Head of Outsourced Professional Services

<h4>🌍<strong> Can you help us change the world?<br/></strong></h4> <p>It’s true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, we’re propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution<strong>,</strong> we’re enabling the world’s most revolutionary hospitality brands to accelerate their digital transformation.</p> <p>We’re on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole... 🐇</p> <h4><strong>🧑🏻‍💻 About the role</strong></h4> <p>First things first: you want to know what you’re actually applying for. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it down to a job description (which we do because this is a job description), it would be this:</p> <p><span lang="EN-GB"><span>As the </span><span>Head</span><span> of Outsourced </span><span>Professional </span><span>Services, you will report into the Director, Strategy &amp; Operations - Customer Deployment &amp; Adoption, and </span><span>be responsible for</span><span> leading and scaling our outsourced professional services operations, ensuring high-quality service delivery, and driving strategic alignment between consulting, outsourcing, and business </span><span>objectives</span><span>. This role requires a strong blend of strategic leadership, vendor management, process optimization, and client engagement to ensure outsourced </span><span>companies</span><span> deliver exceptional value.</span></span><span> </span></p> <h4>✅ Your mission, should you choose to accept it:</h4> <p><strong><span>Strategic Leadership &amp; Business Alignment</span></strong><span> </span></p> <ul> <li><span>Develop and execute a comprehensive outsourced services strategy aligned with company goals.</span><span> </span></li> </ul> <ul> <li><span>Collaborate with senior leadership to define the role of outsourced services in the overall business model.</span><span> </span></li> </ul> <ul> <li><span>Establish KPIs and performance metrics to measure success and drive continuous improvement.</span><span> </span></li> </ul> <p><strong><span>Outsourced Services &amp; Vendor Management</span></strong><span> </span></p> <ul> <li><span>Lead the onboarding and partial management of outsourced service providers, consultants, and vendors.</span><span> </span></li> </ul> <ul> <li><span>Negotiate contracts, service level agreements (SLAs), and ensure cost-effective, high-quality service delivery</span><span> </span></li> </ul> <ul> <li><span>Work closely with the Strategic Partnership team (who own the overall relationship with our Consultant network) to ensure third party consultants align with Mews’ overall strategy around revenue and pipeline growth </span><span> </span></li> </ul> <ul> <li><span>Maintain strong relationships with our consultant network to drive innovation and scalability.</span><span> </span></li> </ul> <p><strong><span>Operational Excellence &amp; Service Delivery</span></strong><span> </span></p> <ul> <li><span>Oversee the implementation and execution of outsourced service projects, ensuring deadlines and quality standards are met.</span><span> </span></li> </ul> <ul> <li><span>Continuously optimize processes and workflows to improve efficiency, cost savings, and service effectiveness.</span><span> </span></li> </ul> <ul> <li><span>Work closely with internal teams to ensure seamless integration of outsourced services into existing operations.</span><span> </span></li> </ul> <p><strong><span>Program Development &amp; Management</span></strong><span> </span></p> <ul> <li><span>Build and manage a global outsourced professional services program to meet growing demand, with a focus on achieving mutual value and fostering long-term relationships.</span><span> </span></li> </ul> <ul> <li><span>Own outsourced professional services partner success, ensuring high standards of performance, quality, and consistency across the network.</span><span> </span></li> </ul> <ul> <li><span>Design and implement a certification and continuous training program to ensure the network stays aligned with Mews’ evolving products and customer needs.</span><span> </span></li> </ul> <p><strong><span>Customer-Centric Growth</span></strong><span> </span></p> <ul> <li><span>Lead initiatives focused on improving customer satisfaction metrics, ensuring adoption of Mews products and high customer satisfaction</span><span> </span></li> </ul> <ul> <li><span>Gather feedback from customers via comprehensive platforms and utilize this data to inform continuous improvements in partner-delivered services.</span><span> </span></li> </ul> <ul> <li><span>Leverage feedback loops to ensure service delivery is driving both customer satisfaction and partner-driven growth, re