Head of Professional Services

Andesa•Allentown, PA

9d•$125,000 - $175,000•Remote

About The Position

This is an opportunity to lead a critical client delivery function at a company serving a highly specialized and relationship-driven market. As Andesa’s Head of Professional Services, you will oversee the end-to-end delivery of client engagements across Andesa platforms, from initial discovery and requirements definition through implementation coordination. You will own the Professional Services function, including the project management and Business Analyst teams responsible for Client Change Requests (CCRs), client discovery, Business Requirements Documents (BRDs), estimation, scoping, and delivery execution. This role is central to ensuring client-driven requirements are accurately captured, thoughtfully documented, properly scoped, and coordinated into the broader product release process. This is a highly cross-functional leadership role, ideal for someone who can balance people leadership, delivery strategy, client partnership, operational rigor, and continuous process improvement. You will partner closely with Product, Engineering/Development, Sales/Account Management, and Support to ensure client needs are clearly understood, implementation-ready, and aligned with business goals.

Requirements

8 to 10 years of experience in professional services, client delivery, or project management leadership roles.
Strong knowledge of the life and annuity insurance industry, preferably including executive benefits.
Demonstrated experience managing Business Analysts and/or project teams.
Proven ability to lead client delivery and Business Analyst teams in an Agile, Waterfall, or hybrid environment.
Expertise in requirements gathering, discovery facilitation, and BRD authorship.
Strong background in estimation, scoping, and coordination with product/release management processes.
Strong communication and stakeholder management skills, including with senior client contacts.
Comfortable engaging with technical teams on system architecture and implementation feasibility.
Bachelor’s degree or equivalent experience.

Nice To Haves

Familiarity with Jira, SharePoint, GitHub, and AI-enabled productivity or delivery tools.
Experience improving or scaling delivery methodologies, discovery frameworks, templates, and documentation standards.
Experience working closely with Product Owners, Engineering, Sales, Account Management, and Support in a client delivery environment.
Ability to travel, including occasional overnight stays.

Responsibilities

Manage, coach, and lead the Project Management and Business Analyst teams responsible for Client Change Requests (CCRs).
Provide regular feedback, coaching, performance management, and career development opportunities for team members.
Set individual and team goals while fostering a collaborative, high-performing delivery culture.
Lead the day-to-day operations of the Professional Services function across client engagements.
Establish and maintain delivery standards, methodologies, and best practices.
Define team goals, KPIs, and performance standards aligned with delivery quality and client satisfaction.
Ensure high-quality delivery, timeliness, and client satisfaction across the Professional Services portfolio.
Serve as an escalation point for delivery risks, client issues, and cross-project dependencies.
Oversee the delivery of new client implementations (new client logos) and related client engagements, ensuring requirements are properly scoped and engagements are successfully delivered.
Oversee the intake, triage, prioritization, scoping, and tracking of Client Change Requests (CCRs).
Own the estimation process for client engagements and CCRs, ensuring effort, cost, and timeline estimates are accurate and defensible.
Own the client discovery process for new engagements and change requests.
Ensure discovery sessions produce accurate, complete, and actionable business requirements.
Establish repeatable discovery frameworks, templates, and documentation standards.
Ensure Business Requirements Documents (BRDs) are authored to a consistent, high-quality standard.
Review and approve BRDs prior to implementation handoff.
Maintain traceability between client discovery findings, documented requirements, and delivered outcomes.
Partner closely with the Product Owner to communicate delivery timelines, estimates, and client priorities.
Coordinate with Engineering and Development teams on implementation feasibility and delivery timelines.
Align with Sales, Account Management, and Support teams to ensure client expectations and delivery commitments are met.
Lead initiatives to optimize Professional Services tools, processes, and documentation standards.
Identify opportunities to improve discovery, estimation, delivery practices, and overall operational effectiveness.