About CloudBees

CloudBees enables enterprises to deliver scalable, compliant, and secure software, empowering developers to do their best work. 

Seamlessly integrating into any hybrid and heterogeneous environment, CloudBees is more than a tool—it's a strategic partner in your cloud transformation journey, ensuring security, compliance, and operational efficiency while enhancing the developer experience across your entire software development lifecycle. It allows developers to bring and execute their code anywhere, providing greater flexibility and freedom through fast, self-serve, and secure workflows.

CloudBees supports organizations at every step of their DevSecOps journey, whether using Jenkins on-premise or transitioning software delivery to the cloud. We’re helping customers build the future, today.

About the Role

The Sr. Director, Global Services at CloudBees is critical for leading and managing the company’s professional services organization on a global scale. This position involves overseeing the delivery of consulting, implementation, and training services to customers, ensuring that they achieve maximum value from CloudBees’ products and solutions.

What You'll Do

• Lead and manage a global team of professional services professionals, including consultants, project managers, and technical experts. 
• Recruit, train, and mentor team members, fostering a culture of excellence and continuous improvement.
• Oversee the day-to-day operations of the professional services organization, ensuring efficient and effective delivery of services.
• Implement and optimize processes, tools, and methodologies to enhance service delivery and operational efficiency.
• Develop and execute the strategic plan for the professional services organization, aligning with CloudBees’ overall business objectives and growth strategies.
• Identify and pursue opportunities for expanding service offerings and enhancing the value delivered to customers.
• Ensure that professional services initiatives are aligned with customer needs and business goals, driving customer success and satisfaction.
• Oversee the delivery of consulting and implementation services, ensuring that projects are completed on time, within scope, and to the satisfaction of customers.
• Manage complex or high-profile customer engagements, providing guidance and resolution for critical issues.
• Develop and deliver training programs to empower customers and partners with the knowledge and skills needed to effectively use CloudBees’ solutions.
• Ensure that training materials and resources are up-to-date and aligned with product updates and best practices.
• Collaborate with other departments, such as sales, product management, and customer support, to ensure a cohesive approach to customer engagement and service delivery.
• Work closely with the sales team to support pre-sales activities, including scoping and designing service solutions.
• Communicate effectively with customers, executives, and other stakeholders, providing updates on service delivery, project status, and key initiatives.
• Act as a key liaison between CloudBees and its customers, ensuring clear and effective communication throughout the engagement process.
• Continuously evaluate and refine professional services processes and methodologies to improve efficiency, quality, and customer satisfaction.
• Implement best practices and standards for project management, consulting, and training services.
• Track and analyze key performance indicators (KPIs) related to service delivery, such as project success rates, customer satisfaction scores, and utilization metrics.
• Use data-driven insights to drive improvements and achieve operational excellence.
• Identify and mitigate risks associated with service delivery, including potential project issues and customer challenges.
• Develop and implement risk management strategies to ensure successful project outcomes and customer satisfaction.
• Address and resolve escalated issues or conflicts related to service delivery, ensuring timely and effective solutions.
• Stay informed about industry trends, emerging technologies, and best practices to drive innovation in professional services offerings.
• Explore and implement new service models, tools, and techniques to enhance the value delivered to customers.
• Identify and pursue opportunities for expanding professional services into new markets or regions.
• Develop strategies to support global growth and scale the professional services organization effectively.

Role Requirements

• Significant experience in professional services or consulting roles, with a strong track record of managing complex projects and engagements.
• Proven experience in leading and managing a global or large-scale team, including recruitment, development, and performance management.
• Deep understanding of cloud computing, DevOps, CI/CD processes, and related technologies, with experience in delivering consulting and implementation services in these areas.
• Extensive experience in engaging with customers at various levels, including managing high-profile or complex customer relationships and driving customer success.
• Strong technical background in areas such as cloud infrastructure, software development, and enterprise solutions, with the ability to oversee technical consulting and implementation.
• Experience with project management methodologies and tools, including managing large-scale or complex projects with multiple stakeholders.
• Ability to design, implement, and optimize professional services processes and methodologies to enhance efficiency and service quality.
• Strong leadership skills with the ability to inspire, motivate, and mentor a global team.
• Excellent verbal and written communication skills, with the ability to clearly convey technical concepts and project status to both technical and non-technical audiences.
• Ability to develop and execute strategic plans that align with business objectives and drive the professional services organization’s growth.
• Strong analytical and problem-solving skills, with a focus on addressing complex customer challenges and improving service delivery.
• Experience working in a global environment, with an understanding of regional market differences and the ability to manage international teams and projects.
• Willingness to travel as needed for customer engagements, team meetings, and industry events.
• Strong focus on customer satisfaction, with the ability to advocate for customer needs within the organization and drive initiatives to enhance customer success.
• Ability to drive innovation in professional services offerings, exploring new service models and strategies to support global growth.
• Bachelor’s degree in Computer Science, Engineering, Business, or a related field. Advanced degrees (e.g., MBA, Master’s in Engineering) are preferred.

We’re invested in you!

We offer generous paid time off to allow our employees time to rest, recharge and to be present with family and friends throughout the year. At CloudBees, we truly believe that the more diverse we are, the better we serve our customers.  A global community like Jenkins demands a global focus from CloudBees. Organizations with greater diversity—gender, racial, ethnic, and global—are stronger partners to their customers.  

Whether by creating more innovative products, or better understanding our worldwide customers, or establishing a stronger cross-section of cultural leadership skills, diversity strengthens all aspects of the CloudBees organization. In the technology industry, diversity creates a competitive advantage.  

CloudBees customers demand technologies from us that solve their software development, and therefore their business problems, so that they can better serve their own customers.  CloudBees attributes much of its success to its worldwide work force and commitment to global diversity, which opens our proprietary software to innovative ideas from anywhere. 

Along the way, we have witnessed firsthand how employees, partners, and customers with diverse perspectives and experiences contribute to creative problem-solving and better solutions for our customers and their businesses. 

Scam Notice

Please be aware that there are individuals and organizations that may attempt to scam job seekers by offering fraudulent employment opportunities in the name of CloudBees. These scams may involve fake job postings, unsolicited emails, or messages claiming to be from our recruiters or hiring managers. Please note that CloudBees will never ask for any personal account information, such as cell phone, credit card details or bank account numbers, during the recruitment process. Additionally, CloudBees will never send you a check for any equipment prior to employment. 

All communication from our recruiters and hiring managers will come from official company email addresses (@cloudbees.com) or from Paylocity and will never ask for any payment, fee to be paid or purchases to be made by the job seeker. If you are contacted by anyone claiming to represent CloudBees and you are unsure of their authenticity, please do not provide any personal/financial information and contact us immediately at tahelp@cloudbees.com. 

We take these matters very seriously and will work to ensure that any fraudulent activity is reported and dealt with appropriately. If you feel like you have been scammed in the US, please report it to the Federal Trade Commission at:  https://reportfraud.ftc.gov/#/.  

In Europe, please contact the European Anti-Fraud Office at:  https://anti-fraud.ec.europa.eu/olaf-and-you/report-fraud_en

Signs of a Recruitment Scam

· Ensure there are no other domains before or after @cloudbees.com.  For example:  “name.dr.cloudbees.com”

· Check any documents for poor spelling and grammar – this is often a sign that fraudsters are at work.

· If they provide a generic email address such as @Yahoo or @Hotmail as a point of contact.

· You are asked for money, an “administration fee”, “security fee” or an “accreditation fee”.

- You are asked for cell phone account information. 

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