Head of Professional Services

SmartSuite • Overland Park, KS

5d

About The Position

The Head of Professional Services owns implementations, solution delivery, implementation methodology, services packaging and pricing, and services revenue, margin, and utilization. The company offers onboarding, advisory and implementation, and managed services; this role makes the services catalog repeatable, appropriately priced, and delivered on time. The role leads and grows the professional services team as services revenue grows, working with Sales on scoping and pricing, Product on improvements that accelerate delivery, and the partner team on advisory and reseller partners that implement with the company.

The role runs implementations from scoping through go-live, defines and prices the services catalog, and forecasts services performance. It scopes, estimates, and signs off on services for enterprise deals, builds partner enablement, certification, and quality practices, and hires, develops, and leads the team. While the team grows, the role also delivers the most complex GRC implementations directly.

Success includes meeting every active implementation and documenting the methodology within 90 days, setting the catalog and pricing with the CEO, and, within one year, delivering implementations on time and on budget while demonstrating customer GRC outcomes. Services revenue, margin, and utilization are forecast, reported, and met, and partner implementations meet the same methodology and standards as the in-house team.

Requirements

• 3 to 12 years of experience in professional services, GRC consulting, GRC platform implementation, or a combination of these.
• Consulting or advisory-firm background in GRC, risk, or compliance.
• Hands-on GRC platform implementation experience, including migrations from or implementations of platforms such as Archer, LogicGate, ServiceNow IRM, or MetricStream.
• Experience delivering for financial services clients, including banks, insurers, or other regulated financial institutions.
• Experience leading implementation teams and running engagements to scope, schedule, and budget.
• Working knowledge of GRC programs including risk, compliance, audit, third-party risk, and resilience.
• Based in the United States and able to travel up to 25 percent.

Nice To Haves

• Ownership of a services P&L, including revenue, margin, utilization, and pricing.
• Experience building or running a partner delivery program.

Responsibilities

• Run implementations from scoping through go-live using a methodology followed by the team and partners.
• Define and price the services catalog, including onboarding, advisory and implementation, migrations, and managed services.
• Own services revenue, margin, and utilization, and provide a forecast the CEO can plan against.
• Scope, estimate, and sign off on services for enterprise deals with Sales.
• Build the partner delivery model, including enablement, certification, and quality standards.
• Hire, develop, and lead the professional services team as services revenue grows.
• Communicate to Product what slows delivery.
• Deliver the most complex GRC implementations directly while the team grows.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed