Director of Professional Services (North America)

About Professional Services 

At Aptitude, we help organizations navigate digital transformation with confidence. Our intelligent financial management solutions empower businesses to make data-driven decisions and operate with agility in an ever-changing world. With a global footprint and a collaborative culture, we deliver technology and services that help our clients connect finance, strategy, and innovation. 

We’re not just building products, we’re building partnerships that redefine how enterprises think about finance and transformation. We believe diverse teams drive better outcomes, and we’re committed to fostering an inclusive environment where people can thrive and do their best work. 

The Role 

As Director of Professional Services in North America, you’ll lead all aspects of delivery excellence across the region, from client implementations to operational strategy, financial performance, and people leadership. 

Reporting to the VP of Global Services, you’ll build and scale a high-performing delivery organization that partners with clients to ensure successful adoption, measurable value realizations, and ongoing satisfaction. 

This is a leadership role, combining strategic oversight with hands-on engagement on key client programs. You’ll represent Professional Services in commercial discussions, drive regional performance, and shape Aptitude’s delivery practices for the future. 

Aptitude is in the midst of a strategic transformation, evolving into a SaaS business and scaling through an expanding global partner ecosystem. This role will be instrumental in enabling that transformation, building the delivery models, capabilities, and partnerships that position Aptitude for sustainable growth and client success. 

Responsibilities: 

Leadership & Team Development 

• Build, lead, and inspire a distributed team of Project Managers, and Consultants across North America. 

• Foster a culture of accountability, collaboration, and continuous improvement that emphasizes client success and professional growth. 

• Hire, mentor, and develop high-performing talent. Provide clear career paths and support individual development plans. 

• Champion diversity and inclusion, ensuring every team member feels empowered to contribute their unique strengths. 

• Be a visible advocate for Professional Services, representing the function to internal stakeholders and in executive level client and partner engagements. 

Delivery Excellence 

• Own regional Professional Services P+L, including revenue forecasting, margin management, and utilization optimization. 

• Oversee all aspects of client and partner delivery. Implementation, advisory, and managed services, ensuring consistency, quality, and scalability. 

• Act as executive sponsor for strategic client programs, providing guidance, governance, and risk mitigation. 

• Drive operational excellent through process improvement, performance metrics, and continuous improvement initiatives. 

• Promote adoption of Aptitude’s delivery methodology, ensuring alignment with global standards and best practices. 

Client Engagement 

• Partner with Sales and Client Success to define and position services as a key differentiator in the market. 

• Contribute to scoping, pricing, and negotiation of services engagements to ensure profitable growth and client value realization. 

• Strengthen client relationships through executive sponsorship, thought leadership, and strategic account collaboration. 

• Support renewal and expansion opportunities by demonstrating measurable business outcomes and trusted advisory value. 

Client Success Partnership 

• Partner closely with the Client Success leadership team to ensure a seamless client experiences from implementation through adoption and value realization. 

• Collaborate to design scalable client engagement models and proactive success plans that drive retention and expansion. 

• Align delivery excellence with client outcomes, ensure Professional Services plays a central role in long-term client success. 

Cross-Functional Collaboration 

• Collaborate with Product Management, Engineering, and Client Success to evolve Aptitude’s SaaS delivery framework and accelerate time-to-value for clients. 

• Work with the Channel team to develop and operationalize the partner delivery ecosystem, ensuring consistent quality, enablement, and joint success. 

• Support transformation initiatives that modernize Aptitude’s delivery operations, introducing scalable processes and tools aligned to SaaS best practices. 

• Contribute to the global Professional Services leadership team, helping shape strategy, talent development, and delivery innovation. 

• Represent Aptitude’s services organization at industry events, client forums, and partner meetings to amplify our brand and impact. 

What We Offer:

We’ll offer you a competitive salary and bonus, as well as the following benefits: 

• 401(k) retirement plan with matching 

• Competitive vacation and paid time off 

• Healthcare benefits – medical insurance, dental insurance and vision plans 

• Pre-tax saving accounts 

• Life and Disability Insurance 

• ShareSave scheme (ability to purchase company shares on preferential terms) 

• Flexible working conditions and hybrid work model 

Where You’ll Be:

• Whilst this role is based from our Boston office, we support hybrid working.

• We ask that you to come into our Boston office regularly to collaborate with your colleagues, in this role we let you create your own hybrid working routine 

• This role requires regular travel in-country and/or overseas 

To us at Aptitude, hybrid working means that our employees come together for 2-days per week at their local office. It’s an opportunity for our teams to collaborate, solve problems together and to be engaged and involved in the wider community of our business. 

We ask employees to come into the office every Wednesday and give you the flexibility to choose your other day from either Tuesday or Thursday. 

Diversity and inclusion 

If you’re interested in working at Aptitude, but don’t feel you meet every single requirement of the role, we’d still like to hear from you!  A diverse workforce is an essential part of our culture, and we’re dedicated to ensuring that our staff can show up as their authentic self - safe in the knowledge that their differences will be embraced and respected by all. We’re strong advocates of supporting applicants from a wide variety of backgrounds which include different ages, genders, ethnicities, physical abilities and sexual orientation, and we work hard to build the confidence of our workforce through inclusivity, equity and ongoing training. So, if you’re excited about this role but your past experience doesn’t align perfectly with every requirement, we’d encourage you to apply anyway. You might be just the candidate we’ve been looking for, whether it’s for this role or another. 

• 10+ years of experience in Professional Services, Consulting, or Program Delivery roles within enterprise software, preferably SaaS organizations. 

• 5+ years of people leadership experience, managing regional or cross-functional delivery teams 

• Experience leading teams through business or operational model transformation, ideally shifting from traditional software to SaaS. 

• Proven success working with or building partner delivery ecosystems to scale Professional Servies reach and capacity. 

• Deep understanding of customer lifecycle management tin a SaaS or subscription-based business model. 

• Proven success managing P&L, service operations, and client delivery at scale. 

• Strong background in enterprise software implementation, ideally in financial services, or ERP. 

• Demonstrated ability to influence at executive levels, manage complex stakeholders, and deliver measurable client outcomes. 

• Commercial acumen with experience in pricing, forecasting, and contract negotiation. 

• Strong communication, leadership, and analytical skills, with a passion for driving excellence and innovation in delivery.  

• Willingness to travel regionally as needed to support clients, partners, and teams. Occasional international travel required.