[Hiring] Director of Professional Services @Ionic Partners

Role Description

Are you a high-performing Senior Delivery Manager looking to make a meaningful impact on society by playing an influential role in driving innovation in Service Delivery for social benefit organizations? Do you want to work for a best-in-class, 100% remote organization with the brightest talent from around the world? If so, then keep reading…

At Sparkrock, we provide software to help people who are making a difference in the world. Built on Microsoft Dynamics 365 Business Central, our solutions help nonprofits, school boards, and government agencies reach their greatest potential using technology, freeing up their time and resources to focus on the good they want to achieve.

As our Director of Professional Services, you will own the P&L and the book of business for a portfolio of client engagements worth $3–5M, deciding how the delivery organization is resourced, priced, and run to protect a healthy margin. You will lead a team of consultants, business analysts, and project managers delivering ERP/SaaS implementations, set the quality bar and the delivery model, and serve as the senior escalation point for key customers. Rather than following a rigid methodology, you will shape a delivery approach built around what customers actually need, turning underperforming engagements into profitable, high-performing accounts, and building the operating model that lets delivery scale.

You will thrive here if you are energized by owning financial and delivery performance across a portfolio and by leading a team rather than running the projects yourself. If you are highly motivated and love building and growing, this is the place for you.

Responsibilities

• Own the P&L and book-of-business performance for a $3–5M portfolio of client engagements — driving budgeting, revenue forecasting, and cost management to maintain a healthy profit margin.
• Oversee delivery quality and outcomes across ERP/SaaS implementation projects, delivering to customer needs rather than a rigid methodology.
• Lead, develop, and motivate a diverse Professional Services team of consultants, business analysts, and project managers.
• Act as the senior escalation and relationship point for key customers, protecting long-term account health.
• Allocate and balance team resources across active engagements to optimize delivery capacity and margin.
• Identify delivery and financial risks early and put mitigation plans in place to protect both client outcomes and business performance.
• Partner with Sales to support the scoping, pricing, and positioning of new engagements, without selling directly to customers.
• Drive process improvements across the delivery lifecycle to increase the speed, quality, and consistency of outcomes.
• Participate in finalizing roadmaps and prioritizing tickets.
• Engage directly with customers to understand their needs and ensure a positive experience.
• Collaborate cross-functionally with Sales, Engineering, Product, Customer Success, and Support to align on priorities and deliver on customer needs.

Qualifications

• Bachelor's degree in a relevant field such as Business Administration, Computer Science, Information Technology, or a related discipline.
• 10-15 years of progressive experience in professional services, project management, or similar roles within the software or technology industry.
• Minimum of 3-5 years of experience in a leadership or management position, preferably as a Senior Manager or Director within a Professional Services organization.
• Experience in overseeing a portfolio of projects, managing P&L and book of business with revenues up to 3-5M dollars.
• Demonstrated success in achieving and maintaining a healthy profit margin within the Professional Services division.
• Proven track record in turning loss positions into profitable businesses through strong strategy and execution.
• Hands-on leadership of ERP/SaaS implementation delivery, not internal operations, resourcing, or PMO management — owning escalations directly, such as a broken integration or a stalled implementation, and working the problem with the customer rather than from behind an internal dashboard.
• Demonstrated technical depth, partnering directly with Product and Engineering to challenge scope, priority, and root cause, and participating in sprint planning alongside the customization team.
• Solid delivery management skills, with a track record of successfully delivering ERP/SaaS product implementations on short, time-boxed cycles (under 6 months) across a portfolio of concurrent projects, rather than multi-year transformation programs.
• Experience in client relationship management, including dealing with key stakeholders, understanding customer needs, and driving customer success.
• Demonstrated financial acumen, including budgeting, revenue forecasting, and cost management.
• Based in Canada and legally eligible to work in Canada, with availability to travel approximately 15–20% to meet clients in person, and available to work hours that overlap with EST, CST, or PST.

Nice to have

• An advanced degree, such as a Master's in Technology or an MBA.
• Understanding of the K-12 and non-profit sectors in Canada, ideally with direct experience working with school boards and non-profit organizations.
• French language proficiency.
• Experience managing remote, global teams and fixed-budget contracts.
• Fluency with AI / AI-assisted tools in a delivery or operations context, for example, using AI to automate analysis, reporting, or resourcing.

Benefits

• We are 100% remote and global. Live your best life wherever that may be, and never lose out on career opportunities because of it.
• Flexible work hours. We work asynchronously and don’t care when you’re online, just that you deliver great results and are there for our customers.
• We are dedicated to your growth with consistent and meaningful feedback, support in achieving your personal career goals, and access to leading-edge tools, playbooks, and technology to amplify your experience.
• Introductions to thought leaders in the space and webinars on cutting-edge tech hot topics.
• Stipend to help set up your ideal home office.
• Focus on culture: coffee chats, happy hours, cooking classes, book clubs, and more!