Director, Professional Services

Job Description

If you're looking to lead high‑impact delivery teams in a fast‑paced, global SaaS environment, this role offers the opportunity to drive customer success at scale. As Director, Professional Services – APAC, you will play a pivotal role in ensuring world‑class implementation and professional services delivery across the region, while aligning operational excellence with Sovos’ strategic objectives.

The Work You’ll Do

As Director, Professional Services – APAC, you will be responsible for leading and scaling the Professional Services organisation across the APAC region. This role ensures timely, high‑quality delivery of implementations and change requests, while consistently delivering an outstanding customer experience.

You will act as the senior escalation point for customers, champion customer concerns, and ensure issues are professionally managed by the implementation teams. This role serves as a critical bridge between customers, product, sales, and support organisations—ensuring alignment, transparency, and execution excellence.

Professional Services forms the foundation of long‑term customer relationships, and in this role, you will execute strong delivery plans that promote customer success while maintaining scope, efficiency, and profitability.

Professional Services Leadership (APAC)

• Lead and manage Professional Services teams across the APAC region, ensuring accountability for service levels and process controls.
• Provide strong leadership, guidance, coaching, and mentorship to team members.
• Own hiring, onboarding, training, coaching, performance management, rewards, and career development for the team.
• Define and lead the team towards successful achievement of departmental goals aligned with company objectives and strategic anchors.
• Act with integrity and demonstrate ethical behaviour in all interactions with internal and external stakeholders.
• Foster a culture of professionalism, operational excellence, engagement, and results orientation.

Delivery Oversight and Customer Success

• Monitor execution of client projects, including delivery activities, status reporting, issue management, and service level outcomes.
• Ensure timely completion of client tasks and proactively manage delivery risks.
• Support teams in resolving complex client issues and act as the escalation point for customer concerns.
• Take full ownership of internal and external customer satisfaction across the region.
• Bridge communication across customers, sales, product, and support teams to ensure alignment and transparency.

Operational Management and Planning

• Develop and manage capacity plans to ensure appropriate resourcing for planned initiatives.
• Assess headcount requirements and make recommendations to ensure an efficient and scalable organisational structure.
• Develop and maintain service level standards with a focus on response times and issue resolution.
• Monitor professional services efficiency, billability, utilisation, and overall profitability.
• Prioritise changing demands, manage multiple initiatives, and deliver outcomes within tight deadlines in a dynamic environment.
• Assist in drafting and revising Statements of Work (SoWs) as required.

Strategic Contribution and Growth

• Demonstrate initiative, drive, and determination to achieve operational success and organisational growth.
• Use data‑driven insights to continuously improve team performance and service delivery outcomes.
• Participate in local M&A integration activities as required across countries within scope.
• Maintain a strong connection between strategic goals and hands‑on execution.

Organisational Alignment

• Manages: A team of approximately 10+ professional services employees, both directly and indirectly, across multiple countries in the APAC region.

What We Need From You

• Ten or more years of service‑related work experience.
• Three or more years of people leadership experience.
• Experience working within a matrixed, globally distributed organisation.
• Strong time management, organisational, and decision‑making skills.
• Ability to lead, motivate, and empower teams to achieve individual and operational goals.
• Demonstrated ability to analyse data, uncover insights, and iterate quickly to improve performance.
• Proven ability to consistently deliver results on time and within budget.
• Ability to bridge strategy with tactical execution in a hands‑on leadership role.
• High tolerance for ambiguity and the ability to thrive in a fast‑paced environment.
• Excellent written and verbal communication skills, with strong professional judgement.
• Excellent spoken and written English language skills.
• Strong understanding of business sensitivities and confidentiality requirements.
• Demonstrated integrity and ethical behaviour in all professional interactions.

Environmental Job Requirements & Working Conditions

• Primary Location: India
• Travel Requirements:
  • Minimal travel (less than 25%), or
  • Moderate travel (less than 50%), or
  • Significant travel (more than 50%), depending on business needs, including domestic and international travel to Sovos locations and events.
• Ability to effectively utilise technology (phone systems, computer hardware, and software applications) to fulfil job responsibilities.

Company Background

Sovos was built to solve the complexities of the digital transformation of tax. Our complete, connected offerings support tax determination, continuous transaction control compliance, tax reporting, and more.

Today, Sovos supports more than 8,000 customers—including half of the Fortune 500—across 70+ countries. Our SaaS solutions and proprietary Sovos S1 Platform integrate seamlessly with enterprise systems and government compliance processes worldwide.

Sovos operates across North America, Latin America, Europe, and APAC, and is backed by Hg and TA Associates.

Learn more at www.sovos.com and follow us on LinkedIn and Twitter.