Senior Director Business Transformation, Field Services

Description

Position Summary

Forgent is building a scalable, high-performance services organization to support continued growth across its businesses. We are seeking a Director of Business Transformation to lead the execution of critical transformation initiatives that improve how we operate, deliver services, and serve customers.

The Director of Business Transformation will own and drive Forgent’s business and services transformation initiatives, focusing on process standardization, system enablement, performance visibility, and change adoption.

This role does not manage day to day operations. Instead, it ensures the organization changes how it works while the business keeps moving. You will partner closely with Operations, Sales, Engineering, IT, Finance, and HR to design, implement, and embed improvements across the company.

Key Responsibilities

Transformation Program Leadership

• Own end to end delivery of business transformation initiatives, from definition through implementation and adoption.

• Translate leadership priorities into clear initiatives, timelines, owners, and measurable outcomes.

• Track progress, risks, and dependencies; keep initiatives moving forward.

Process Design & Standardization

• Lead end to end process design and improvement efforts, particularly within service based and operational workflows.

• Facilitate value stream mapping and working sessions to identify inefficiencies and gaps.

• Develop and implement practical, scalable SOPs, workflows, RACI models, and handoff standards.

Change Management & Adoption

• Lead the people side of change by ensuring new processes and tools are understood and consistently used.

• Develop and deliver training materials, communications, and rollout plans.

• Work directly with functional leaders to address resistance and execution challenges.

Tools & Systems Enablement

• Collaborate with services functional leaders to translate value stream processes into functional specifications for enterprise field service software platforms

• Coordinate business led implementation and enhancement of ERP, CRM, field service, and knowledge management tools.

• Partner with IT to ensure systems support real world workflows, not workarounds.

• Drive adoption through aligned processes, training, and follow through.

Governance & Visibility

• Define KPIs that align to business and service outcomes.

• Establish dashboards and reporting that provide actionable performance insight.

• Ensure metrics reinforce accountability and continuous improvement.

• Assist team in the adoption of structured governance practices

Cross Functional Coordination

• Act as a neutral facilitator across Operations, Sales, Engineering, Manufacturing, Finance, HR, and IT.

• Resolve misalignment between teams that slows execution or impacts customer experience.

• Ensure transformation initiatives remain grounded in operational reality.

Required Qualifications

• Bachelor’s degree in Business, Operations, Engineering, or a related field.

• 12+ years of experience in business transformation, operational excellence, process improvement, or program leadership.

• Proven ability to lead large, cross functional initiatives in active operational environments.

• Strong experience with business process design, KPI development, and enterprise systems (ERP, CRM, FSM).

• Demonstrated success driving change through influence and execution, not authority alone.

Skills & Competencies

• Experience in services, industrial, manufacturing, or technical service environments.

• Background working closely with operations or field based organizations.

• Experience scaling immature or decentralized processes.

• Lean, Six Sigma, PMP, or similar certifications.

• Execution focused and outcomes driven

• Comfortable operating in ambiguity

• Able to drive alignment without bureaucracy

• Strong communicator with frontline and executive teams

• Willing to be in the details to make change real

Performance Metrics

• Process implementation KPIs

• Service KPI’s 

Reporting Structure

· Reports To: Vice President of Service

Location & Travel

• Travel required (20–30%) to Forgent offices.