This opportunity is based in London
Head of Professional Services
In this role
You will manage a Professional Services team whose mission is to deploy and configure our Ticketing and Engagement Platform, to support our customers in change management and to foster the adoption of our solution, and to help our customers get the most of our solution.
Overall responsibilities:
- Responsible to provide oversight on execution of all Services delivered across multiple UK accounts
- Responsible for client expectation management on all delivery related aspects working closely with Client Executive and matrix organizations
- Responsible for the major project deliverables, maintaining the overall project plans across multiple areas to ensure effective delivery within budget and to the agreed timescales, quality and benefits realization requirements
- Responsible for overall client satisfaction
- Serves as point for escalation of all operational or delivery issues
Business Development/Growth Support
- Support sales team for the development of all proposals
- Participate in the review of proposals to ensure that the proposals are of highest quality, achievable and competitive
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Delivery Leadership for Engagements
- Viewed as an expert in delivery management best practices; Supports adherence to delivery management processes and policies
- Work with matrix organizations for creation and active coaching of strong delivery team structure
Delivery Leadership for Engagements
- Viewed as an expert in delivery management best practices; Supports adherence to delivery management processes and policies
- Work with matrix organizations for creation and active coaching of strong delivery team structure
Planning & Operations - Work closely with Client Executive, Delivery Managers and Group Delivery Executive in the following activities:
- Ensure regular governance (weekly/monthly, quarterly) established for both internal/external stakeholders
- Assist as required on monthly activities including resource forecast, invoicing & revenue recognition
- Optimal deployment and utilization of resources for Managed Engagements
- Achieve the gross margin target for the account
What we offer
- Get the opportunity to expand your knowledge and experience by working on a broad range of exciting projects, products, customers and technologies
- A dynamic work and collaborative environment with a highly motivated multi-cultural and international sites team
- Attractive prospects for career path & Personal development through training and coaching
- The chance to make a difference in peoples’ life by building innovative solutions
About your profile
- 10+ years relevant experience (Includes 5+ years managerial/leadership experience)
- 5+ years of experience in managing delivery of IT services
- Strong leadership and interpersonal skills with the ability to work effectively with and manage a wide variety of professional staff; experience in growing and mentoring a very dynamic team
- Excellent client-facing and internal communication skills
- Excellent written and verbal communication skills
- Solid organizational skills including attention to detail and multi-tasking skills
- Demonstrable skills and experience in mediation, negotiation, presentation and conflict resolution
- Experience in presenting to and interacting with senior management of client organizations
- Ability to cost estimate large range of project types, and to track and meet budgets
- Agility, a strong sense of commitment and the discipline to focus
- Willingness to travel
If you are INTERESTED in applying for this position, please send us your complete application (CV, cover letter, letter of reference, diplomas and certificates).