Vice President, Head of Service Practice

Perficient•Town and Country, MO

2d•$200,000 - $275,000

About The Position

Perficient is seeking a Vice President to lead its Service practice within the Sales and Service organization. The practice spans customer service, contact center, field service, experience design, and business architecture, delivering work across Salesforce Service Cloud and Agentforce, Commerce and Order Management platforms, and agentic service capabilities. Clients operate in industries including energy and utilities, life sciences, automotive and industrial, retail, and financial services. The leader will define and run the Service practice's operating model across strategy, experience, business architecture, sales support, delivery quality, and talent. The role carries accountability for practice growth and financial performance, including bookings, revenue, utilization, and delivery margin. It also leads go-to-market activities, major pursuits and programs, the development of the agentic service offering, the offering portfolio, industry positioning, and account growth in collaboration with other practices. The role oversees delivery quality, client satisfaction, capacity planning, financial discipline, program recovery, and investment cases. It develops career paths and capabilities for practice staff, supports adoption of Perficient's AI-led delivery lifecycle, and builds and retains the leadership and talent needed by the practice. The leader also establishes the practice's market point of view, develops executive relationships, advises clients on service operating models and customer experience, and represents the practice at industry events and with analysts. The position requires up to 50% travel for client engagements, partner meetings, business development, and team leadership. The successful candidate must be located near a Perficient office, preferably Chicago, New York, or Houston. The stated base salary range is $200,000 to $275,000; benefits and any variable compensation are not included in this range.

Requirements

At least seven years at vice president, general manager, or practice lead level, with direct accountability for a revenue or bookings target.
At least ten years in customer service, contact center, or customer experience transformation at a systems integrator, consultancy, or large enterprise service organization.
A 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.
Experience putting generative or agentic AI into 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 a Perficient office; 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 experience in energy and utilities, life sciences, or another regulated industry.
An established market voice, such as a published point of view, conference appearances, or established analyst relationships with Forrester and Gartner.
Experience selling service alongside Salesforce, commerce, or data capabilities on the same account.
Experience recruiting senior talent into a practice that was still being built.

Responsibilities

Own the Service practice's bookings, revenue, utilization, and growth targets.
Lead the go-to-market motion for service transformation and coordinate sales, strategy, and delivery to generate revenue.
Lead consequential service pursuits and programs and serve as the executive contact for clients in high-stakes situations.
Develop agentic service capabilities from early programs into a marketable offering.
Manage the offering portfolio across contact center transformation, service strategy and experience, field service, and agentic service operations; retire offerings that are no longer viable and fund replacements.
Lead an industry blueprint for how the practice sells and serves in a selected industry.
Grow accounts in collaboration with Perficient's Salesforce, Commerce, Data, and AI-First Marketing practices.
Manage quality, delivery margin, and client satisfaction across programs shaped or led by the Service practice.
Lead and staff business architecture and experience design phases for large programs so delivery begins from a defined target state.
Lead recovery efforts for troubled programs, including client communications.
Plan capacity for strategists and experience designers against forecasts, balancing advance staffing with bench levels.
Maintain rate integrity and discount discipline, and manage pyramid mix and subcontractor spending.
Develop investment cases for initiatives requiring funding before producing revenue.
Create career paths and make promotion decisions for strategists, experience designers, and service consultants.
Lead the transition of practice skills from service process design to agentic service design.
Drive adoption of Perficient's AI-led delivery lifecycle and AI tools in strategy, design, and delivery.
Retain key practice 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 C-suite clients on service operating models, contact center costs, agent and human workforce design, and customer experience.
Develop and publish the practice point of view, present at Salesforce and industry events, and brief category analysts.