Manager, Professional Services Delivery; EMEA

Overview

Our Professional Services team is the engine of customer value. We are looking for a Manager of Professional Services Delivery to lead our EMEA Delivery and Engagement Managers. This is not a traditional PMO role; it is a high-impact leadership position that requires a blend of commercial acumen, operational rigour, and a "Product-First" mentality. You will be responsible for the regional P&L of your delivery pod, ensuring that implementations are fast, profitable, and strategically aligned with our customers' business goals.

• Strategic Team & Operational Leadership
• Scale the Function:
  Lead, coach, and mentor a multicultural team of Delivery and Engagement Managers. Shift the team from "bespoke execution" to "standardized excellence."
• Operational Rigour:
  Own regional KPIs including Billable Utilization, On-time, On-budget, and Time-to-Value (TTV), Retention (NDR, GDR) and Services Attach Rate.
• Resource Intelligence:
  Lead capacity planning and forecasting to ensure we stay ahead of the sales pipeline while maintaining healthy team margins.
• Executive Governance:
  Act as the senior escalation point for Tier-1 enterprise accounts, turning delivery risks into expansion opportunities.
• Post-Sales Excellence & Value Realization
• Standardize Methodology:
  Refine and enforce our implementation playbooks, ensuring consistency across diverse EMEA.
• Portfolio Health:
  Oversee the EMEA project portfolio, ensuring proactive risk mitigation.
• Cross-Functional Feedback:
  Partner with Product and Engineering to provide a "voice of the customer" loop, ensuring implementation hurdles are addressed in the product roadmap.
• Pre-Sales & Commercial Strategy
• Deal Architecting:
  Partner with Sales to lead services scoping, solutioning, and Statement of Work (SOW) creation for complex enterprise deals.
• Service Attach Rates:
  Drive regional revenue by improving the positioning of our service offerings during the sales cycle.
• Commercial Guardrails:
  Ensure all SOWs are technically feasible and commercially viable, protecting the company from "over-promising and under-delivering."

• SaaS DNA: 7+ years in Professional Services or Consulting specifically within a B2B SaaS environment.
• Leadership Maturity: 2+ years of direct people management experience in a fast-paced, high-growth setting.
• Methodology Mastery:
  Deep knowledge of modern delivery frameworks (Agile, Waterfall, or hybrid) and PSA tools.
• EMEA Savvy:
  Experience navigating the cultural and regulatory complexities of the EMEA market.
• Technical Literacy:
  Ability to hold your own in a room with CTOs and Architects regarding APIs, integrations, and data migrations.
• Sales/consulting background is a big advantage.