Senior Director, Professional Services, EMEA

Job Description

Senior Director, Services Consulting, EMEA | Zendesk

The Tone:
This is a full-time role at Zendesk, based in EMEA with a hybrid work model. Zendesk software brings a sense of calm to the chaotic world of customer service, powering billions of conversations with brands globally. This role is crucial for owning the regional services business, guiding a team to shape, sell, and deliver high-value customer engagements, and evolving the services model towards AI-enabled, outcome-driven solutions to help customers realize value faster.

The TL;DR
• Role: Full Time
• Type: Hybrid – EMEA
• Team: Professional Services, leading Engagement Managers, consultants, and their managers
• Mission: Own the regional services business and guide a team responsible for shaping, selling, and delivering high-value customer engagements.

What You’ll Actually Do
• Lead Regional Business: Own the strategy, performance, and growth of the EMEA Professional Services organization, setting clear expectations for customer outcomes and developing managers and individual contributors.
• Evolve Services Model: Establish an engagement approach beginning with customer goals and measurable business outcomes, applying AI and automation thoughtfully across delivery and operations.
• Partner Across Functions: Collaborate with Sales to qualify opportunities, Product and Engineering on customer needs, Customer Success for continuity, Finance for P&L, and global Professional Services leaders for alignment.
• Ensure Service Quality: Establish clear methods for discovery, solution design, delivery, and closeout, ensuring projects are appropriately staffed, managed, and delivered on time and within budget.
• Own Financial Performance: Manage the regional Professional Services P&L, including revenue, margin, pipeline, forecasting, and annual targets, balancing growth, quality, and commercial discipline.

The Must-Haves
• Background: Senior Director level, with significant leadership experience running a Professional Services, consulting, implementation, or technology delivery organization.
• Experience: 15+ years in SaaS or technology, including 10+ years hiring, leading, and mentoring teams, and a track record of selling and delivering large, complex, enterprise-grade consulting engagements.
• Skills: Experience owning a services P&L, managing revenue targets, margins, and forecasting; strong knowledge of services portfolio management, resource allocation, and capacity planning; practical experience applying AI and automation to services delivery or operating processes; ability to manage complex enterprise relationships and communicate confidently with executives.
• Bonus: Enterprise SaaS experience is preferred.