Director, Professional Services – North America

Dotmatics

Director leading North American professional services for Dotmatics, a cloud-based scientific research software platform. Driving delivery excellence, commercial performance, customer governance and scalable Luma implementation operations.

Posted 8/11/2026full-timeRemote • 🇺🇸 United StatesLead💰 $168,313 - $227,718 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates significant leadership in Professional Services with a focus on commercial metrics, project governance, and complex customer implementations. Capable of building high-performing teams and fostering executive relationships to drive successful service delivery in scientific software and enterprise environments.

Highest-signal resume keywords

Leadership Experience in Professional ServicesCommercial Metrics OwnershipComplex Customer ImplementationsProject Governance and Scope ManagementScientific Software Industry Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Revenue ManagementUtilisation PlanningMargin ForecastingChange ControlDelivery PredictabilityCapacity PlanningImplementation InsightOperational MaturityDigital TransformationWorkflow Implementation

Soft Skills

CollaborationAccountabilityInfluencing Senior StakeholdersContinuous ImprovementExecutive Presence

Tools & Technologies

OpenAirSalesforceJiraPSA PlatformsCRM Platforms

Industry Keywords

Scientific SoftwareR&D InformaticsELNLIMSSDMSLab AutomationData PlatformsLife SciencesPharmaRegulated Research Environments

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead and develop the NAM Professional Services management team across scientific implementation and regional delivery.
Build a culture of accountability, collaboration and continuous improvement.
Develop organisational capability for Platform implementations and next-generation Luma solutions.
Build management capability and succession across the region.
Lead offshore resources.
Own regional services bookings, revenue, utilisation, margin, forecasting and delivery predictability.
Partner with Sales, PreSales, Support and Customer Success to shape, scope and govern services engagements.
Ensure commercial discipline across Statements of Work, change control, financial management and resource planning.
Identify delivery risks and drive mitigation plans.
Act as senior Professional Services leader for strategic NAM customer engagements.
Build executive customer relationships and lead executive governance, steering committees and major delivery escalations.
Ensure programmes deliver quality outcomes, customer value and commercial success.
Lead regional resource planning across Application Scientists, LATAM-based teams and partner delivery.
Develop scalable delivery capacity through offshore teams and strategic partners.
Partner with the Global PMO on delivery governance, forecasting and project management standards.
Drive continuous improvement in delivery quality, operational maturity and implementation predictability.
Collaborate with Sales, PreSales, STS, Support, Customer Success, Product, Finance, Legal and Partner teams.
Provide implementation insight for product evolution and service offerings.
Represent Professional Services in Luma planning, partner enablement and regional growth.
Support repeatable, scalable delivery models across the Platform business.

Requirements

What you’ll need

Significant leadership experience within Professional Services, consulting or enterprise software delivery.
Experience leading managers and building high-performing regional organisations.
Ownership of commercial metrics including revenue, utilisation, margin, forecasting and capacity planning.
Experience leading complex customer implementations and executive governance.
Strong understanding of Statements of Work, project governance, scope management and change control.
Experience working closely with Sales, PreSales, Support, Product, Customer Success and Finance.
Experience building offshore, partner or blended delivery models.
Strong executive presence and ability to influence senior stakeholders across a global organisation.
Experience in scientific software, R&D informatics, ELN, LIMS, SDMS, lab automation and orchestration, data platforms, scientific workflow software or similar industry.
Ideally, experience in life sciences, pharma, biotech, chemicals, CROs or regulated research environments.
Deep understanding of services delivery for enterprise SaaS, cloud platforms, data platforms and digital transformation with complex workflow implementation.
Experience with PSA, CRM and project governance platforms such as OpenAir, Salesforce or Jira may be advantageous.
Experience in regulated environments, including GxP, may be advantageous.

Benefits

Comp & perks

Medical, Dental, Vision, Insurance
Health Spending Accounts
Wellness Benefits (Mental Health Apps and Fitness Perks)
Company-paid Life and Disability Insurance
401k Retirement Plan (with 4% company match; immediate vesting)
Flexible Time off Plan (for US exempt employees)
Variable pay eligibility for certain positions