# Head of Professional Services

**Company:** [Benchling](https://hotfix.jobs/companies/benchling)
**Location:** Zurich, Switzerland, London, United Kingdom
**Role:** Solutions Architecture
**Experience:** 8+ years
**Skills:** Professional Services, Enterprise Software, Implementation, Delivery Leadership, Biotechnology, Pharmaceuticals, Systems Integration, Statement Of Work, Financial Forecasting, Revenue Forecasting, Team Building, Customer Success, AI
**Posted:** 2026-09-09

> Leads the EMEA Professional Services organization, owning enterprise software delivery quality, team growth, partner performance, commercial outcomes, and executive customer relationships. Requires 8+ years of professional services leadership, distributed European team management, strong commercial expertise, and life sciences or scientific software experience.

## Job Description

## 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.

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