Senior Director, Services Transformation

The successful Sr. Director, Services Transformation will be a strategic and execution-focused leader with a proven ability to drive transformational change within a Global Services organization in a fast-paced SaaS environment.   This role is responsible for reimagining how we deliver onboarding, implementation, professional services, and managed services at scale—improving time-to-value, service efficiency, and long-term customer outcomes.  As a key member of the Global Services Leadership Team and Senior Leadership Team, you will drive cross-functional change initiatives that modernize delivery models, envision and launch new service offerings, operationalize data insights, and enable sustainable, customer-centric growth.  This position reports directly to the Chief Services Officer and is a high visibility role working closely with our Executive and Senior Leadership Teams.
Responsibilities: Strategic Leadership & VisionDevelop and execute on the transformation roadmap for the Services organization aligned with company goals for customer success, retention, and revenue growth·       Lead initiatives to modernize service delivery, including playbook redesign, digital delivery models, and self-service enablement·       Partner with senior leadership across services to ideate, prioritize and launch new service offerings ·       Collaborate with Product, Engineering, Sales, and Customer Success teams to integrate services more effectively across the customer lifecycleLead transformational change and integration planning and execution as we contemplate strategic M&A Service Delivery Optimization·       Redesign operating models to improve service margin, scale onboarding and implementation, and reduce time-to-value.·       Drive adoption of customer health scoring in partnership with customer-facing teams to enhance service engagement, customer retention, and CSAT AI, Technology & InfrastructureEvaluate and implement tools and platforms that enable automation, analytics, and a frictionless service experienceDrive digital transformation initiatives to enhance operational agility and self-service capabilitiesChampion our AI strategy in services to identify, prioritize, and execute on AI initiatives (e.g., GenAI, Agentic AI, RPA) to drive efficiencies and improve customer satisfaction  Cross-Functional Program Execution·       Serve as a program lead for cross-functional efforts involving Customer Success, Customer Support, Revenue Operations, and Product.·       Program manage and track success through business KPIs Executive ReportingDevelop and deliver executive-level presentations for the Executive Leadership Team and Board on strategic plans, progress, and transformational changeDrive analytics and story-telling in PowerPoint to narrate, guide, and persuade executive audiences  Key Skills:·       Bachelor’s degree required; MBA preferred·       10+ years of experience in corporate strategy, management consulting, business operations and strategy, or related strategic transformation role·       Experience in driving strategic initiatives in an Enterprise SaaS or Services environment·       Strong analytical mindset with experience using data to drive strategy and process improvement·       Strong program management skills and executive stakeholder engagement experience.·       Exceptional leadership, communication, and cross-functional collaboration skills·       Familiarity with and interest in leveraging AI to drive operational efficiencies·       Ability to travel (10%)Model N offers fair, equitable and competitive salary ranges for all positions. Compensation varies depending on factors that may include a candidate’s relevant experience, education and/or certifications, location, training, and other skills. Positions are eligible to participate in either our employee bonus program or commission payments, depending on the nature of the role. Model N employees have the opportunity to become Model N shareholders through our employee stock purchase plan.  Additionally, we offers a robust total rewards package that supports individuals to be their best and protec