Head of Professional Services

Description:

DRC Search, a global executive recruitment firm specializing in digital and SaaS talent acquisition, is representing a leading enterprise SaaS provider that offers two innovative cloud-based products. The company is seeking a Head of Professional Services to take full ownership of the end-to-end delivery lifecycle for enterprise customer implementations. This is a hybrid position based in the UK or EU, with occasional travel as required.

In this role, you will be responsible for leading cross-functional teams and driving delivery excellence in a fast-paced, customer-focused environment that values quality, scalability, and profitability. You’ll play a key role in shaping and executing the company’s Professional Services (PS) strategy, ensuring the highest standards of delivery, customer satisfaction, and business performance.

Key Responsibilities:

• Lead the entire delivery lifecycle from contract signature to go-live, overseeing onboarding, integrations, data migrations, configurations, and consulting.

• Build, mentor, and manage the Professional Services team, including Project Managers, Functional Consultants, and supporting technical/data specialists.

• Develop and standardize methodologies, playbooks, templates, and delivery frameworks to improve consistency and scalability.

• Monitor and optimize key PS metrics — including utilization, project gross margin, P&L, and resource planning.

• Implement governance, risk management, and reporting frameworks for large-scale, multi-stream enterprise implementations.

• Collaborate closely with Sales on proposals and Statements of Work (SOWs), and with Product on roadmap alignment and delivery readiness.

• Drive improvements in customer satisfaction (CSAT), time-to-value, and repeatable delivery quality across regions.

• Oversee partner delivery enablement, ensuring certification, alignment, and quality control within third-party collaborations.

• Foster a culture of continuous improvement, implementing lessons learned, KPI dashboards, and performance reviews across all delivery functions.

About You:

• Proven experience leading a Professional Services function for an enterprise SaaS company or top-tier consultancy.

• Demonstrated success in delivering complex SaaS implementations, from contract to go-live.

• Strong commercial acumen with expertise in PS financials, utilization, forecasting, and project profitability.

• Ability to build and scale repeatable delivery models, methodologies, and frameworks.

• Skilled in managing cross-functional and multi-regional teams, with strong stakeholder management at the executive level.

• Background in enterprise-level projects involving data integrations, cloud architecture, and security.

• Experience transitioning from on-premise to cloud delivery models is a plus.

• Excellent communication, leadership, and organizational skills, with a calm and methodical problem-solving approach.