Director, Professional Services

We love going to work and think you should too. Our team is dedicated to trust, customer obsession, agility, and striving to be better every day. These values serve as the foundation of our culture, guiding our actions and driving us towards excellence. We foster a culture of performance and recognition, allowing us to transform growth as we enable our employees to do the best work of their careers. This role is open to candidates based in or near Austin, TX. Our Austin office is based in the vibrant San Jacinto Center downtown with breathtaking views of Lady Bird Lake.

About the Role

LogicMonitor® is the AI-first hybrid observability platform powering the next generation of digital infrastructure. LogicMonitor delivers complete visibility and actionable intelligence across on-premises, cloud, and edge environments. By anticipating issues before they strike, optimizing resources in real time, and enabling faster, smarter decisions, LogicMonitor helps IT and business leaders protect margins, accelerate innovation, and deliver exceptional digital experiences without compromise.

As the Director, Professional Services, you will lead a high-performing organization that delivers world-class implementations and training on LogicMonitor’s and/or Catchpoint’s industry-leading platform. Your mission is to ensure every customer deployment achieves success through best-in-class SaaS practices, driving measurable outcomes that reflect LogicMonitor’s commitment to excellence. You will develop and empower the next generation of technical leaders, fostering a culture of accountability, collaboration, and innovation. You will shape the technical delivery strategy for customers, driving operational efficiency and scalability through metrics-based leadership and continuous improvement. You will collaborate cross-functionally with Product, Engineering, and Customer Success to refine processes, optimize outcomes, and ensure LogicMonitor’s most advanced and complex solutions are delivered with precision, quality, and customer satisfaction at the forefront.

Responsibilities

• Leadership & Organizational Development
  • Lead and develop the Professional Services organization, including both managers and individual contributors, ensuring high performance, accountability, and engagement.
  • Build leadership capacity within the team by coaching managers on performance management, resource planning, and professional growth.
  • Define and execute a long-term organizational strategy that supports LogicMonitor’s global Professional Services objectives.
  • Foster a culture of collaboration, innovation, and continuous improvement across all delivery functions.
  • Serve as a key member of the Professional Services leadership team, influencing strategic direction, resourcing models, and delivery best practices.
• Operational Excellence & Metrics
  • Establish and monitor key performance indicators (KPIs) that measure delivery efficiency, utilization, quality, and customer satisfaction.
  • Drive operational excellence through consistent use of data, analytics, and continuous improvement frameworks.
  • Ensure balanced staffing across teams and geographies to meet business objectives and maintain healthy workloads.
  • Oversee adherence to delivery methodologies, documentation standards, and compliance with LogicMonitor’s quality and security practices.
• Customer Delivery & Success
  • Champion LogicMonitor’s delivery excellence by ensuring that every customer engagement reflects best practices and drives measurable outcomes.
  • Act as an escalation point for high-visibility customer situations, ensuring timely and strategic resolution.
  • Collaborate closely with Customer Success, Project Management, and Support to ensure seamless transitions from onboarding through long-term adoption.
  • Engage directly with key customers and partners to stay attuned to industry trends, evolving needs, and opportunities for innovation.
• Cross-Functional & Strategic Collaboration
  • Partner with Product Management, TechOps, and Engineering to provide structured feedback loops that influence product roadmap and deployment strategies.
  • Work with Sales and Customer Success leadership to align technical delivery capabilities with customer expectations and revenue goals.
  • Contribute to global Professional Services alignment initiatives, ensuring consistent processes and methodologies across all regions.
• Innovation & Continuous Improvement
  • Identify and prioritize automation, process optimization, and service enhancements that improve scalability and customer value.
  • Drive the development and adoption of Standard Operating Procedures (SOPs) and best practices that ensure repeatable, high-quality delivery.
  • Support the development and implementation of new delivery models that align with LogicMonitor’s evolving product and service strategy.

Requirements

• Experience & Leadership
  • 10+ years of experience in Professional Services, IT Operations, or Software Development, with at least 5 years in a management role leading both individual contributors and other managers.
  • Demonstrated success building and developing high-performing leaders within a technical organization, including defining objectives, providing mentorship, and ensuring operational consistency across teams.
  • Proven ability to scale delivery organizations, balancing customer needs, team development, and business goals across multiple geographies.
  • Strong experience driving team accountability through data, metrics, and structured performance management frameworks.
  • Exceptional communication and collaboration skills, with a track record of cross-functional influence across Product, Engineering, and Customer Success.
• Technical Expertise
  • Deep understanding of the observability and monitoring landscape, including metrics, logs, alerting, and related SaaS delivery methodologies.
  • Strong working knowledge of core protocols and technologies such as SNMP, WMI, and APIs used in enterprise IT operations and monitoring.
  • Proficiency in scripting and automation using Python, PowerShell, or Groovy/Java, and experience with modern development workflows and version control (Git).
  • Solid understanding of Windows and Linux server administration, cloud platforms (AWS, Azure, GCP), and IT infrastructure technologies.
• Education & Certifications
  • Bachelor’s degree in Computer Science, Information Systems, or related technical discipline, or equivalent professional experience.
  • PMP, CAPM, CSM (Certified Scrum Master), or equivalent certifications preferred but not required.
  • Certifications such as AWS Certified Solutions Architect, AWS Certified Developer, VMware VCP, CCNA, or MCSA are a strong plus.

At this time, we are able to consider candidates who are authorized to work in the United States on a full-time, permanent basis without requiring new or initial employer-sponsored work authorization. Candidates who currently hold valid U.S. work authorization that can be transferred to a new employer (such as certain H-1B statuses) may be considered on a case-by-case basis.

Pay

The Base Salary range for this role is $163,170 USD - $240,000 USD. Compensation packages at LogicMonitor for eligible roles include base salary, a variable plan depending on role, along with comprehensive benefits. The range displayed reflects the minimum and maximum base salary target for new hires in the position, determined by work location and additional factors, including job-related skills, experience, interview performance, and relevant education or training.

Benefits

• Comprehensive health, dental, and vision coverage.
• Generous parental leave policies.
• Access to our Employee Assistance Program and various Wellness programs.
• 401K with company matching.
• Lifestyle Spending Account.
• Unlimited vacation policy.