Senior Director, Technical Services

Job description

#### About Parsec Parsec Automation, LLC (Parsec) is a trailblazing creator and provider of manufacturing operations management software. Consistently recognized by organizations like [Gartner](https://www.gartner.com/doc/reprints?id=1-2EU1B4QE&ct=230829&st=sb) and [IDC](https://go.parsec-corp.com/idc-business-value-of-traksys) and a winner of numerous awards, including the [Data Breakthrough Awards](https://www.businesswire.com/news/home/20240411464449/en/Parsec-Recognized-for-Data-Technology-Innovation-in-Fifth-Annual-Data-Breakthrough-Awards-Program), [American Business](https://www.businesswire.com/news/home/20240425711890/en/Parsec%e2%80%99s-Double-Award-Win-Showcases-Dedication-to-Customers-and-Manufacturing-Expertise), and [Best in Biz](https://www.techdogs.com/tech-news/business-wire/parsec-automation-corp-wins-silver-in-12th-annual-best-in-biz-awards), Parsec exemplifies leadership in the dynamic, fast-paced manufacturing sector. With major companies such as Johnson & Johnson, Merck, Toyota, Proctor & Gamble, Eli Lilly, Hershey, Siemens, and DuPont leveraging its innovative TrakSYS™ platform to tackle even the most complex manufacturing challenges, Parsec’s solutions are actively optimizing efficiency, quality, and compliance at over 11,000 plants in more than 140 countries. Committed to customer success and driven by innovation, Parsec continues to fulfill its mission of making the management of manufacturing operations as simple as possible. Parsec is backed by [BVP Forge](https://www.bvp.com/forge), a $780M fund in partnership with the $20B Bessemer platform that has backed industry-defining businesses such as LinkedIn, MindBody, Procore, Shopify, and Toast. BVP Forge combines Bessemer’s front-line industry insights, proven growth IP, and robust executive network with tailored resources for self-sustaining companies and the ForgeEdge™ operational program. **The Role** Parsec is hiring a **Senior Director, Technical Services** to unify and scale the technical backbone of its Professional Services organization. This role owns three distinct but interdependent workstreams: Advisory, Delivery, and Support. Each currently operates with its own rhythm, skill set, and client touchpoints. The mandate for this role is to bring these workstreams together under one operating model so that clients, SI partners, and internal teams experience a consistent standard of technical excellence, regardless of which workstream is engaged. This is a build-and-run role. The teams exist today; the person in this seat will professionalize how they operate, scale them as the business grows, and ensure new hires ramp to full productivity on a defined timeline. Success is measured by predictable delivery, fewer escalations, improved resource utilization across workstreams, and a technical organization that partners with Enablement, Sales, and SI/GSI partners as a single, credible voice on TrakSYS. **Role Characteristics** - **Organizational Span:** Owns three workstreams: Advisory, Delivery, and Support, all spanning approximately 30–40 FTEs based primarily in the US and Spain, with additional coverage across Europe. - **Delivery Accountability:** Accountable for delivery outcomes across all three workstreams, including quality, timeliness, and client/partner satisfaction. - **Governance & Control:** Establishes shared standards, handoff protocols, and reporting cadence across workstreams (capacity planning, utilization, backlog health, escalation tracking). - **Cross-Functional Leadership**: Serves as the primary point of contact for workstream health, capacity, and delivery status communications to PS leadership. - **Collaboration:** Works closely with Project Managers (who retain ownership of individual engagements), Enablement, Sales, and SI/GSI partners. - **Scaling:** Builds hiring plans, role profiles, interview standards, and leveling criteria to support growth across all three workstreams. **Key Responsibilities** **- Advisory Workstream** - Own the quality bar for design artifacts produced by Solution Architects and Tech Leads, ensuring consistency across SI partner-led and Parsec-led engagements. - Deploy Advisory resources across concurrent engagements, balancing SI support requests against direct delivery needs. - Build and maintain design standards, reference architectures, and reusable artifacts that reduce rework across engagements. - Serve as the escalation point for design decisions that carry architectural or precedent-setting weight. **- Delivery Workstream** - Manage the engineering resource pool as a shared capacity model: intake, prioritization, staffing, and rebalancing across concurrent projects. - Partner with assigned Project Managers on scope, timelines, and quality gates without owning the PM function. - Set and enforce engineering and QA standards across POC, enhancement, and targeted delivery work. - Track velocity and throughput to inform capacity planning and hiring timing. **- Support Workstream** - Own support SLAs, coverage models, and on-call structures across a 24/7, multi-region team. - Ensure upgrade assessments, upgrades, and technical reviews follow a consistent methodology and artifact set. - Develop a repeatable mentoring and knowledge-transfer offering for clients and SI partners. - Feed recurring support themes and technical debt patterns back into Advisory and Engineering to address root causes. **- Cross-Workstream Responsibilities** - Establish shared standards and communication norms so clients and SI partners receive a consistent experience across Advisory, Delivery, and Support. - Build the metrics, reporting cadence, and operating rhythm that make delivery predictable and visible to leadership (dashboard support provided by the Operations team). - Partner with Enablement to define ramp paths and curricula for new hires and ongoing development paths for tenured staff. - Report on workstream health, capacity, and delivery metrics to PS leadership, and translate technical delivery performance into terms an executive audience can act on. **- Success Measures** - Advisory, Delivery, and Support operate against shared standards and a shared reporting model. - New hires reach full productivity on a defined, predictable timeline, in partnership with Enablement. - Delivery predictability improves, reflected in fewer escalations, tighter SLA adherence, and more accurate capacity forecasting. - Clients and partners experience a consistent technical governance model across all three workstreams. - Leadership has real-time visibility into workstream health, capacity, and risk. **Qualifications** - **Experience:** 10+ years in technical delivery, professional services, or engineering leadership within enterprise software, industrial software, or MES/manufacturing operations platforms. - **Multi-Function Leadership**: Demonstrated experience managing multiple technical functions concurrently (e.g., solution architecture/advisory, engineering delivery, and technical support) as a unified organization. - **Distributed Teams:** Experience managing distributed, international teams; direct experience with US/Europe (Spain in particular) team structures is a strong plus. - **Scaling:** Track record of building or scaling a technical delivery function during a growth phase, including hiring plans and ramp/enablement design. - **Operational Skills**: Strong operational instincts in capacity planning, utilization management, SLA and escalation frameworks, and delivery metrics. - **Range:** Comfortable operating at both the strategic level (org design, executive reporting) and the technical level (credible in design and architecture conversations). - **Partner Ecosystem:** Experience working with or alongside System Integrator (SI) and Global SI (GSI) partner ecosystems. - **Platform Experience:** Direct experience with MES, MOM, or industrial automation platforms (TrakSYS or comparable platforms) preferred. **Benefits** - $200,000–$255,000 base, plus bonus eligibility - Comprehensive medical, dental, and vision coverage - 401(k) with company match - Generous paid time off and company holidays - Professional development and career growth opportunities - Collaborative and innovative work environment - Opportunity to make a meaningful impact at a growing global software company **Location** This is a fully remote position.