Director Of Installation Services

Description:

The role leads and develops managers and project leaders responsible for client delivery and serves as a senior escalation point for complex delivery challenges, competing priorities, and cross‑functional dependencies. The Director builds alignment across Sales, Maintenance Services, IT, Supply Chain, Finance, and external partners to drive consistent outcomes through a matrixed operating environment. The Director manages a complex ecosystem of internal resources and external vendors, working closely with Procurement to identify, vet, contract, and govern partner performance. This role is accountable for delivery capacity planning, labor forecasting, budget management, cost optimization initiatives, and financial forecasting, including coordination of client billing and revenue recognition.

In addition to delivery ownership, the Director plays an active role in pre‑sales support and client engagement, partnering with Sales to communicate the value and differentiation of Installation Services offerings. This includes participating in customer meetings and on‑site engagements, supporting deal shaping, and enabling Sales teams through training on installation capabilities, scope, and value propositions.

The Director develops and manages key performance indicators to monitor operational health, financial performance, customer outcomes, and continuous improvement initiatives. Working closely with Maintenance Services and Services leadership, the Director contributes to the long‑term vision and strategic roadmap for Installation Services, balancing near‑term execution with scalable, future‑ready capabilities.

Key Responsibilities

Delivery - Oversees portfolio of programs and projects delivering on all program/project commitments from concept to production. Responsible for project scope, schedule and budget. Ensures projects are completed according to agreed upon plan. Ensures that billable projects remain on schedule and within budget. Manages overall Installation Services organization financials and project profitability including resource scheduling, revenue forecasting per project, billing reconciliations, expense reports and time approval for project work, etc. Exercises risk and issue management.
Process/Tools - Develops, maintains and enforces methodologies, standards, governance, and tools in order to achieve the clients' operational and financial and project quality goals.
KPIs - Responsible for setting clear objectives, KPIs for the projects/practice and clearly communicating results to the business on a regular cadence. (examples include project/portfolio financials, utilization, contract management)
Sales - Collaborates with services sales and account managers in pre-sales activities such as project sizing and cost estimates, bid reviews and contract reviews.
Reporting - Delivering overall messaging of status/issues to key internal/external partners and clients. Provide project/account dashboard; execution QA report; top project/account risks & issues (common issues).
Staffing - Manages and recommends allocation and integration of project resources to meet commitments and objectives; optimizes resource/practice billable utilization; forecasts resource/skill supply/demand.
Professional Development - Through hiring and training improve overall project/program management skills and experience.
Collaborate with Internal Sr. Leadership, TTEC Executive Leadership and other internal Business leaders to plan, develop and execute the Installation Services strategy in concert with multiple cross-functional teams. Partner with internal stakeholders to enhance and compliment Services Strategies.
Act as the single point of contact for all project activities, schedule, and status. Ensuring proper communication on project deliverables as appropriate up through executive management levels within the organization.
Enabling the sharing of best practices across a global Services team. Foster an environment of collaboration, trust, and accountability for departmental and cross-functional teams.
Perform other related duties as assigned.

Qualifications

Bachelor’s Degree with 10+ years of related experience, or equivalent combination of education and experience
8+ years of experience managing large scale hardware deployment and installation programs
Proven experience leading large, complex deployment initiatives with multi million dollar operating budgets
Demonstrated expertise managing large, cross functional deployment teams in geographically distributed environments
Strong working knowledge of the Services industry and installation operations
Demonstrated ability to identify opportunities beyond immediate operational issues and translate them into scalable, value creating installation solutions
Proven experience driving cost out initiatives while maintaining or improving service quality, customer satisfaction, and delivery outcomes
Ability to balance short term execution demands with long term strategic planning and capability development
High degree of professional judgment, integrity, and business maturity in decision making and leadership approach
Demonstrated ability to manage diverse staff effectively while fostering engagement, accountability, and continuous improvement
Results oriented leader who thinks and acts like an owner with an adaptive, entrepreneurial mindset
Extensive experience leading large, complex deployment projects from planning through execution and closeout
Proven ability to build systems, processes, and frameworks to manage deliverables using both internal resources and external partner vendors
Ability to establish predictable cadence, governance, and controls for critical activities, milestones, and roadmap execution
Experience applying process development and project management best practices to drive operational excellence and repeatable results
Strong project management skills with the ability to manage multiple priorities simultaneously in fast paced environments
Dynamic problem solver with strong analytical skills; comfortable challenging assumptions and making decisions with available information
Proven experience developing and implementing end to end procedures that improve installation performance and predictability
Experience supporting pre sales efforts by partnering with Sales teams to communicate the value, scope, and differentiation of installation offerings
Ability to participate in client meetings and on site engagements, presenting installation solutions to customers and executive stakeholders
Proven ability to translate operational and technical installation capabilities into customer relevant value propositions
Experience developing and delivering training and enablement materials to educate Sales teams on installation offerings, processes, and value drivers
Ability to achieve goals through influence, partnership, and strong working relationships with executive leadership, peers, vendors, and clients
Demonstrated consulting skills, including the ability to assess customer needs, identify gaps, and recommend effective installation solutions
Passion for client success, ensuring responsiveness, follow through, and continuous improvement in service delivery
Ability to effectively communicate complex issues to clients, executive leadership, and all employee levels
Excellent verbal and written communication, presentation, and listening skills; ability to articulate both detail and big picture context
Strong analytical skills with a data driven approach to performance management and decision making
Proficient in Microsoft Project, Excel, Visio, PowerPoint, and Quickbase