Director, Professional Services

Skip to main content Director, Professional Services BigPanda United States Director, Professional Services BigPanda United States 2 months ago Over 200 applicants See who BigPanda has hired for this role Report this job Location requirements:Remote based role. Open to candidates in the United StatesAbout The RoleBigPanda is hiring a Director of Professional Services to lead the team that delivers world-class onboarding and continuous platform services for our largest enterprise customers. You will own the people, the playbooks, and the outcomes for a portfolio of strategic accounts.You'll do it during the most consequential transition in our company's history. BigPanda is shifting from a deterministic event-correlation pipeline to an agentic operations platform — AI systems that detect, investigate, and resolve incidents on top of that pipeline. Every downstream AI feature is only as good as what Professional Services puts in front of it. Your team is the bridge.What You Will DoOwn delivery outcomes across a portfolio of strategic enterprise accounts — onboarding, managed services, and AI product adoptionPersonally engage on the most critical accounts, running executive business reviews and framing technical progress as business outcomesLead, develop, and level a team of Solutions Architects, Forward Deployed Engineers, and Value Delivery ManagersRun a structured leveling framework with clear promotion gates — know where every person is, where they're headed, and what's blocking themPartner with Sales and Customer Success on scoping, pre-sales, and services revenue forecastingCodify delivery practices into scalable playbooks, templates, and partner-runnable scopeOwn knowledge engineering for AI features — content curation, CMDB topology, risk tuning, and output qualityBe the loudest, best-evidenced internal voice on what customers need nextWhat Skills And Experience You’ll Bring To BigPanda5+ years leading a professional services team in enterprise SaaS; 8+ years total in PS, implementation, or consultingTrack record recruiting, developing, leveling, and exiting people with clarity and careStrong operational skills — services revenue forecasting, capacity planning, and process improvement at scaleComfortable presenting to C-level stakeholders in complex enterprise environmentsExperience with enterprise IT, AIOps, observability, ITSM, or incident management platformsClear point of view on what AI-native software requires from a services team — knowledge curation, data quality, and probabilistic vs deterministic operating modelsAbout UsBigPanda is a fast-growing, values-driven, global company that enables Tech Ops teams to keep the digital economy running. BigPanda’s AI-driven IT operations (aka AIOps) platform transforms IT data into insight and action. By eliminating IT noise, automating incident management, and keeping our customers’ digital services up and running around the clock, we become a mission-critical part of our customers’ IT operations.With BigPanda, some of the world’s largest enterprises including Hulu, Cisco, United, and many others are able to reduce costs and increase efficiencies, accelerate business velocity, and deliver extraordinary customer experiences.BigPanda is backed by top-tier investors including Sequoia, Mayfield, Battery, Insight Partners, Advent International, and Greenfield Partners.We have an awesome team of motivated, knowledgeable, fun-loving, and friendly Pandas. We...