Head of Services

Overview

• Lead delivery end-to-end.
• Execute the PMO strategy across customer onboarding, implementation, migration, and ongoing managed services - translating strategic direction into reliable, repeatable delivery.
• Ensure every project is delivered within scope, on time, and within budget - and that CSAT and NPS reflect it.
• Serve as the executive escalation point when projects hit risk. You do not wait to be told - you see it coming.
• Develop, enforce, and continuously improve standardised delivery methodologies (Agile, Waterfall, or Hybrid depending on the engagement).
• Own the commercial side of services.
• Own the deal economics for managed services - project profitability, gross margins, and commercial accountability for the delivery function.
• Forecast team capacity, manage utilisation, and optimise staffing across implementation specialists, project managers, analysts, and designers to match pipeline demand.
• Work with Sales to scope SOWs accurately. Overpromising at the deal stage is a delivery problem - you have a say in preventing it.
• Build and develop the team.
• Lead a team of Project Managers, Implementation Specialists, and Programme Managers.
• Mentor the team on advanced client management, negotiation, risk mitigation, and how to balance client customisation requests against platform scalability.
• Build a culture of product stewardship - the team should be Lucidya's strongest advocates for what the platform does well, not just executors of client requests.
• Be the bridge between clients and the business.
• Manage expectations on custom development by bridging communication between clients and Engineering and Product teams - clearly, without overpromising.
• Report project health, velocity, and risk to executive leadership in a way that enables fast decisions.
• Partner with clients on internal capability building - recruitment of client-side resources, upskilling programmes, and adoption ramp plans that increase their self-sufficiency over time.
• Drive continuous improvement. Every delivery cycle should produce lessons that shorten the next one.
• You are responsible for outcomes: delivery quality, margin, client satisfaction, and a team that gets better every quarter.