| We are seeking a dynamic and experienced Head of Professional Services, EMEA to lead our regional Professional Services Department and drive exceptional customer outcomes across a diverse portfolio of enterprise software implementations. Main purpose of Job: This role carries responsibility for the overall performance of the EMEA Professional Services business, including customer success, financial performance, delivery excellence, and organizational capability. Leading a team of Project Managers, Implementation Consultants, Business Analysts, And Technical Experts, you will play a critical role in ensuring customers realize measurable value from their investment while supporting the continued growth and scalability of the business. The successful candidate will be equally comfortable engaging with C-level customers, managing complex delivery portfolios, developing high-performing teams, and partnering with executive leadership to drive strategic objectives. Primary responsibilities: Customer Leadership You will be the senior leader responsible for the customer implementation experience across the EMEA region. Key outcomes include: - Driving adoption of AI-enabled tools across the delivery lifecycle — including AI-assisted solution configuration, automated documentation and status reporting, and AI-supported testing/QA.
- Building trusted relationships with executive stakeholders and strategic customers.
- Leveraging AI-powered insights (e.g. customer health scoring, usage analytics, churn/expansion signals) to proactively identify at-risk engagements and expansion opportunities.
- Providing executive oversight for high-profile projects, risks, escalations, and delivery challenges.
- Partnering closely with Business Development, Strategic Accounts, Product, Support, and Third-Party Partner teams to create a seamless customer journey.
- Establishing a culture where user adoption and service excellence are at the core of every engagement.
- Partnering with Customer Success and Strategic Accounts to maximise customer adoption, retention, maturity, long-term value realisation, and expansion opportunities.
- Developing customer advocacy opportunities, including customer success stories, reference accounts, case studies, and advocacy programmes that demonstrate measurable value delivered.
Financial Performance You will be accountable for the commercial success and operational efficiency of the Professional Services business within the region. Key outcomes include: - Reduce non-billable admin time per consultant (status reporting, documentation, note-taking) as a % of total hours by leveraging AI tooling.
- Delivering services revenue, profitability, and margin objectives.
- Optimizing resource utilization, workforce planning, and delivery capacity.
- Managing departmental budgets, forecasts, and operational plans.
- Ensuring projects are delivered efficiently and profitably while maintaining quality standards.
- Driving operational excellence through effective governance, reporting, and performance management.
- Identifying opportunities to improve productivity, scalability, and business performance
- Building scalable delivery models through standardised implementation methodologies, repeatable implementation frameworks, and practices that enable faster customer onboarding and time to value.
- Using operational and customer data to inform forecasting, capacity planning, delivery performance, customer outcomes, and strategic decision making.
EHS Thought Leadership You will serve as the Senior EHS subject matter leader within the Professional Services department, ensuring that customer engagements are guided by industry best practices, regulatory awareness, and deep domain expertise. Key outcomes include: - Ensuring implementation teams understand customer business processes and can translate complex EHS requirements into successful solution outcomes.
- Building AI fluency across the Professional Services team — including safe, effective use of AI copilots/assistants in day-to-day delivery work — as a core competency, not an optional add-on
- Supporting strategic customer engagements by bringing credibility and expertise to executive discussions, workshops, and solution design activities.
- Building and strengthening EHS domain expertise across the Professional Services organization through coaching, mentoring, and knowledge-sharing initiatives.
- Partnering with Product, Customer Success, Sales, and Product Marketing teams to ensure customer needs and industry requirements are reflected in the company's products and services.
- Acting as a strategic voice of the customer by influencing product roadmap priorities based on implementation experience, customer feedback, and emerging industry requirements.
- Supporting major customer programs and escalations where deep industry knowledge and executive-level engagement are required.
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