Director Customer Leadership / Professional Services

Our Company 

As one of the world’s most innovative software companies whose products touch billions of people around the world, Adobe empowers everyone, everywhere to imagine, create, and bring any digital experience to life. From creators and students to small businesses, global enterprises, and nonprofit organizations — customers choose Adobe products to ideate, collaborate, be more productive, drive business growth, and build remarkable experiences.  

Our 30,000+ employees worldwide are creating the future and raising the bar as we drive the next decade of growth. We’re on a mission to hire the very best and believe in creating a company culture where all employees are empowered to make an impact. At Adobe, we believe that great ideas can come from anywhere in the organization. The next big idea could be yours.  

The Opportunity 

Adobe Customer Solutions (ACS) is Adobe’s services and delivery organisation, partnering with customers to implement, optimise, and realise value from Adobe solutions. ACS combines strategic advisory, technical expertise, and ongoing delivery to accelerate customer success and drive long-term business impact. 

The Director, Customer Delivery is responsible for managing Professional Services (PS) delivery for a designated region in EMEA (Western, UKI, or Central). This role is part of the regional ACS Delivery LT and ensures business growth is achieved through strategic leadership, operational excellence, customer satisfaction, and delivery governance. Acting as the regional focal point, the Director, Customer Delivery drives revenue and margin performance, resource planning, and fosters a strong community culture among consultants. The role combines delivery oversight, executive customer engagement, and team leadership to accelerate customer success and Adobe’s business objectives. 

Success in this role means driving strong regional performance by translating strategy into disciplined delivery execution that achieves revenue and margin targets while maintaining high customer satisfaction. You build and lead a high-performing team, ensuring effective resource planning, delivery governance, and executive customer engagement that accelerates customer outcomes. Through clear accountability, operational excellence, and a strong community culture, you enable sustainable business growth and position the region as a trusted partner in advancing Adobe’s and ACS’s growth and impact. 

Regional Delivery Leadership 

• Direct PS Delivery for a region in EMEA (Western, UKI, or Central), guaranteeing smooth fulfillment of all engagements and consistent standards and consistent delivery of strong results QoQ. Collaborate with practice leads to uncover skill capacity gaps and potential growth areas. 

• Manage a team of Engagement Managers and Project Managers in offering outstanding customer experiences throughout our portfolio. 

• Build and lead an inclusive and high performing team, through clear expectation setting and accountability metrics. Provide consistent coaching, candid feedback and growth opportunities.  

• Provide dotted-line leadership to our consultant force, fostering a regional community and ensuring services are delivered exceptionally. 

• Advocate for sufficient resources in the country or sub-region to meet demand. Ensure appropriate location, language, and cultural alignment. Support efficient resourcing across EMEA. 

• Serve as the main executive liaison for customers and internal Adobe stakeholders in the region, supporting important deals and projects and ensuring alignment with Adobe’s strategic goals. 

• Be the focal point for customer executive alignment, including participation in governance forums such as Steering Committees and Executive Sponsor meetings. 

• Drive consistent governance and operational rigor across all projects and workstreams. 

Operational Excellence 

• Accountable for regional revenue and project margin, backlog burn, and resource mix optimization. 

• Monitor regional performance metrics, identify areas of improvement, and implement corrective actions to achieve business targets. 

• Partner with Sales and Resource Management teams to forecast demand and accelerate project starts. 

• Work closely with practice leads to guarantee alignment with delivery excellence standards and offer consistent feedback. 

Customer Engagement & Growth 

• Develop and maintain executive-level relationships with strategic customers, acting as a trusted advisor and point of contact for blocking issues. 

• Lead the team to identify and build new services opportunities, facilitate contract extensions, and drive renewals based on a deep understanding of customer objectives. 

• Communicate insights and recommendations to internal and customer senior leaders, influencing strategic decisions and encouraging long-term partnerships. 

Community Leadership 

• Function as the regional community leader, delivering dotted-line oversight for consultants in the region. 

• Bring people together virtually and in person to strengthen team spirit and build a high-performing regional team culture. 

• Promote collaboration, information exchange, and continuous improvement across the regional delivery organization.  

Critical metrics  

• Revenue 

• Project margin 

• Bookings/renewals/extensions 

• Customer Satisfaction 

• Adobe Employee Survey results at regional level 

Key Attributes for Success 

• Significant experience in Professional Services delivery or consulting, preferably in SaaS or enterprise software. 

• Strategic & Commercial Acumen: Ability to align regional delivery to business strategy, balancing growth, margin, and customer value. Proven track record in managing delivery operations, revenue performance, and customer relationships. 

• Operational Excellence: Strong governance, forecasting, and resource planning capabilities to ensure predictable, high-quality delivery. 

• Executive Presence: Credible and confident engagement with senior customer stakeholders and internal leadership. 

• People Leadership: Proven ability to build, develop, and retain high-performing teams while fostering an inclusive, collaborative culture. 

• Decision-Making & Accountability: Makes timely, data-informed decisions and drives clear ownership of outcomes. 

• Customer-Centric Mindset: Deep commitment to delivering measurable customer success and long-term partnership value. 

• Willingness to travel up to 20% of time