritize automation, process optimization, and service enhancements that improve scalability and customer value.
Drive the development and adoption of SOPs and best practices for repeatable, high-quality delivery.
Support the development and implementation of delivery models aligned with evolving product and service strategies.