Head of Professional Services (Projects)

Hire, professionally develop, and retain a high-quality, high-intensity team that ensures on-time, on budget, high quality delivery; Develop and execute a strategic vision for the professional services department, aligned with the company's overall objectives and growth plans. Constantly assessing and monitoring performance and proactively taking steps to improve the department performance. Collaborate with sales and business development teams to support the growth of professional services business, including participating in client meetings, proposals, and contract negotiations. Drive operational efficiency by implementing best practices, process improvements, and automation initiatives within the professional services department. Collaborate with cross-functional teams to define service offerings, pricing models, and contractual agreements for professional services, ensuring profitability and customer satisfaction. Monitor and analyse key performance indicators (KPIs) to evaluate the effectiveness and efficiency of the professional services and support operations, identifying areas for improvement and implementing corrective actions. Establish and maintain strong client relationships, acting as a trusted advisor and escalation point for key clients, addressing their concerns and ensuring their needs are met. Attend management meetings, annual events, and other activities directed by the CEO. To look outwards towards the market and industry for key trends in delivery methodology and technology, and consider how these could benefit the team and the business. To lead the PS teams capability and manage the supplier relationship, ensuring solutions are high quality and satisfy the expectations of our customers. To be responsible for all functional and non functional delivery of projects and programmes. To support projects in resource management including where there are conflicts. To liaise with customers with regards their delivery expectations. To manage deliveries to agreed criteria and own and report on KPIs to the broader business. To act as product ambassador to key partners and customers. To produce metrics and analyse these metrics to identify areas for continuous improvement. To provide high quality estimates in line with the timescales of the project. Where applicable management of customer and partner engagement on key programmes. To work, on occasion, at customer and commercial partners' sites to expedite agreed project tasks. To assist in Pre Sales support where appropriate. To manage budget for the PS team including salary reviews, overtime approval, training requirements, travel requests. Awareness and compliance of ISO9001, ISO27001, ISO22301, PCI and Daat Protection regulations. Portfolio Contribution Support portfolio IP Bootcamps with lesson learnt use cases. Provide support for M&A Due Diligence if called upon. Skills Strategic mindedness with a view on future strategy, balanced with tactical delivery, at all times with advanced level in complex strategy, approach and management Advanced level in systems integration test approach and management Advanced level in user acceptance test approach and management Experience of both waterfall and agile delivery approaches Highly customer outcome focused with a solution orientated mind-set Excellent presentation and communication skills Meticulous, structured with excellent attention to detail Adaptable, can conform to shifting priorities, demands and timelines whilst retaining control Ability to elicit cooperation from a wide variety of sources, a strong negotiator Strong interpersonal skills with a professional attitude Commercially aware and politically astute Work estimation and planning Resource management Conflict management and resolution Budget management Lumine Group architects the future of connectivity in the communications and media industry by providing businesses with a global ecosystem of like-minded professionals, customers, and partners. Lumine takes root from the word “illuminate,” which reflects our mission to illuminate the potential of communications and media software businesses. We are buy-and-hold forever acquirers, meaning we never sell an acquired business. We believe in the businesses we acquire and the people behind them, and develop long-term, sustainable growth strategies. At Lumine, we believe the future is bright. Lumine Group is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited.