The role of the Expert Services MEA Practice Director will oversee a team of consultants responsible for delivering high-quality outcomes to our customers and partners across all the Workflows. This role reports to the Director, Expert Services MEA and plays a pivotal role in shaping and executing the delivery strategy for MEA Expert services and delivering high-impact programs across the region.
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Responsibilities
- Define and execute the MEA Expert Services delivery strategy, aligned with customer needs, market trends, and the company’s business goals. Drive decisions around capability development, service offerings, delivery models, and market positioning.
- Champion transformation delivery and customer success: Ensure delivery efforts are aligned to customer business outcomes, platform adoption, and long-term success. Position the practice as a strategic partner for MEA transformation journeys.
- Lead and grow a high-performing team of senior leaders and consultants, fostering a culture of accountability, innovation, and continuous improvement.
- Set up operational infrastructure, SLAs, governance frameworks, and performance metrics for the nearshore/offshore delivery center anchoring the practice. Implement capacity planning, resource allocation, and demand forecasting to enable scalable, quality-driven delivery across MEA.
- Manage partner execution through clear expectations, weekly cadence reviews, and escalation protocols. Partner with global delivery partners and the company Partner Alliance Teams to co-deliver on customer outcomes, align on delivery standards, and drive continuous improvement.
- Translate market demand, sales pipeline insights, and strategic initiatives into action—driving decisions around hiring, team structure, capability development, and enablement.
- Own the technical solution quality of delivery in MEA engagements, ensuring consistent, scalable, and value-driven outcomes for our customers.
- Drive a culture of collaboration, knowledge sharing, and operational excellence, continually evolving best practices, offerings, and delivery methodology.
Key Performance Measurements
- Contribution to Expert Services business outcomes (revenue, margin, growth).
- Delivery Centre operational excellence: Capacity utilization, SLA compliance, partner performance metrics, and cost-to-serve.
- Customer satisfaction, Expert Services value realization, and adoption metrics.
Qualifications
- Proven experience leading senior-level teams, including managers and consultants, in a professional services or consulting environment within the MEA region.
- Strong cross-functional collaborator who thrives in a matrixed, global environment.
- Excellent communication and storytelling skills, capable of influencing diverse audiences from consultants to C-level executives.
- A strategic thinker with a transformation mindset, focused on long-term business impact.
- Familiarity with the company platform or comparable enterprise platforms (e.g., Salesforce, SAP, Workday); certifications or ecosystem experience is a plus.
Work Conditions
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories assigned to the company employees depending on the nature of their work and their assigned work location.
