We are seeking a Head of Professional Services to lead and optimise the company’s professional services and service delivery functions. Reporting directly to the Chief Operating Officer (COO), you will be responsible for ensuring that our bespoke and partnership service offerings meet customer demands, are fit for purpose, and deliver excellence. This role has a strong focus on project and programme management, ensuring that customer engagements are effectively planned, resourced, and delivered to the highest standards.
As a key leadership role, you will oversee both the professional services and service delivery areas, ensuring seamless execution of client projects, continuous improvement in service methodologies, and maintaining strong customer engagement and project governance.
Key Responsibilities:
1. Strategic Leadership of Professional Services & Service Delivery:
Define and execute the professional services and service delivery strategy to support business growth and customer success.
Ensure service offerings remain fit for purpose and aligned with evolving market demands.
Drive continuous improvement in service design, project execution, and delivery methodologies.
2. Bespoke & Partnership Offerings:
Lead the development and execution of bespoke service engagements, ensuring customers have access to bespoke solutions that meet their individual needs.
Manage partnerships to enhance service capabilities and drive additional value for clients.
Work with the commercial team to refine professional services offerings that align with business objectives and client needs.
3. Project, Programme & Service Delivery Management:
Establish and maintain best-in-class project and programme management practices across all professional services engagements.
Oversee governance structures to ensure project risk, timeline, budget, and quality are effectively managed.
Implement frameworks to ensure consistency, predictability, and excellence in project execution and service delivery.
4. Customer Success & Relationship Management:
Act as a strategic partner to enterprise clients, ensuring professional services deliver measurable business value.
Work closely with clients to define project scope, objectives, and success criteria.
Ensure high levels of customer satisfaction and drive continuous improvement based on client feedback.
5. Collaboration & Cross-Functional Integration:
Work closely with the COO and CCO to ensure commercial viability and strategic alignment of service offerings.
Collaborate with internal technical teams, ensuring smooth handovers between sales, delivery, and operational teams.
Ensure alignment with product and engineering teams to enhance service integration.
6. Operational Excellence & Continuous Improvement:
Develop and implement standardised frameworks and processes to drive operational efficiency and service excellence.
Establish key performance indicators (KPIs) to track project delivery and service performance.
Work closely with leadership to ensure service scalability and operational effectiveness.
Develop governance models to manage service risks, project escalations, and compliance requirements.
Ensure all engagements adhere to regulatory standards, security protocols, and contractual commitments.
Proactively identify risks and implement mitigation strategies to protect project success.
The above list is non-exhaustive; you may be required to carry out any ancillary duties in relation to your role, in addition to the abovementioned list.
Requirements:
1. Proven experience in a Head of Professional Services, Head of Service Delivery, Director of Consulting, or equivalent senior leadership role in a technology-driven organisation.
2. Strong background in project and programme management methodologies (e.g., PRINCE2, Agile).
3. Demonstrated success in leading professional services teams and managing enterprise-level client engagements.
4. Expertise in service delivery models, bespoke services, and managing partner-driven service models.
Person Specification:
1. Strong operational mindset with experience optimising service delivery processes.
2. Excellent leadership, stakeholder management, and strategic thinking skills.
3. Ability to thrive in a fast-paced, high-growth environment while maintaining structured and scalable approaches.
4. Strong commercial acumen, with experience in defining and refining professional service offerings.
The Employer reserves the right to make amends to the job specification from time to time, to meet the needs of the business.
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