Director, Service Enablement

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.

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