ESM Practice Director, North America

About the role

You will define and execute the regional Enterprise Service Management strategy for North America, ensuring strict alignment with the global vision established by executive leadership. You own the end-to-end performance of the ESM Practice, acting as the primary architect responsible for translating the global value proposition into tangible client results. You will manage, mentor, and develop a team of senior consultants, driving both capability building and talent retention within the practice. This role requires you to lead the commercial strategy, owning the regional Profit and Loss while identifying and capturing sustainable growth opportunities. You will oversee the implementation of complex ESM initiatives, ensuring every engagement adheres to project parameters and exceeds client expectations. A critical part of your position involves guiding the solution design during the sales phase and structuring agreements that protect value and clarify scope. You will be accountable for the continuous evolution of the ESM solution catalog, leveraging deployment data to refine products and ensure market relevance. Collaboration is central to your success, requiring close partnership with Sales, Delivery, and Marketing to ensure go-to-market execution is seamless, cohesive, and effective.

Key facts

What you'll do

Drive the definition and execution of the Enterprise Service Management strategy across the North American region to achieve ambitious commercial targets.

Own the end-to-end performance and profitability of the ESM Practice, taking full accountability for the regional P&L and sustainable growth.

Manage a team of senior consultants, providing direction, mentorship, and performance feedback to elevate capability and retention.

Lead the identification of new growth opportunities and translate global value propositions into compelling narratives for specific enterprise clients.

Oversee the implementation of complex ESM initiatives, ensuring delivery meets client expectations and adheres to strict project parameters.

Provide commercial leadership during the sales phase, structuring agreements and solution design to align with client needs and company objectives.

Champion the continuous evolution of the ESM solution catalog, managing the product lifecycle and using deployment data to drive refinement.

Act as the primary point of contact for strategic partners regarding ESM matters, ensuring clear communication and alignment across internal departments.

Collaborate closely with Sales, Delivery, and Marketing teams to ensure seamless go-to-market execution and cohesive messaging.

Leverage extensive expertise in Enterprise Service Management principles, particularly within the Atlassian ecosystem, to advise on best practices and implementation challenges.

Fluent in English to communicate effectively with clients and stakeholders, adapting your style to diverse cultural contexts and executive audiences.

Utilize data from live deployments to continuously iterate on product offerings and enhance the value delivered to the market.

Act as the internal leader responsible for talent acquisition, development, and retention within the North American ESM practice.

Ensure all activities and client engagements adhere to the high standards of quality and professionalism that define the Valiantys brand.

Requirements

You must possess a minimum of ten years of experience managing teams and client engagements in a professional services setting.

A deep understanding of Enterprise Service Management principles is essential for discussing implementation challenges and best practices with authority.

Familiarity with the Atlassian stack, particularly Jira Service Management, is a significant asset for engaging with technical stakeholders.

You must be fluent in English to communicate effectively with clients and stakeholders across North America.

Your communication style should be clear, persuasive, and adaptable to different cultural contexts and executive decision-makers.

You are expected to reside in or be capable of working remotely from a location within North America.

You must be available to travel to support key clients or participate in industry events as required by the role.

You must thrive in a standard business environment, operating during standard business hours while managing urgent priorities with flexibility.

You must be authorized to work in the country where you will perform the duties without sponsorship, or be a citizen of the country where the position is based.

Practical notes

Compensation is specified as $180,000 USD annually.

Travel may be required to support key clients or participate in industry events.

The role operates during standard business hours, with flexibility to manage urgent priorities.

Application is open to leaders who thrive on turning complex strategies into actionable plans.