Sr. Director, Professional Services & Delivery

SPS Commerce • Minneapolis, MN

7d • Hybrid

About The Position

SPS Commerce is seeking a Sr. Director, Professional Services & Delivery to lead delivery for Retail Customer Success, including net-new retailer onboarding and statements of work across the existing customer base. The position leads an approximately 85-person organization spanning project management, solution architecture, and technical consulting. It will guide the organization’s evolution toward stronger technical expertise and tooling so teams can work directly with customer IT, drive projects through customer IT organizations, and improve accountability for decisions, timelines, and outcomes.

The role owns end-to-end delivery, services pricing and packaging, and the development of program-management discipline and tools. It will partner with Sales throughout deal scoping, pricing, and expectation-setting, and work with Product and Engineering on IT-facing capabilities such as self-service testing and project and case visibility. The leader will also define and execute the buy-side integration strategy for onboarding retailers and other buyers onto the SPS network, including offerings, playbooks, tooling, and team capabilities.

The position manages the relationship between technical delivery and customer-facing professional services, maintaining distinct areas of focus while ensuring clean handoffs and a unified organization. It represents Professional Services & Delivery in cross-functional planning with Sales, Product, Customer Success, Testing & Certification, and executive leadership, and recruits, develops, and retains delivery leaders and senior technical talent. The role reports to the VP of Customer Success Retail.

The role is preferably hybrid at SPS Commerce’s Minneapolis, Minnesota headquarters, with customer-engagement travel of 15–20%. For remote candidates, travel, including visits to Minneapolis, is estimated at 30–35%. The stated annual salary range is $168,900–$278,700, and the position may also be eligible for an annual incentive program. SPS Commerce offers a comprehensive benefits package, with benefits varying by country and aligned with local laws and market practices.

Requirements

• 10+ years of professional services, delivery, or consulting leadership experience within enterprise SaaS or a technology-driven services business.
• Several years leading a multi-layered delivery organization, such as a PMO, solution architecture, or consulting organization.
• Demonstrated experience re-engineering a services delivery model, including pricing, scoping, or engagement approach, to reflect the value and effort of work delivered.
• Experience driving alignment across Sales and Program/PMO functions, connecting what is sold, scoped, and delivered.
• Experience holding customer-side IT or technical stakeholders accountable within projects and building the governance, cadence, and visibility tools to support that accountability.
• Experience developing and executing a buy-side customer integration strategy, including delivery models, technical standards, and IT engagement approaches for onboarding at scale.
• P&L or budget ownership for a services organization, with knowledge of utilization, gross margin, revenue recognition, and project profitability.
• Experience leading teams through structural change while maintaining delivery continuity for existing customers.
• Executive-level communication skills and comfort representing a delivery organization’s plans and performance to senior leaders and cross-functional peers.

Nice To Haves

• Experience in EDI, supply chain, or retail supplier-network technology.
• Familiarity with project and portfolio tools such as Smartsheet or Asana, and BI platforms such as Power BI or Snowflake, for tracking delivery performance.
• Experience establishing or scaling an offshore or nearshore delivery team.
• Bachelor’s degree in a relevant field, or an equivalent combination of education and experience.

Responsibilities

• Own full delivery accountability for net-new retailer onboarding and SOW work across the existing install base, leading the PMO, solution architecture, and technical consulting teams.
• Lead the team’s development of technical aptitude and tooling, engaging customer IT directly and improving accountability for project decisions and timelines.
• Partner with Sales throughout the deal cycle on scoping, pricing, and delivery expectations before contracts are signed.
• Evolve professional services pricing and packaging to better reflect the value of the work delivered.
• Manage the boundary between technical delivery and customer-facing professional services, ensuring clean handoffs on current-customer work.
• Build program-management discipline and tooling that provide internal teams and customer IT stakeholders visibility into project status and next steps.
• Partner with Product and Engineering on IT-facing capabilities, including self-service testing and project and case visibility.
• Develop and own the buy-side integration strategy for Professional Services & Delivery, including offerings, delivery playbooks, tooling, and team capabilities for onboarding retailers and other buyers at scale.
• Represent Professional Services & Delivery in cross-functional planning with Sales, Product, Customer Success, Testing & Certification, and executive leadership.
• Recruit, develop, and retain delivery leadership and senior technical talent.
• Drive performance against goals including services revenue growth, on-time and on-budget delivery, reduced IT-caused delays, utilization, gross margin, stronger Sales and PMO alignment, clean organizational handoffs, and progress in buyer integration delivery and adoption.

Benefits

• Comprehensive benefits package designed to support health, well-being, and financial security; benefits are country-specific and aligned with local laws and market practices.
• May be eligible to participate in an annual incentive program, with awards based on individual and/or organizational performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed