Vice President, Head of Service Practice

Perficient•Chicago, IL

About The Position

Perficient is seeking a Vice President, Head of Service Practice to lead the Service practice within its Sales and Service organization. The practice spans customer service, contact centers, field service, experience and business architecture, and agentic service capabilities. It delivers solutions across Salesforce Service Cloud and Agentforce, Commerce and Order Management platforms, and related service technologies for clients in industries including energy and utilities, life sciences, automotive and industrial, retail, and financial services. The leader will define the Service practice’s operating model and oversee its strategy, experience, business architecture, sales support, delivery quality, talent, and growth. This includes owning bookings, revenue, utilization, and growth targets; leading go-to-market efforts; shaping consequential pursuits and programs; and developing the agentic service offering and broader portfolio. The role also carries responsibility for delivery quality and margin, client satisfaction, financial discipline, capacity planning, talent development and retention, executive client relationships, and Perficient’s market position and point of view on AI-first service.

Requirements

Seven or more years at the vice president, general manager, or practice lead level, with direct accountability for a revenue or bookings target.
Ten or more years in customer service, contact center, or customer experience transformation at a systems integrator, consultancy, or large enterprise service organization.
Record of carrying and achieving an annual target, with ownership of utilization and delivery margin across a services business.
Experience building a services offering from zero to material revenue, including its go-to-market motion.
Generative or agentic AI running in production in a service or contact center environment, with results that can be substantiated to a client CFO.
Experience leading strategy, business architecture, and experience design phases of large transformation programs.
Delivery leadership across multiple geographies and time zones.
C-suite advisory experience in service operating models, contact center transformation, or customer experience.
Bachelor’s degree or equivalent professional experience.
Willingness to travel up to 50% for client engagements, partner meetings, business development, and team leadership.
Must be located near one of Perficient’s existing offices; Chicago, New York, or Houston is preferred.

Nice To Haves

Hands-on familiarity with Salesforce Service Cloud and Agentforce, and at least one contact center platform.
Service transformation delivery in energy and utilities, life sciences, or another regulated industry.
An established market voice, such as a published point of view, conference presentations, or standing analyst relationships at Forrester and Gartner.
Experience selling service alongside Salesforce, commerce, or data capabilities on the same account.
A record of recruiting senior talent into a practice that was still being built.

Responsibilities

Run the Service practice across strategy, experience, business architecture, sales support, delivery quality, and talent, working across the Salesforce and Commerce practices.
Own bookings, revenue, utilization, and growth targets for the Service practice.
Lead the go-to-market motion for service transformation and coordinate sales, strategy, and delivery to generate revenue.
Lead major service pursuits and programs and serve as an executive contact for clients on high-stakes engagements.
Develop agentic service capabilities into a defined offering and manage the portfolio across contact center transformation, service strategy and experience, field service, and agentic service operations.
Build an industry blueprint for a designated industry and grow accounts alongside Salesforce, Commerce, Data, and AI-First Marketing practices.
Maintain delivery quality, delivery margin, and client satisfaction across programs the practice shapes or leads.
Lead business architecture and experience design for large programs, establishing a defined target state before delivery begins.
Lead recovery efforts when programs are in trouble, including difficult client conversations.
Plan capacity for strategists and experience designers against forecasts; staff ahead of demand while managing bench levels.
Maintain rate integrity and discount discipline, manage delivery mix and subcontractor spend, and make investment cases for initiatives requiring funding.
Define career paths and promotion decisions, lead skills transitions toward agentic service design, and promote adoption of Perficient’s AI-led delivery lifecycle and AI tools.
Retain key employees and recruit and develop service leaders.
Define the AI-first service practice and its market agenda; build and sustain C-suite relationships across major service clients.
Advise executives on service operating models, contact center costs, agent and human workforce design, and customer experience.
Publish and present the practice’s point of view at Salesforce and industry events and brief analysts.