[US] Enterprise Implementation Services Senior Director
About The Position
Benchmark Gensuite is hiring an experienced systems implementation leader to establish and lead its professional services organization for enterprise platform implementations. This founding, hands-on leadership role will design and run the operating model for integrating, configuring, and delivering the company’s platform in client environments. The Senior Director will set standards for how implementation work is scoped, priced, staffed, and delivered; build a small team; and partner with executive leadership and teams across the business. The role includes leadership of complex enterprise deployments, commercial and delivery governance, team development, and customer and internal executive engagement. The position is full-time, hybrid in Cincinnati, Ohio, and requires 35% travel.
Requirements
- 12+ years of experience in consulting, systems implementation, or professional services.
- 5+ years of experience managing and leading professional services delivery in the EHS management systems and/or EHS digital platforms space.
- Direct experience building, scaling, or materially reshaping professional services or implementation practices, including offerings, methodology, pricing, resourcing, and delivery governance.
- Strong commercial acumen, including experience scoping, pricing, and negotiating SOWs, managing change control, and accountability for engagement margin and profitability.
- Executive presence and ability to earn trust with customer executives, internal leadership, and delivery teams.
- Bachelor's degree or equivalent experience.
Responsibilities
- Build the professional services team for systems implementation.
- Define the service offerings, engagement structure, delivery methodology, governance, and handoffs between New & Expansion Growth, Product, and Customer Success.
- Set and consistently apply standards and templates for scoping, estimation, staffing, change control, and project close-out.
- Establish role definitions, skill levels, and career paths for implementation consultants, project managers, and solution architects.
- Define and manage delivery and business metrics, including utilization, margin, schedule and budget variance, scope-change capture, and customer satisfaction.
- Partner with New Logo, Expansion Growth, and Finance to structure implementation budgets and SOWs with realistic assumptions, defined deliverables, and clear exclusions.
- Establish a disciplined change-order and SOW-amendment process to identify, price, and obtain approval for scope growth.
- Review and approve scope and pricing for large or complex deals before commitments are made.
- Serve as director and escalation point for the largest and highest-risk implementations, including multi-module, multi-region, and multi-system programs.
- Guide solution design, integration approaches involving ERP, HRIS, IAM, data platforms, and other enterprise systems, data migration, and change management.
- Hold delivery teams accountable for schedule, budget, quality, and customer outcomes, and resolve issues early.
- Hire and develop a high-caliber team and scale it as demand grows.
- Coach delivery leads and consultants and foster accountability, craft, and customer focus.
- Determine the appropriate mix of internal staff, partners, and subcontractors, and manage those relationships.
- Engage customer executives and sponsors, set expectations, and build confidence in the company’s delivery capabilities.
- Provide Product and company leadership with input on large-customer needs and delivery lessons learned.
- Work with Growth leadership to position implementation capabilities in strategic pursuits.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
