Global Head of Operations, Professional Services

As Global Head of Operations for Professional Services, you will play a pivotal role in driving the success and efficiency of services sales and professional services operations. You will be responsible for optimizing processes, KPI creation and accountability, maximizing resource utilization, and ensuring visibility to the leadership in terms of operational health and risk of the business. Collaborating closely with the Head of Services and the Finance function, you will shape the strategic direction of our professional services team and spearhead initiatives that reinforce our position as a market leader in the SaaS industry. Ultimately you will be accountable for creating visibility, accountability, and the operational controls that power the professional services of a market leading vertical software company.

Responsibilities

• Strategic Leadership:


• Collaborate with the Head of Services and and other key stakeholders to develop and implement the strategic vision for the Professional Services team, aligned with the overall company goals. Identify growth opportunities, market trends, and potential risks, providing actionable insights to guide business decisions. Develop our global capacity model, including evaluating expansion of offshore capabilities in existing and new locations. Collaborate with Finance to build the control elements of the business.

Operations Management:

• Oversee all aspects of the Professional Services team processes are optimized, including project management, implementation, sales, customer support, and post-sales services. Oversee creation of “Office of Complex Projects” and drive the discipline created there to all elements of managing customer outcome delivery. Create and lead enhanced pipeline, bookings, revenue, and profitability forecasting. Develop a third party sourcing program and lead optimization of internal and subcontracted delivery capacities.

Team Development and Management:

• Lead and mentor a high-performing team of service delivery professionals, promoting a culture of excellence, collaboration, and innovation. Establish performance metrics and goals, conducting regular evaluations and providing ongoing coaching and support to enhance team performance. Client Success and Relationship Management: Champion a client-centric approach throughout the Professional Services team, fostering strong and lasting relationships with Clients. Collaborate with the Sales and Customer Success teams to identify upsell and cross-sell opportunities, ensuring client satisfaction and retention.

Client Success and Relationship Management

• Champion a client -centric approach throughout the Professional Services team, fostering strong and lasting relationships with clients.
• Collaborate with the Sales and the Customer Success teams to identify upsell and cross-sell opportunities, ensuring client satisfaction and retention

Resource Allocation and Budgeting:

• Manage resource allocation, including staffing and project assignments, to optimize utilization and maintain project profitability. Develop and manage the team's budget, making data-driven decisions to optimize operational efficiency and cost-effectiveness.

Process Improvement and Innovation:

• Continuously evaluate and enhance service delivery processes, leveraging best practices and industry standards to improve overall efficiency and effectiveness. Drive innovation initiatives within the Professional Services team to create differentiation and maintain a competitive edge. Develop a Process Ownership model and implement improved processes and systems to improve the efficiency and predictability of the business.

Compliance and Quality Assurance:

• Ensure compliance with industry regulations and standards, as well as internal policies and procedures, to uphold the highest level of service quality and data security.

Qualifications

• Proven track record of successful leadership in a Professional Services, Finance, or Operations role within a SaaS organization.
• Deep experience in P&L management, strategic planning and budget setting, developing commercial models, managing complex revenue recognition allocations among SaaS and Professional Services revenue streams, and maximizing profitability in a growth environment.
• 12+ years leading and mentoring a high-performing team of services and operations professionals, promoting a culture of excellence, collaboration, and innovation.
• Demonstrated ability to develop and execute strategic plans that drive business growth and operational excellence.
• Strong experience in project management, process optimization, and resource management.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments and with clients.
• Analytical mindset with a