Head of Professional Services

3 weeks ago

Manchester, United Kingdom LIMA Full time

**LIMA are recruiting for an experienced Head of Professional Services with a technical and project delivery background to lead our Professional Services function.**

**Reporting to the CTO, the Head of Professional Services is responsible for developing strategies and operations to deliver best-in-class services (consulting and implementation) to help customers accelerate their technical transformation programmes.**:
**The Head of Professional Services works to build and scale a services business, in a bold, fast-moving, transparent, and values-led organisation to enable customer and company success. We are looking for an individual that can**:
**Responsibilities**:

- Lead delivery of consulting and implementation services to our customers, overseeing resource management, technical capability, project delivery and operational success metrics.
- Provide technical and operational mentoring, guidance, and escalation to the Professional services team to develop and achieve consistent levels of customer excellence through high performance.
- Be accountable for services financial goals and metrics, including revenue, gross margin and utilisation.
- Own operational metrics, such as time-to-value, customer satisfaction and on-time completion of projects.
- Working with our Operations function, build and scale service operations (i.e., people, process, systems and tools) to deliver a best-in-class customer experience while building effective and efficient delivery methodologies
- Be accountable for continuous service improvement activities to increase quality, efficiency, proactivity, profitability, and capability across the Professional Services department.
- Act as a point of escalation for customers

**About You**:
We’re looking for enthusiastic and highly driven Head of Professional Services with experience working for IT MSP’s, leading consultative teams, with a customer outcome focussed approach.

You must have at least 3 years’ experience working in an MSP in the mid-market environment overseeing the delivery of Infrastructure, Cloud and security related solutions. You’ll have a strong background in technical delivery and leading professional services teams, including project managers.

We’re looking for somebody who is aware of the ‘bigger picture’ and can make decisions and set direction factoring in all aspects (customer, technical, operational and commercial).

Being able to provide rounded technical guidance and escalation is equally important as delivering strategic operational and delivery initiatives.

You should have strong skills in project delivery methodologies such as Agile and Waterfall as well as service management frameworks like ITIL.

Being able to make data driven decisions through an analytical and evidence-based approach is essential.

**About Us**:
Lima are an IT Consultancy that helps businesses achieve commercial outcomes through the intelligent use of Technology. From Infrastructure and Cloud Solutions to Managed Service and Support, we work with some of the leading vendors in the world to deliver outstanding solutions across a variety of customers within the private and public sector.

We are entering the next exciting phase of growth having recently defined a new strategy, restructured at Board level and taken on external investment; this new role will be instrumental in helping us achieve our goals.

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