Head/VP of Professional Services

"At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."

Kerridge Commercial Systems (KCS) is a market leader in the development and provision of trading and financial software environments for specialist Distribution, Automotive, Wholesale, Merchant and Retail industry sectors, addressing single- or multi-branch operations, as well as catering for organisations with 'point-of-sale' showrooms and warehouse 

As a key member of the group leadership team this role is a figurehead for all global Professional Services employees globally. This role principally sets the expectations, standards and best practices, together with associated group wide targets and builds, mentors a team that executes against them.

Essential in this role is driving global process, policy and procedures to deliver customer success, building and strengthening the global team in order to develop better customer relationships, and acting as an ambassador and role model for the Professional Services team.  This role has a direct link to group revenue growth through the regional PSG leaders that report in to this role and will deliver, strong utilisation, project success and maximise efficiency through global load balancing, smart shoring and other initiatives. This role will build and maintain strong relationships with the Regional General Managers, R&D, Support, Cloud  and other KCS group activities. 

A definition of success for the PSG global team is projects executed on time, to budget with high quality using a standard global methodology. Additionally, this role will launch and develop desk-based consulting from a central low cost near shore facility and also roll out corporate project methodology and standards.

Key Responsibilities:

• Provide a global vision and subsequent strategic and tactical business plan to take the current implementation capability to the level of a highly effective professional services organisation driving consistent levels of customer satisfaction
• Take a lead role in defining, creating and modifying service standards, methodologies and practices of the business to ensure adoption globally of best practices.
• Have full responsibility for the delivery of the end-to-end service and solutions to our global customers
• Be responsible for throughput flow and operational tasks of the Professional Service team members; supervise and mentor them to ensure personal development and consistent performance. Determine group wide training objectives.
• Provide insights to the Sales/Account Management teams regarding pricing assessment for professional services requirements
• Ensure consistent quality and work standards by designing and implementing audit processes for flawless service delivery managed through a KPI dashboard
• Proactively identify and implement process improvements that ensure operational efficiency
• Be directly responsible for driving performance goals, operational objectives, resource forecasting and availability, utilisation targets, and all aspects associated with the management of the global PSG resources

Skills, Knowledge and Experience: 

Essential:

• Substantial experience in successfully building and leading a services team in a fast-paced growing environment
• Strong experience managing solutions around project implementations
• Ability to handle high-pressure situations and demanding situations, strong interpersonal skills and advanced effective communication expertise.
• Direct line manager experience of a geographically dispersed team of skilled employees
• Setting, promoting and delivering cost efficiency, revenue, margins and productivity targets, thus supporting Regional General Managers to help them achieve their P&L goals.
• Experience leading the scoping activities on large scale, complex technology infrastructure projects and working collaboratively with Sales Teams through the sales process
• Able and willing to travel internationally to KCS group and customer locations and hold a full driving licence

Desirable:

• Experience of ERP systems
• Experience of working in software industry

Company Info

Kerridge Commercial Systems (KCS) is the market leader in developing and delivering fully integrated business management solutions for distributors, suppliers, resellers, wholesalers and merchants. Our mission is simple: to design, implement and support high