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Professional Services Manager

Product Development Team

Job Purpose

The Professional Services Manager leads the company's professional services function, owning the scoping, architecture, delivery, and commercial success of customer implementations, integrations, and consulting engagements. Drawing on a strong solution architecture background, the role acts as the senior technical and delivery authority for enterprise and public-sector clients: translating customer requirements into sound, deliverable solutions, building and leading the services team, and making sure every engagement is delivered on time, within budget, to agreed quality, and at healthy margins. The Professional Services Manager works closely with sales, BD, product, and engineering to convert opportunities into successful deployments, drive customer adoption, and grow repeat and services revenue.

Job Responsibilities & Duties

1. Professional Services Strategy & Leadership

• Define and execute the professional services strategy, service catalogue, and delivery methodology in line with company goals and product roadmap.
• Own the professional services P&L, including services revenue, margins, utilization, and forecasting.
• Develop standardized, repeatable service offerings (implementation packages, integration services, managed services, training, and advisory) to scale delivery.
• Act as the voice of the customer and delivery team to product and engineering, feeding field insights into the product roadmap.

2. Solution Architecture & Technical Design Authority

• Serve as the lead solution architect on key engagements, with overall accountability for the architectural design and delivery of large-scale enterprise and public-sector projects.
• Translate customer business requirements into end-to-end technical solutions covering cloud deployment, system integration, APIs, data migration, and security.
• Create and approve high-level designs (HLDs), low-level designs (LLDs), solution blueprints, and integration architectures, and make sure delivered solutions conform to them.
• Establish reference architectures, design standards, and technical review processes for the services team.
• Consult with technology partners, OEMs, and suppliers on current and future in-scope technologies and services.

3. Engagement Delivery & Project Governance

• Oversee the end-to-end delivery of customer engagements, from kickoff and discovery through design, build, testing, go-live, and handover to support.
• Establish delivery governance, including project plans, milestone tracking, risk and issue management, change control, and status reporting.
• Manage a portfolio of concurrent projects, keeping scope, quality, timelines, and budgets on track.
• Lead escalation management and recovery of at-risk projects.
• Ensure thorough integration and user acceptance testing so that delivered solutions work correctly within the agreed design.

4. Presales, Scoping & Commercials

• Partner with sales, BD, and bid teams on RFP/tender responses, technical and financial proposals, and solution demonstrations.
• Scope engagements accurately and prepare Statements of Work (SOW), effort estimates, resource plans, costing, and pricing for professional services.
• Review proposals and tender write-ups so that solutions are technically sound, deliverable, and meet all requirements.
• Identify upsell and cross-sell opportunities for additional services, change requests, and support contracts across the customer base.

5. Team & Resource Management

• Lead, hire, and mentor a team of solution architects, implementation consultants, project managers, and integration engineers.
• Manage resource planning, allocation, and capacity to balance utilization targets against delivery quality.
• Define career paths, skills matrices, and certification plans to build team capability.
• Manage and coordinate subcontractors and implementation partners where required.

6. Customer Success & Stakeholder Management

• Act as the senior point of contact and trusted advisor for key clients throughout the engagement lifecycle.
• Run steering committee meetings, account reviews, and executive-level progress reporting.
• Drive customer satisfaction, adoption, and value realization, tracking CSAT and post-implementation outcomes.
• Ensure smooth transition from delivery to support and customer success teams.

7. Compliance, Quality & Knowledge Management

• Ensure delivered solutions meet contractual requirements, security standards, data residency regulations, and compliance frameworks (e.g. GDPR, ISO 27001, and applicable local regulations).
• Act as the delivery and technical lead during audits, acceptance testing, and evaluation phases of public-sector projects.
• Build and maintain reusable delivery assets, including templates, playbooks, reference architectures, lessons-learned repositories, and compliance documentation.
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Key Performance Indicators

• Services revenue, gross margin, and billable utilization against target.
• On-time, on-budget delivery of engagements.
• Customer satisfaction (CSAT/NPS) and project acceptance sign-offs.
• Accuracy of estimates and SOWs (variance between scoped and actual effort).
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Required Skills & Competencies

• Proven experience as a Solution Architect designing enterprise and cloud solutions, system integrations, APIs, and SaaS platforms.
• Demonstrated track record of managing professional services, implementation, or consulting delivery for enterprise and public-sector clients.
• Strong project and portfolio management skills, including planning, risk management, change control, and budget tracking.
• Ability to scope engagements, write SOWs, and prepare effort estimates, solution costing, and pricing, with a working understanding of services P&L and margin management.
• Experience in presales, RFP/tender responses, and public-sector bids.
• Leadership experience building and managing teams of architects, consultants, and engineers.
• Excellent client-facing, presentation, documentation, and stakeholder communication skills, including at executive level.
• Strong analytical and problem-solving skills, with the ability to work independently and in teams.