Head Of Professional Services

Director of Professional Services

Salary: £90,000 - £100,000 Per Annum

Location: London (Hybrid)

I am working with one of my longstanding clients who have a fantastic reputation as a global digital transformation partner, customer experience specialist and provider of complex unified communications and network service solutions.

This is a fantastic opportunity to join the business as the Director of Professional Services and take full ownership all professional services engagements and making sure they are delivered efficiently, profitably and to the highest of standards.

Working closely with Sales, Service Delivery, Engineering, Finance and Customer Success, you will ensure projects transition smoothly into managed services and long term support. You will have full responsibility for delivery performance, utilisation, customer satisfaction as well as the financial performance of Professional Services, including revenue recognition and forecasting against targets.

Main Duties and Key Responsibilities

Professional Services Leadership

• Own the Professional Services function responsible for delivering implementation, migration and transformation projects.
• Take full responsibility for delivery quality, timelines and commercial performance across all projects.
• Work with Sales and Pre-Sales on solution design, project scoping and effort estimation so projects are set up properly from the start.
• Ensure projects transition successfully into managed services and long term support.
• Act as the senior escalation point for Professional Services.
• Produce monthly board reports covering delivery performance, financial performance and resource planning.

PMO and Project Governance

• Establish and lead the Project Management Office, bringing structure, governance and consistency to project delivery.
• Define and maintain project standards, governance, and reporting across all customer and internal projects.
• Provide oversight to project managers, ensuring risks, timelines and budgets are properly managed and visible.
• Ensure projects support wider business objectives and customer outcomes.

Forecasting, Resource Planning, and Capacity

• Own forecasting across Professional Services including revenue, delivery demand and resource requirements.
• Work with Sales, Finance and Service Delivery to plan for project demand and delivery capacity.
• Manage utilisation and workload across engineering and project teams.
• Identify capacity gaps and put plans in place to address them through hiring, training or contractors.
• Maintain clear visibility of demand versus delivery capacity to keep workloads balanced and delivery on track.

Financial and Commercial Management

• Own the financial performance of Professional Services.
• Ensure projects are scoped, priced and delivered in a commercially sound way.
• Monitor project profitability, margins and cost control.
• Support the development of Professional Services pricing and commercial models.

Customer and Stakeholder Management

• Act as a senior escalation point for key customers and strategic projects.
• Build strong relationships with customers during major delivery programmes.
• Provide clear executive-level updates on project progress, risks, and outcomes.
• Work closely with internal teams including Sales, Engineering, Service Delivery, Finance and Operations.

Delivery Improvement and Performance

• Improve delivery processes so projects are more predictable, efficient and profitable.
• Introduce tools and reporting that improve visibility across projects, resources and financial performance.
• Track and report on key delivery metrics including timelines, profitability and customer satisfaction.
• Run post-project reviews and ensure lessons learned are implemented.

Team Leadership

• Lead and develop the Heads of Project Management and Professional Services Team Leads.
• Set clear objectives and performance measures across the team.
• Build a culture of ownership, accountability and high standards.
• Support development and progression across the Professional Services organisation.

Skills and Experience

Required

• Minimum of 5+ years of management experience
• Significant experience in IT services, managed services, or technology consulting environments
• Proven experience managing project delivery teams and project managers
• Strong understanding of project management frameworks and PMO governance
• Experience delivering complex technology or digital transformation projects
• Expertise in capacity planning, delivery forecasting and resource management
• Strong financial and commercial acumen related to project delivery
• Excellent leadership, communication, and stakeholder management skills

Preferred

• Project management certification (PMP, PRINCE2, Agile, or equivalent)
• Experience managing project portfolios in managed services environments
• Familiarity with IT Service Management frameworks such as ITIL
• Exposure to DevOps operating models within professional services or managed services environments, including infrastructure automation, continuous delivery practices, and integrated engineering and operations workflows.

ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.