Director, Professional Services - EMEA - London

Role Overview:

The Director is an executive leader responsible for the strategic health and financial performance of the EMEA Services organisation, delivering high-quality professional services that drive customer success with Neo4j. Reporting to the Global VP of Professional Services, you will oversee a multi-layered organisation, providing direction to hands-on Sub-Regional Managers who oversee the day-to-day regional delivery and technical execution of projects and regional staff (Consulting Engineers and Engagement Managers).

Your mission is to build the "Graph Consulting Engine" of the future. You will focus on high-level resource strategy, regional margin optimisation, and fostering a culture of excellence across EMEA. You are managing the business unit that ensures our enterprise customers successfully transition to a relationship-first data paradigm on the cutting edge of Generative AI.

This role balances team leadership, cross-departmental alliance building and strategic customer relationship management to ensure exceptional outcomes and customer satisfaction. Working closely with sales teams and cross-functional stakeholders, the Director plays a pivotal role in the company's growth through service excellence and customer success.

Key Responsibilities:

Organizational Leadership & Strategy:

• Direct and mentor a team of Sub-Regional Managers, ensuring consistent delivery standards across the hemisphere.
• Define the long-term regional roadmap for services, aligning headcount growth with Services bookings forecasts and emerging graph use cases (e.g., Knowledge Graphs for GenAI, COEs, etc.).
• Drive regional "Service Productisation," working with Regional Managers to turn bespoke service engagements into repeatable, scalable service packages.  
• Partner with Product and Engineering to turn bespoke graph solutions into repeatable, scalable service offerings.

Financial & Operational Governance:

• Total P&L accountability for the  EMEA region, including revenue attainment, gross margin targets, and organisational utilisation.
• Regional Revenue Attainment: Achieve or exceed quarterly and annual Professional Services revenue targets for EMEA
• Gross Margin %: Maintain regional delivery margins by balancing internal headcount costs against billable rates and third-party partner usage.
• Services Attach Rate: Increase the percentage of software deals that include a strategic services component (Discovery, Architecture, or Implementation).
• Govern regional capacity planning to ensure Sub-Regional Managers have the headcount and skills (e.g., Cypher, Data Modelling, Agentic Frameworks) to meet demand.
• Billable Utilisation (Regional Average): Maintain an optimal blended utilisation rate across all sub-regions, ensuring the team is productive without risking burnout.
• Backlog Conversion Velocity: Monitor the speed at which "Sold" services are converted into "Recognised Revenue" by ensuring Sub-Regional Managers kick off projects promptly.
• Forecasting Accuracy: Maintain high precision in 90-day revenue and resource forecasting to inform global hiring and capacity decisions.
• Customer & Platform Impact:
• Time-to-Value (TTV): Shorten the window between contract signature and the customer’s first successful "Graph Query" or production use case.
• Customer Satisfaction (CSAT/NPS): Achieve target scores for post-engagement surveys, ensuring high-quality delivery across all sub-regional teams.
• Renewal & Expansion Rate: Collaborate with Sales/Account Teams to ensure services-led accounts show higher platform retention and expansion into new graph use cases.
• Organizational Scaling & Talent:
• Leadership Development: Success in coaching and promoting high-potential individual contributors into management or "Principal Consultant" tracks.
• Partner Leverage Ratio: Increase the percentage of delivery hours handled by certified Graph Partners to allow internal teams to focus on the most complex, high-margin advisory work.
• Employee Retention & Engagement: Maintain low voluntary attrition rates across EMEA Services organisation through effective culture-building and career pathing.
• Risk Management:
• Oversee regional risk management, acting as the final territory executive escalation point for the most complex or high-risk commercial engagements.

Cross-Functional & Sales Alignment:

• Partner with the EMEA  Sales VP to integrate services strategy into the "Big Deal" motion, ensuring services are positioned as a strategic accelerator, not just a line item.
• Collaborate with the Partner/Alliances team to build a robust ecosystem of third-party integrators, augmenting internal capacity with certified graph partners.
• Advocate for the "Voice of the Regional Customer" within the global leadership team to influence the platform’s technical roadmap.

Qualifications

10+ years of experience in Professional Services or Management Consulting within the Enterprise Software/Data space.Manager of Managers: At least 5 years of experience leading a multi-layered organisation with direct responsibility for subordinate people managers. Proven success managing a $5-10M+ P&L in a high-growth SaaS or Database environment.High-level fluency in the Graph Database landscape (NoSQL, RDF, Property Graphs) and an understanding of how graph technology solves enterprise-scale data silos.Experience navigating the complexities of regional expansion, specifically the cultural and legal nuances of operating across EMEA. Ability to design organisational structures and processes that scale beyond individual heroics.Ability to drive consensus across Sales, Customer Success, and Product teams to ensure regional goals are met.Data-driven: Proficiency in using PSA and CRM data to identify trends, forecast revenue, and justify headcount investment.Bachelor’s degree in a technical or business field; MBA highly preferred, given the heavy focus on business operations and P&L management.

• Experience working with offshore and nearshore partner models
• Experience creating and leveraging Salesforce/Certinia professional services booking forecasts, resource planners and utilisation reports to analyse regional business.
• Experience with Gong and Tableau Reporting tools preferred.