Director of Services

About us

Pliancy is fundamentally changing the way businesses value technology by empowering the next evolution of IT leadership. We provide high-touch consulting solutions to life science and finance organizations. Our employees and clients find that we’re starkly different from other IT organizations because we challenge the status quo in two major ways: by putting people first in every decision we make, and by innovating towards simplicity and sustainability. Whether streamlining a client’s race to a cancer cure or securing the fine details of data integrity, we’re driven to help people.

And as a people-first company that invests in the long-term success of our employees, we’re looking for creative thinkers who like to solve interesting problems. We have a culture of mentorship and prioritize curiosity and empathy in all of our hiring decisions.

Director of Services

Location: Remote (Ideally NYC or SF Bay Area)

About the Role

At Pliancy, we are looking to revolutionize the IT industry. Our client experience and services team is at the heart of our company’s success. We seek to understand our clients’ IT needs better than anyone else so we can provide them with seamless solutions and ongoing support. 

We’re seeking an experienced and dynamic Director of Services to help lead and grow our managed services team. This team is the backbone of Pliancy - as we mature our services, we are looking for an experienced and guiding hand to support our teams during a time of transition that will continue as we scale.

The Director of Services at Pliancy will manage a team of 50 consultants distributed across the U.S., with major hubs in Silicon Valley, New York City, and Boston. This leader will directly coach and manage a team of managers, ensuring they are equipped with the skills and strategies needed to lead effectively. The ideal candidate will bring a consultative mindset, operational rigor, and a strong passion for developing future leaders from within.

This role also includes meeting and exceeding financial targets for our managed services business as a whole, working closely with the management team to drive growth opportunities and improve our key performance indicators.

This role thrives on solving complex, ambiguous problems, identifying patterns and leading change effectively at scale. In this role, you will never run out of puzzles to solve and no day will look the same.

What’s an average day like?

Every day will look vastly different depending on the needs of the business, clients, and the team. The Director of Services is accountable for prioritizing challenges and asks, understanding them deeply, and executing on solutions seamlessly. 

As the Director of Services, the key responsibilities are outlined below.

Leadership Development

• Run a successful and functional team of managers - lead, mentor, and coach Pliancy’s future leaders, fostering their professional growth & strengthening their leadership skills.
• Act as a role model for the team - build and maintain a strong team culture that prioritizes high performance, collaboration, ownership, and celebrating shared successes.
• Seamlessly execute on cross-functional initiatives focused on transforming team culture, performance standards, services quality, and leadership development.

Operational & Financial Performance

• Collaborate with the VP of Professional Services to develop and execute strategies for meeting and exceeding key performance indicators for the team.
• Leverage data & analytics to track team performance, identify areas for improvement and inform decision-making.
• Exceed financial targets by implementing cost optimization methods, launching new services, and/or creating strategies that better match our value to client needs.

Client Engagement:

• Act as an escalation point for complex client issues, working cross-functionally to resolve challenges and ensure client success and satisfaction.
• Develop a deep understanding of our clients and how our services align to meet their objectives.
• Deliver compelling messaging to clients, showcasing the value and impact of our services.

Who are we looking for?

You are an experienced services leader who is looking for a new challenge and has a strong passion for developing successful teams. The ideal candidate is someone who:

• Embraces ambiguity and complex problem solving - especially when it comes to problems related to people and clients
• Genuinely loves developing other leaders and sharing in mutual success with no ego
• Enjoys deeply understanding problems and looking at