Practice Director, Professional Services

DescriptionTyler 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.ResponsibilitiesDevelop and execute comprehensive implementation strategies aligned with Tyler's corporate objectives and client success initiativesOversee P&L responsibility for implementation services practice, ensuring achievement of revenue, margin, and profitability targetsDevelop and manage annual budgets, forecasts, and resource planning processesManage 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 standardsEstablish and monitor key performance indicators (KPIs) to measure operational effectiveness and client outcomesBuild and maintain C-level relationships with key clients, ensuring alignment between client objectives and Tyler's service deliveryProvide executive oversight for Tyler's most complex and strategic implementation projects. Serve as primary executive sponsor for Tyler's most strategic and complex client implementationsMonitor project health, resource utilization, and delivery timelines across the entire implementation portfolioImplement risk management frameworks to proactively identify and mitigate project and client risksDrive innovation in service delivery models to enhance client experience and operational efficiencyBuild and maintain C-level relationships with key clients, ensuring alignment between client objectives and Tyler's service deliveryProvide executive oversight for Tyler's most complex and strategic implementation projects. Serve as primary executive sponsor for Tyler's most strategic and complex client implementationsLead client escalation resolution processes, working collaboratively to address challenges and exceed expectationsIdentify and pursue expansion opportunities within existing client base through strategic relationship managementEstablish and maintain strategic partnerships with key stakeholders across the organizationFoster a collaborative, results-driven culture that prioritizes client success and employee engagementDrive change management initiatives to support organizational growth and service delivery improvementsSupport Sales effort, collaborate in RFP responses processes, and participate in contract negotiation for large, complex government contractsLead contract negotiations and pricing strategies for complex, multi-year implementation engagementsQualificationsBachelor’s degree in business administration, Information Technology, Engineering, or related fieldMinimum 5 years of progressive leadership experience in professional services, implementation services, or technology consultingExperience working with government clients and understanding of public sector procurement processesDemonstrated success managing strategic client relationships and complex, multi-million dollar engagementsExperience with P&L management, budget development, and financial performance optimizationDeep understanding of software implementation methodologies, project management principles, and professional services operationsExceptional written and verbal communication skills with ability to present to C-level executives and large audiencesExperience handling customer escalations and complex contract environments.Preferred QualificationsExperience with jail management systems, corrections software, or adjacent public safety solutions.MBA or advanced degree in relevant field5+ years of experience in government technology, implementations, or public sector consultingPMP, PMI, or equivalent project management certification; Six Sigma or operational excellence certificationTechnical background with understanding of enterprise software architecture and integrationExperience managing geographically distributed teams and client relationshipsProven experience leading organizational transformation and change management initiatives