Head of Professional Services

About the role

You own Professional Services: implementations,, solution delivery, the implementation methodology, services packaging and pricing, and the services revenue, margin and utilization behind them. The company provides onboarding, advisory and implementation, and managed services; you make that catalog repeatable, priced right and delivered on time. You lead the professional services team and grow it as services revenue grows. You work with Sales on scoping and pricing, with Product on what would speed delivery, and with the partner team on the advisory and reseller partners who implement with us.

What you will do

• Run every implementation from scoping through go-live, with a methodology your team and our partners follow.
• Define and price the services catalog: onboarding, advisory and implementation, migrations and managed services.
• Own services revenue, margin and utilization, with a forecast the CEO can plan on.
• Scope, estimate and sign off services on enterprise deals with Sales.
• Build the partner delivery model: enablement, certification and quality for the partners who implement with us.
• Hire, develop and lead the team as services revenue grows, and tell Product what slows delivery.
• Deliver the most complex GRC implementations yourself while the team grows.

What you bring

Required:

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

Preferred:

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

What success looks like

• At 90 days: every active implementation met, the methodology written down, the catalog and pricing set with the CEO.
• At one year: implementations ship on time and on budget, and customers can show the GRC outcomes they bought.
• Services revenue, margin and utilization are forecast, reported and met.
• Partners deliver implementations to the same methodology and standard as the in-house team.