Director, Service Enablement

Job Summary

The Director, Service and Delivery is responsible for leading Service Enablement, a multi-function connector organization that prepares Services to implement, support, and scale product releases across regions. This role owns Services release readiness and leads Release Readiness, Manufacturing, SRE, Technical Writing, Technical Training, and related enabling-technology work, partnering with Implementation, Support, Product, and Development so documentation, training, tooling, and operational readiness are in place before customer availability.

Essential Duties and Responsibilities

• Own the program that confirms Services organizational readiness for each release, coordinating work across Implementation, Support, Product, and Development.

• Ensure every release has a documented readiness review with Services sign-off before customer availability.

• Lead, coach, and develop the Release Readiness, Manufacturing, SRE, Technical Writing, and Technical Training teams, including priorities, owners, staffing plans, performance management, and hiring.

• Secure capacity and timing from regional implementation and support leaders when enablement work draws on resources outside the department.

• Ensure technical documentation and training are complete, accurate, and available on schedule for releases and product transitions.

• Partner with Product on customer needs during end-of-life periods, including documented specifications and contract language for exceptions.

• Oversee enabling technologies such as SRE tooling and Jira Service Management so stakeholder needs are incorporated into solutions.

• Work with Strategic Account teams to turn customer and escalation insights into readiness improvements.

• Align readiness plans with business priorities and represent Service Enablement in Services leadership forums.

• Manage planning, budgeting, and vendor or contractor needs for assigned enablement functions.

PLEASE NOTE: This is not an exhaustive list of all duties, responsibilities and requirements of the position described above. Other functions may be assigned and management retains the right to add or change duties at any time.