Director, Shared Consulting Services

At Isos Technology, we’re looking for a strategic, people centered senior leader to own the performance, health, and evolution of our shared consulting organization. In this role, you’ll help ensure every client engagement is delivered with precision, predictability, and a strong focus on meaningful client outcomes, not just internal metrics. 

This leader is accountable for the operational and people performance of our 80+ consultants, ensuring they are effectively deployed, highly engaged, and continuously developing, while achieving the utilization, margin, and scalability required to run a high-performing professional services business.

Success in this role requires a disciplined, metrics-driven operator and strong people leader who drives business outcomes (utilization, margin, predictability) while fostering a high-accountability culture that supports engagement, retention, and development.  This role is responsible for streamlining professional services delivery by embedding AI-enabled ways of working to improve efficiency, predictability, delivery performance, and accelerate client time-to-value creation.

Responsibilities:

5-Star Client Experience

• Ensure all client engagements consistently meet or exceed Isos’ 5-Star experience standards in partnership with Practice leaders
• Maintain clear visibility into how client value is delivered and perceived, reinforcing trust and long-term partnership
• Proactively identify delivery risks and intervene early to protect client outcomes
• Partner with Client Success, Sales, Project Management, and Practices to align expectations, improve delivery, and remove friction across teams
• Foster a consulting culture rooted in accountability, transparency, collaboration, and continuous growth

Consulting Organization Leadership

• Lead the overall health and performance of the shared consulting organization, ensuring consultants are engaged, supported, and set up for success
• Drive workforce planning, staffing, and capacity management to align talent with pipeline demand and business objectives
• Establish strong forecasting practices to inform hiring decisions and optimize utilization
• Manage deployment strategies, including bench and contractor usage, to maximize existing talent before external hiring
• Build alignment and accountability across the organization while addressing performance and operational challenges with sound judgment
• Empower Team Leads to drive performance, uphold delivery standards, and cultivate a high engagement team environment

Operational Performance & Financial Management

• Own and manage key delivery metrics, including utilization, margin, delivery performance, retention, and client satisfaction
• Establish and manage the Shared Consulting Services budget, ensuring financial discipline and accountability
• Implement systems that provide clear, actionable visibility into capacity and utilization risks
• Translate data into insights that drive measurable performance improvements
• Develop dynamic forecasting to scale responsibly with changing client demand
• Provide regular executive reporting on delivery performance, capacity, and operational risks

Consultant Development & Engagement

• Build a deep understanding of consultant skills, strengths, and career goals to align talent with client needs and organizational priorities
• Develop and support career paths, skills development, and leadership coaching to strengthen capabilities across the team
• Identify skill gaps and proactively create development plans, training, and stretch opportunities
• Anticipate and address retention risks while maintaining high performance standards
• Strengthen onboarding and ramp processes to accelerate time to productivity and long-term success
• Drive initiatives that enhance recognition, engagement, team cohesion, and continuous growth

Delivery Excellence & Continuous Improvement

• Evolve delivery processes, tools, and standards to improve scalability, predictability, and consistency
• Identify systemic gaps and implement improvements to strengthen delivery performance
• Drive adoption of best practices across teams
• Embed AI-enabled ways of working to improve efficiency, forecasting accuracy, and scalability
• Leverage emerging technologies to enhance client experience and accelerate time to value
• Advance overall delivery maturity in alignment with Isos’ strategic goals

Required Experience

• 8+ years of experience in professional services or consulting, with emphasis on leadership and delivery excellence
• Demonstrated success leading high-performing teams and managing to key operational and business metrics
• Experience leading and scaling large, distributed teams in a dynamic, client-focused environment
• Strong understanding of project delivery models and the operational dynamics of a services-based organization
• Proven ability to balance rigorous, metrics-driven operational leadership with building and developing high-performing, engaged teams.
• Strong client-outcome orientation with the ability to connect service delivery to measurable customer value and experience.
• Experience modernizing service delivery, including applying AI and emerging technologies to improve efficiency, scalability, and predictability.
• Hands-on leadership style with a track record of fostering accountability, ownership, and follow-through across teams.
• Demonstrated ability to influence and collaborate cross-functionally (e.g., Sales, Delivery, Partners, Operations) without relying on formal authority.
• Comfortable operating in ambiguous, evolving environments, with strong business acumen, customer-first mindset, and familiarity with collaboration/work management tools (e.g., Atlassian or similar).

About Isos Technology

Isos Technology partners with organizations to streamline, optimize, and modernize the way they work. As an Atlassian Platinum Solution Partner, our solutions combine Atlassian technology, industry expertise, and operational best practices to drive impactful business outcomes for clients. Clients trust our experience in service management, cloud upgrades, enterprise strategy and planning, AI adoption, and support services to create lasting value. Founded in 2005, Isos has helped thousands of commercial and public sector clients transform how they work and unlock the full potential of their organization.

This position is primarily a work-from-home position, and we consider applicants throughout the United States. We support pay transparency, and the base compensation range for this position is between $160k to $180k. This position is eligible for base salary, bonus, and other incentives, plus a suite of employee benefits, paid time off, and a 401(k) plan with an employer contribution. Actual compensation can vary based on qualifications, experience, additional incentive opportunities, and geographic pay differentials.

Isos Technology is an Equal Opportunity Employer. We do not discriminate on the basis of race, sex, sexual orientation, gender identity, religion, national origin, color, age, physical or mental disability, spousal affiliation, marital status, a serious medical condition, genetic information, veteran status or any other basis prohibited by federal, state, or local law. Candidates must be willing to participate in and successfully pass a background check and pre-employment drug testing and be authorized to work in the United States. Isos Technology is also an E-Verify participating employer.

E-Verify Participation Notice:

https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

E-Verify Right to Work:

https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf