Practice Director, Professional Services

Description

Tyler is seeking an experienced and results-driven Practice Director to lead our Correction Solutions Professional Services practice. As a senior leader within Professional Services, the Practice Director will oversee a portfolio of projects, lead cross-functional teams, and act as a key escalation point for customers and internal stakeholders. This strategic leadership role is instrumental in driving Tyler's commitment to helping local governments work smarter and connect communities through innovative technology solutions.

As a key member of Tyler's Professional Services leadership team, this position combines strategic vision with operational excellence, leading cross-functional teams to deliver transformational technology solutions that modernize government operations and improve citizen services. The role requires a dynamic leader who can balance client advocacy with business objectives while fostering a culture of innovation, accountability, and continuous improvement.

The ideal candidate brings a blend of public sector domain knowledge, SaaS implementation experience, and strong business acumen.

Responsibilities

• Develop and execute comprehensive implementation strategies aligned with Tyler's corporate objectives and client success initiatives
• Oversee P&L responsibility for implementation services practice, ensuring achievement of revenue, margin, and profitability targets
• Develop and manage annual budgets, forecasts, and resource planning processes
• Manage and optimize revenue hours (billable utilization) across the practice.
• Forecast revenue, monitor margins, and take corrective actions as needed to meet financial targets.
• Implement cost optimization strategies while maintaining service quality and client satisfaction standards
• Establish and monitor key performance indicators (KPIs) to measure operational effectiveness and client outcomes
• Build and maintain C-level relationships with key clients, ensuring alignment between client objectives and Tyler's service delivery
• Provide executive oversight for Tyler's most complex and strategic implementation projects. Serve as primary executive sponsor for Tyler's most strategic and complex client implementations
• Monitor project health, resource utilization, and delivery timelines across the entire implementation portfolio
• Implement risk management frameworks to proactively identify and mitigate project and client risks
• Drive innovation in service delivery models to enhance client experience and operational efficiency
• Build and maintain C-level relationships with key clients, ensuring alignment between client objectives and Tyler's service delivery
• Provide executive oversight for Tyler's most complex and strategic implementation projects. Serve as primary executive sponsor for Tyler's most strategic and complex client implementations
• Lead client escalation resolution processes, working collaboratively to address challenges and exceed expectations
• Identify and pursue expansion opportunities within existing client base through strategic relationship management
• Establish and maintain strategic partnerships with key stakeholders across the organization
• Foster a collaborative, results-driven culture that prioritizes client success and employee engagement
• Drive change management initiatives to support organizational growth and service delivery improvements
• Support Sales effort, collaborate in RFP responses processes, and participate in contract negotiation for large, complex government contracts
• Lead contract negotiations and pricing strategies for complex, multi-year implementation engagements

Qualifications

• Bachelors degree in business administration, Information Technology, Engineering, or related field
• Minimum 5 years of progressive leadership experience in professional services, implementation services, or technology consulting
• Experience working with government clients and understanding of public sector procurement processes
• Demonstrated success managing strategic client relationships and complex, multi-million dollar engagements
• Experience with P&L management, budget development, and financial performance optimization
• Deep understanding of software implementation methodologies, project management principles, and professional services operations
• Exceptional written and verbal communication skills with ability to present to C-level executives and large audiences
• Experience handling customer escalations and complex contract environments.

Preferred Qualifications

• Experience with jail management systems, corrections software, or adjacent public safety solutions.
• MBA or advanced degree in relevant field
• 5+ years of experience in government technology, implementations, or public sector consulting
• PMP, PMI, or equivalent project management certification; Six Sigma or operational excellence certification
• Technical background with understanding of enterprise software architecture and integration
• Experience managing geographically distributed teams and client relationships
• Proven experience leading organizational transformation and change management initiatives