Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 24 days ago

Senior Director, Services Consulting - EMEA

Zendesk109 open roles

Where
London United Kingdom
Work mode
Hybrid
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowSenior Director, Services Consulting - EMEAZendesk · London United Kingdom

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Zendesk's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. Zendesk postings stay open a median of 34 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: posted 24 days ago

Zendesk median: 34 days open

The posting

Job Description

We’re looking for a Senior Director to lead Professional Services across EMEA. You will own the regional services business and guide a team responsible for shaping, selling, and delivering high-value customer engagements.

You will evolve our services model toward AI-enabled, outcome-driven engagements. That means starting with the customer’s business goals, defining measurable outcomes, and selecting the right combination of expert consulting, repeatable methods, automation, and AI. You will help customers realize value faster while building a scalable, high-quality, and financially healthy services organization.

You will partner closely with Sales, Product Management, Engineering, Finance, Customer Success, and global Professional Services leaders. You’ll bring customer needs into the company, help shape the solutions we take to market, and ensure our teams can deliver what we promise.

What you’ll do

Lead the EMEA Professional Services business

  • Own the strategy, performance, and growth of the EMEA Professional Services organization.
  • Lead Engagement Managers, consultants, and their managers; set clear expectations for customer outcomes, delivery quality, and business performance.
  • Build a strong leadership culture through coaching, mentoring, and developing managers and senior individual contributors.
  • Plan for organizational growth, including hiring, skills development, succession, and capacity.
  • Serve as an executive sponsor for strategic and complex customer implementations, building trusted relationships with customer executives and delivery teams.

Build an AI-enabled, outcome-driven services model

  • Establish an engagement approach that begins with customer goals and measurable business outcomes, rather than focusing solely on activities, hours, or implementation milestones.
  • Work with customers and internal teams to define success measures, value milestones, and a practical path from deployment to realized value.
  • Apply AI and automation thoughtfully across scoping, delivery, knowledge management, quality assurance, and reporting to improve speed, consistency, and insight.
  • Guide teams in identifying where AI can augment expert work, improve customer experiences, and reduce repetitive effort while maintaining appropriate human judgment and delivery quality.
  • Develop repeatable service offers and delivery patterns that combine advisory expertise, implementation, optimization, and ongoing value realization.
  • Use engagement data and customer feedback to assess outcomes, identify delivery risks, and continuously improve the services portfolio.

Partner across the business

  • Work proactively with Sales to qualify opportunities, shape solutions, scope services, support proposals, and align commitments with delivery capacity and customer outcomes.
  • Collaborate with Product Management and Engineering to bring customer needs, implementation insights, and recurring friction points into product planning and solution design.
  • Partner with Customer Success to create continuity from implementation through adoption, optimization, and value realization.
  • Work with Finance on forecasting, margin management, planning, and business reviews.
  • Coordinate closely with Professional Services leaders in other regions to align methods, standards, and global customer delivery.
  • Represent Professional Services in executive and cross-functional planning, helping the company make informed decisions about customer commitments and investment priorities.
  • Collaborate with Partner eco system to maintain a healthy Partner portfolio

Deliver high-quality, scalable services

  • Establish clear methods for discovery, solution design, scoping, staffing, governance, risk management, delivery, and closeout.
  • Ensure projects are appropriately staffed, actively managed, and delivered on time and within budget, with quality and customer expectations maintained.
  • Build frameworks for portfolio forecasting, resource allocation, utilization, and capacity planning as the business scales.
  • Maintain a quality assurance model that supports consistent delivery across teams, countries, partners, and engagement types.
  • Identify delivery risks early, align stakeholders on mitigation, and resolve escalations with sound judgment.
  • Use operational and customer data to improve predictability, delivery effectiveness, and customer satisfaction.

Own business and financial performance

  • Own the regional Professional Services P&L, including revenue, margin, pipeline, forecasting, and annual and quarterly targets.
  • Monitor the financial and operational indicators of a services business, using them to guide investment, prioritization, and corrective action.
  • Balance growth, delivery quality, customer outcomes, and commercial discipline.
  • Ensure services are scoped and priced appropriately, with delivery plans that support both customer value and sustainable margins.

What you bring

  • 15+ years of experience in SaaS or technology, including 10+ years hiring, leading, and mentoring teams; enterprise SaaS experience is preferred.
  • Significant leadership experience running a Professional Services, consulting, implementation, or technology delivery organization.
  • A record of selling and delivering large, complex, enterprise-grade consulting engagements and solutions.
  • Experience owning a services P&L and managing revenue targets, margins, forecasting, pipeline, and business performance.
  • Strong knowledge of services portfolio management, resource allocation, capacity planning, and delivery economics.
  • Experience building repeatable engagement and delivery models that can scale across a growing customer base.
  • Experience applying AI and automation to services delivery, customer reporting, or operating processes, with a practical focus on measurable value.
  • The ability to manage complex, multi-stakeholder enterprise relationships and communicate confidently with both customer executives and solution architects.
  • Strong judgment and influence across organizational levels and functions, including Sales, Finance, Product, and Engineering.
  • The ability to connect detailed operational issues to broader business priorities and act with initiative in changing conditions.
  • A collaborative leadership style, with a track record of building accountable teams and developing strong managers.
  • Willingness to travel approximately 20–25% nationally and internationally.

#LI-JF2

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Zendesk's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Zendesk's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Zendesk's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.