## About the Role

This director-level role is responsible for growing services attach, adoption, and recurring revenue across NWN’s offerings. It focuses on turning services into a consistent, scalable, and sellable discipline across cloud, SaaS, and traditional environments through standardized packaging, pricing clarity, documentation, and a strong attach motion. The role spans the full customer lifecycle, from advise and design through onboarding, adoption, optimization, renewal, and expansion.

The position is built around a Service Delivery Framework that puts people and process first, with the Experience Management Platform (EMP) and data/analytics used as differentiators. It serves as a central alignment point across Offerings, Pre-Sales, Service Delivery, Customer Success, Finance, Sales, and Partners. The role is remote, with duties performed from home or another approved remote location.

## Key Responsibilities

– Define and execute a multi-year services strategy to support growth, competitiveness, and expansion.
– Build a standardized services catalog across offerings, including tiers, SKUs, LOEs, and pricing constructs.
– Create and maintain service documentation such as CSDs, addendums, and operations guides, with clear SLAs and delivery expectations.
– Shape offering capabilities, positioning, roadmaps, and related materials to keep the portfolio aligned with market and customer needs.
– Present offering capabilities and demonstrations internally and externally as needed.
– Partner with Service Delivery and Sales to develop demo environments, enablement tools, and proof points.
– Coordinate with Offerings, Pre-Sales, Service Delivery, Customer Success, Finance, Sales, and Partners.
– Communicate offering performance and roadmap updates to executive and leadership teams.
– Support team development and participate in recruiting top talent.
– Foster strong, professional working relationships and a collaborative team culture.

## Required Skills

– Bachelor’s degree in Arts/Sciences or relevant experience.
– 10+ years of IT experience.
– 10+ years developing business plans, including project scopes, statements of work, bills of materials, service cost estimates, roadmaps, and related documents.
– 10+ years working with cross-functional teams and staff at all levels.
– Exceptional client-facing, internal communication, and interpersonal skills.
– Ability to collect and develop business and technical requirements in a business analyst-type capacity.
– Strong business acumen, including the ability to read financials and make informed decisions.
– Experience leading, managing, and transforming offerings to stay aligned with market and customer needs.
– Fluency in recurring and consumption revenue economics, including ARR and net/gross revenue retention.
– Deep ITIL and ITSM expertise across incident, problem, change, configuration, and service-level management.
– Experience with AI-enabled design and delivery, automation, and cross-platform analytics.
– Ability to travel nationally approximately 25% of the time.
– PMP certification or another technical certification.
– ITIL certification from Foundation through Expert.
– Familiarity with ISO/IEC 20000, COBIT, or SRE/DevOps practices.
– Cloud and FinOps certifications for AWS, Azure, or Google Cloud.

## Cloud Platforms & Technologies

– **Cloud Providers:** AWS, Azure, Google Cloud
– **Cloud Models & Environments:** cloud, SaaS, as-a-service, hybrid, multi-cloud, migration/modernization, SaaS lifecycle, entitlement management
– **FinOps & Revenue Concepts:** cloud cost optimization, FinOps, ARR, net revenue retention, gross revenue retention
– **Service Management & Frameworks:** ITIL, ITSM, ISO/IEC 20000, COBIT, SRE/DevOps
– **Platforms & Analytics:** Experience Management Platform (EMP), data/analytics, cross-platform analytics, AI-enabled design and delivery, automation

## FinOps Responsibilities

– Apply cloud cost optimization principles to services and offerings.
– Use offering financials to support informed decision-making.
– Support recurring and consumption-based revenue models, including ARR and retention metrics.
– Contribute to the generation and recognition of offering revenue.
– Review offering performance through a financial lens and communicate updates to leadership.

## Benefits

– Medical, dental, and vision coverage
– HSA and FSA options
– Disability and life insurance
– 401(k) with company match
– Unlimited PTO and paid company holidays
– Remote and hybrid work options
– Paid bonding leave for eligible employees
– Employee discounts and EAP access
– Accident, critical illness, long-term care, and hospital indemnity coverage
– Legal and identity theft protection
– Pet insurance
– Supplemental life insurance
– Referral bonuses
– Charitable donation matching
– Allowances for eligible roles

## Useful Links

– Company Website: NWN.ai

## Why You Might Be Interested

This role offers the opportunity to shape a services portfolio that spans the full customer lifecycle across cloud, SaaS, and traditional environments. It combines portfolio strategy, service standardization, financial discipline, and cross-functional leadership in one position. Candidates with experience in cloud economics, ITSM, and recurring-revenue models may find the scope especially relevant. The remote setup and approximately 25% national travel add flexibility while still keeping the role closely connected to stakeholders across the business.