Director, Professional Services

The Role

The Director Software Professional Services leads a highperformance global team responsible for the strategy execution and operational delivery of Xylems Software Professional Services organization. This role oversees Delivery Services PreSales Operations Practices & Enablement and Customer Training while ensuring alignment with company goals and customer success outcomes. The Director drives execution excellence nurtures a customercentric culture and partners crossfunctionally to scale impactful highquality service experiences.

Core Responsibilities

Leadership & Strategy

• Lead a high-performing team of software developers integration specialists training and education specialists and upgrade engineers.

• Develop and execute the strategic vision for Professional Services in alignment with business and customer success objectives.

• Create strong alignment with Product Management Engineering and Technical Support.

• Foster a culture of continuous improvement innovation accountability and collaboration.

• Provide pre and postsales support (RFP responses shortlist presentations quoting SOW development and contract input).

Service Delivery Excellence

• Oversee execution of customer projects including technical workshops integrations software deployments customer and distributor training events and system upgrades or migrations.

• Lead escalation management and support highrisk customer scenarios.

• Partner with Sales to ensure accurate scoping and SOW quality.

Customer Engagement & Growth

• Serve as a trusted partner to customers and distributor partners ensuring solutions align with customer goals and outcomes.

• Collaborate with Sales and Product Management to identify position and deliver new service offerings.

Operational Management

• Manage organizational budgets resource planning and Professional Services KPIs.

• Partner with Finance to forecast and track P&L performance.

• Track analyze and report on project and service performance metrics.

Cross-Functional Collaboration

• Interface with Engineering Product Development Marketing and Sales to integrate services and drive customer value.

• Provide internal and distributor teams with training knowledge transfer and technical enablement.

Required Qualifications

• Completion of BA or BS in business technology operations management or related field or equivalent experience.

• 810 years of leadership experience in Professional Services or Consulting.

• Demonstrated ability to lead and scale teams of 2030.

• Strong decisive escalation management experience.

• Background in SaaS or enterprise software implementation.

Preferred Qualifications

• Experience building or scaling customer training programs.

• Familiarity with the Xylem FlexNet product and solution portfolio.

Additional Information

Physical Demands

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made for individuals with disabilities.

Work Environment

The work environment characteristics described here are representative of those encountered while performing the essential job functions. Reasonable accommodations may be made for individuals with disabilities.

Travel Requirements

Travel may be required based on business and customer needs. Approximately 10%

At Xylem youll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program Xylem Watermark. We prioritize our employees well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace Xylem fosters an inclusive environment free from discrimination or harassment.

Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylems transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation