Services Director

Role overview

The Services Director will lead, expand, and continuously refine the Professional Services function that delivers Workforce Management (WFM) implementations for clients across healthcare, aviation, government, retail, logistics, and other sectors.

This is a hands-on leadership position that blends direct delivery ownership with team-building responsibilities. The person in this role must be able to guide major customer implementations while simultaneously creating and strengthening the services organization.

The right candidate will bring a strong mix of consulting, project delivery, workforce management, and people leadership experience, along with the ability to put processes in place, coach teams, manage client relationships, and ensure successful outcomes.

Services leadership and team development

• Set up, grow, and lead the Professional Services team.
• Hire, coach, develop, and retain implementation consultants, project managers, business analysts, and solution architects.
• Create the team structure, career path framework, and performance management practices.
• Build a culture that is accountable, customer-focused, and committed to high performance.
• Operate as a player-coach by staying directly involved in important projects, client interactions, and issue resolution.

Project delivery and implementation

• Take ownership of customer implementation work from start to finish.
• Make sure projects are completed on schedule, within budget, and in line with the agreed scope and quality expectations.
• Design and improve implementation methods, governance models, templates, and best practices.
• Track project status, risks, dependencies, team utilization, and client satisfaction.
• Run executive steering committee sessions and customer governance reviews.
• Support recovery efforts when delivery plans go off track.

Workforce management expertise

• Build strong subject matter knowledge in workforce management, workforce optimization, rostering, scheduling, time and attendance, leave management, payroll integrations, and workforce analytics.
• Advise clients on process change and adoption of workforce management best practices.
• Guide customers on workforce planning, operational efficiency, compliance, and resource optimization.

Customer success and stakeholder management

• Develop trusted relationships with senior stakeholders, sponsors, and operational leaders.
• Align customer expectations with what the solution can realistically deliver.
• Manage difficult escalations and complex client situations.
• Support customer satisfaction, references, renewals, and expansion opportunities.

Commercial and business growth

• Work with Sales and Pre-Sales teams during opportunity review and solution design.
• Assess statements of work, implementation estimates, and project plans.
• Spot opportunities for additional services, enhancements, and consulting work.
• Help drive services revenue growth and profitability goals.

Process and quality management

• Define and enforce implementation standards, quality checks, and project governance controls.
• Improve delivery methods and onboarding processes on an ongoing basis.
• Create implementation accelerators, reusable assets, and knowledge management practices.

Requirements

Education: A bachelor’s degree in Information Technology, Computer Science, Engineering, Business, or a related field is expected. An MBA or other relevant postgraduate qualification is a plus.

Experience: The role calls for 10+ years in software implementation, consulting, or professional services, including 5+ years in a leadership capacity managing consulting or implementation teams. Candidates should have a strong history of building and scaling professional services functions, delivering enterprise software projects, managing complex multi-stakeholder engagements, and working in SaaS, workforce management, HR technology, ERP, HCM, or broader enterprise software environments.

Benefits

• Competitive fixed pay plus an annual performance-based bonus.
• A leadership incentive linked to services KPIs, customer satisfaction, project delivery, and team results.
• Opportunity to establish and lead a Professional Services organization from the ground up.
• Direct access to executive leadership and strategic decision-making.
• Strong scope for career growth as the business expands regionally.
• High autonomy and meaningful decision-making authority.
• Chance to influence delivery methods, organizational design, and service offerings.
• Direct impact on customer success, product direction, and company growth.
• Exposure to leading healthcare, aviation, government, and enterprise clients across the region.
• Fast-moving, entrepreneurial culture with limited bureaucracy.
• Collaborative, high-performing team environment.
• Regional exposure and involvement in large-scale digital transformation programs.
• Annual leave and medical benefits as per company policy.
• Medical and hospitalization insurance coverage.

Additional information

This position is based in Singapore and is expected to be performed onsite. It is a full-time role.

Other requirements and role notes

The position is best suited to someone who can combine strategic leadership with hands-on delivery involvement, and who is comfortable operating across customer implementation, organizational development, and commercial growth responsibilities.