Head of Professional Services

Responsibilities

Delivery Leadership

• Own end-to-end delivery quality, timelines, and performance across EMEA Professional Services engagements.
• Partner globally to set and enforce delivery standards for complex, validated, and regulated environments.
• Serve as an escalation point for at-risk engagements, partnering with Customer Success and Support to resolve cross-functional customer issues.

Team and Organization Building

• Lead, grow, and retain a distributed team across Europe, with a focus in Zurich and London/Cambridge.
• Develop team structures and incentive models that support utilization targets and long-term customer relationships.
• Build a strong bench through hiring, onboarding, and career development for implementation consultants and specialists.
• Lead and develop managers to excellence.

Partner and Ecosystem Management

• Manage systems integrator and delivery partners supporting EMEA capacity, including performance oversight and quality accountability.
• Determine when partner delivery capacity should be used versus built in-house, and manage transitions between the two.

Commercial Ownership

• Own statement-of-work scoping, staffing forecasts, and financial performance for the EMEA Professional Services book of business.
• Partner with Sales on deal structuring for new implementations, expansions, and renewals with a services component.
• Provide accurate capacity and revenue forecasts to leadership.

Customer and Executive Engagement

• Represent Professional Services in executive business reviews with enterprise pharmaceutical and biotechnology clients.
• Build trusted relationships with technical and scientific stakeholders at customer organizations.
• Champion adoption of AI-enabled delivery practices within the Professional Services team and with customers.

Requirements

• 8+ years in professional services, implementation, or delivery leadership roles within enterprise software.
• Life sciences, pharmaceutical, biotechnology, or scientific software experience strongly preferred.
• Ability to develop fluency with biotech R&D processes and scientific concepts.
• Ability to interface confidently with and build trust among VP- and C-level scientific and research IT leaders at biotech and pharmaceutical companies.
• Experience developing teams with technical, business, scientific, and consulting delivery capabilities.
• Experience leading distributed teams across multiple European countries and navigating differing labor environments and travel or delivery cadences.
• Experience leading and developing managers as a second-line leader responsible for delivery quality and execution.
• Direct experience managing delivery through third-party systems integrator partners and holding partners accountable for quality.
• Strong commercial acumen, including ownership of statement-of-work economics, margin, and forecasting.
• Executive presence with technical and scientific buyers, including the ability to lead high-stakes executive business reviews and escalations.
• Fluency in English required.

Nice-to-Haves

• German or French language skills.
• Genuine enthusiasm for AI-enabled delivery models.

Work Arrangement

• Flexible hybrid arrangement with on-site collaboration expected three days per week: Monday, Tuesday, and Thursday.