Director of Installation Services

Position Summary

The Director of Installation Services is responsible for leading the strategy, execution, and continuous improvement of Installation Services across the Americas. This role owns the successful delivery of large‑scale, complex installation and deployment programs, ensuring predictable execution, client satisfaction, financial performance, and alignment with broader Services and enterprise objectives. The Director provides strategic and operational leadership for installation programs spanning capital equipment, enterprise software, and system integration engagements. This includes establishing delivery frameworks, governance, and performance metrics to ensure projects are executed on time, within budget, and at expected quality levels, while meeting revenue, margin, and cost‑to‑serve targets. 

The role leads and develops managers and project leaders responsible for client delivery and serves as a senior escalation point for complex delivery challenges, competing priorities, and cross‑functional dependencies. The Director builds alignment across Sales, Maintenance Services, IT, Supply Chain, Finance, and external partners to drive consistent outcomes through a matrixed operating environment. The Director manages a complex ecosystem of internal resources and external vendors, working closely with Procurement to identify, vet, contract, and govern partner performance. This role is accountable for delivery capacity planning, labor forecasting, budget management, cost optimization initiatives, and financial forecasting, including coordination of client billing and revenue recognition.

In addition to delivery ownership, the Director plays an active role in pre‑sales support and client engagement, partnering with Sales to communicate the value and differentiation of Installation Services offerings. This includes participating in customer meetings and on‑site engagements, supporting deal shaping, and enabling Sales teams through training on installation capabilities, scope, and value propositions.

The Director develops and manages key performance indicators to monitor operational health, financial performance, customer outcomes, and continuous improvement initiatives. Working closely with Maintenance Services and Services leadership, the Director contributes to the long‑term vision and strategic roadmap for Installation Services, balancing near‑term execution with scalable, future‑ready capabilities.

Key Responsibilities

• Delivery - Oversees portfolio of programs and projects delivering on all program/project commitments from concept to production. Responsible for project scope, schedule and budget. Ensures projects are completed according to agreed upon plan. Ensures that billable projects remain on schedule and within budget. Manages overall Installation Services organization financials and project profitability including resource scheduling, revenue forecasting per project, billing reconciliations, expense reports and time approval for project work, etc. Exercises risk and issue management.
• Process/Tools - Develops, maintains and enforces methodologies, standards, governance, and tools in order to achieve the clients' operational and financial and project quality goals.
• KPIs - Responsible for setting clear objectives, KPIs for the projects/practice and clearly communicating results to the business on a regular cadence. (examples include project/portfolio financials, utilization, contract management)
• Sales - Collaborates with services sales and account managers in pre-sales activities such as project sizing and cost estimates, bid reviews and contract reviews.
• Reporting - Delivering overall messaging of status/issues to key internal/external partners and clients. Provide project/account dashboard; execution QA report; top project/account risks & issues (common issues).
• Staffing - Manages and recommends allocation and integration of project resources to meet commitments and objectives; optimizes resource/practice billable utilization; forecasts resource/skill supply/demand.
• Professional Development - Through hiring and training improve overall project/program management skills and experience.
• Collaborate with Internal Sr. Leadership, TTEC Executive Leadership and other internal Business leaders to plan, develop and execute the Installation Services strategy in concert with multiple cross-functional teams. Partner with internal stakeholders to enhance and compliment Services Strategies.
• Act as the single point of contact for all project activities, schedule, and status. Ensuring proper communication on project deliverables as appropriate up through executive management levels within the organization.
• Enabling the sharing of best practices across a global Services team. Foster an environment of collaboration, trust, and accountability for departmental and cross-functional teams.
• Perform other related duties as assigned.

Qualifications

• Bachelor’s Degree with 10+ years of related experience, or equivalent combination of education and experience
• 8+ years of experience managing large scale hardware deployment and installation programs
• Proven experience leading large, complex deployment initiatives with multi million dollar operating budgets
• Demonstrated expertise managing large, cross functional deployment teams in geographically distributed environments
• Strong working knowledge of the Services industry and installation operations
• Demonstrated ability to identify opportunities beyond immediate operational issues and translate them into scalable, value creating installation solutions
• Proven experience driving cost out initiatives while maintaining or improving service quality, customer satisfaction, and delivery outcomes
• Ability to balance short term execution demands with long term strategic planning and capability development
• High degree of professional judgment, integrity, and business maturity in decision making and leadership approach
• Demonstrated ability to manage diverse staff effectively while fostering engagement, accountability, and continuous improvement
• Results oriented leader who thinks and acts like an owner with an adaptive, entrepreneurial mindset
• Extensive experience leading large, complex deployment projects from planning through execution and closeout
• Proven ability to build systems, processes, and frameworks to manage deliverables using both internal resources and external partner vendors
• Ability to establish predictable cadence, governance, and controls for critical activities, milestones, and roadmap execution
• Experience applying process development and project management best practices to drive operational excellence and repeatable results
• Strong project management skills with the ability to manage multiple priorities simultaneously in fast paced environments
• Dynamic problem solver with strong analytical skills; comfortable challenging assumptions and making decisions with available information
• Proven experience developing and implementing end to end procedures that improve installation performance and predictability
• Experience supporting pre sales efforts by partnering with Sales teams to communicate the value, scope, and differentiation of installation offerings
• Ability to participate in client meetings and on site engagements, presenting installation solutions to customers and executive stakeholders
• Proven ability to translate operational and technical installation capabilities into customer relevant value propositions
• Experience developing and delivering training and enablement materials to educate Sales teams on installation offerings, processes, and value drivers
• Ability to achieve goals through influence, partnership, and strong working relationships with executive leadership, peers, vendors, and clients
• Demonstrated consulting skills, including the ability to assess customer needs, identify gaps, and recommend effective installation solutions
• Passion for client success, ensuring responsiveness, follow through, and continuous improvement in service delivery
• Ability to effectively communicate complex issues to clients, executive leadership, and all employee levels
• Excellent verbal and written communication, presentation, and listening skills; ability to articulate both detail and big picture context
• Strong analytical skills with a data driven approach to performance management and decision making
• Proficient in Microsoft Project, Excel, Visio, PowerPoint, and Quickbase

About the Company

Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands.  Have you ever been in a hurry and made use of the self-checkout at Lowe’s Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ’s, or Costco?  These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader. 

The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let’s get together to drive the new economy. 

Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Pre-tax spending accounts
• 401(k) plan (with company match)
• Company provided life insurance 
• Pet insurance
• Employee discounts
• Generous paid holiday schedule, paid vacation & sick/personal days  

EEO

Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email [email protected] to request an accommodation.

DIVERSITY, EQUITY & INCLUSION

We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore, we’re committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency).  We’re passionate about our customers the retail industry and becoming a more responsible company as we help create a brighter future.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)