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 challenges from many angles
• Values action and execution, with a knack for leading through change seamlessly
• Understands the importance of remaining objective and leveraging data, analyzing, improving, and optimizing performance from both a team and financial perspective
• Communicates and presents with a healthy balance of enthusiasm, authenticity, and practicality
• Easily finds common ground when collaborating with different teams and functions
• Is motivated by helping others discover their strengths while also exceeding performance targets

Responsibilities

• Leadership: Lead our managed services business to success and grow the team. You own the strategy and execution of initiatives that will increase our revenue, optimize our costs, and improve our services quality. You will also drive a culture that mirrors Pliancy’s values and objectives.
• Team Management: Lead and develop a team of 6-8 managers, ensuring alignment with key business goals, and mentoring them to achieve both personal and organizational success.
• Performance Accountability: Set measurable performance expectations and hold managers accountable for their results, including billable hours, client satisfaction, and operational targets.
• Client Engagement: Meet with clients to understand their needs and experiences with us - leverage patterns, data, and anecdotal information to improve and expand our services value. When meeting with clients, de-escalate any frustrations and build strong partnerships.
• Cross-Team Collaboration: Partner with senior leadership as well as Sales, Engineering, Operations, and other teams to execute on cross-functional projects and initiatives tied to company objectives.

Requirements

• 5+ years of experience in professional services, consulting, or related fields, with a proven track record of managing management teams. Must have been in a previous management/leadership position
• Demonstrated expertise in coaching and developing managers to achieve their full potential
• Exceptional interpersonal skills, with the ability to balance a high degree of empathy, professionalism, and performance
• Operational mindset with a strong attention to detail and data-driven decision-making
• Exceptional communication and presentation skills, with experience engaging C-level stakeholders
• Proven ability to implement change and align teams to broader financial and company objectives and success
• Background in IT or technology services is preferred, but not required

Benefits

Why work with us?

• Clients solving challenging problems with meaningful purpose
• Top-of-their-game peers who have fun with what they do and take teamwork seriously
• An environment with opportunities to see the impact of your efforts on both the client and the company
• A manager who will partner with you to help you grow and identify opportunities for career development 
• Flexible schedule designed to empower your communication and time management skills
• Great culture driven by community-minded, empathetic teammates 
• Benefits and perks built to meaningfully support you and your family while we grow together
• Relocation assistance is not available for this position