Head of Professional Services

About Kinetic

At Kinetic we’re redefining operational excellence in higher education, conferencing, and events. As the leading provider of software solutions for student accommodation, event management, catering, and residential services, we help institutions streamline operations, elevate customer experiences, and unlock their full potential.

With over 25 years of experience and trusted by more than 350 institutions worldwide, our software empowers universities and venues to run smarter, faster, and more collaboratively. From bustling campuses to dynamic corporate environments, our technology adapts to the rhythm of each organisation — helping them thrive in a fast-changing world.

But we’re more than just software. We’re a team of passionate problem-solvers, innovators, and collaborators who care deeply about our customers and each other. Our culture is built on empowerment, community, and continuous growth. We believe in giving people the tools, support, and freedom to do their best work — and have fun while doing it.

Joining Kinetic means being part of a purpose-driven business where your ideas matter, your development is supported, and your impact is real. If you’re ready to help shape the future of operational technology in education and events, we’d love to meet you.

As Head of Professional Services, you will own the end-to-end delivery of implementation, onboarding, and post-go-live services for our higher education clients, ensuring they realise value from our platform quickly, measurably, and consistently.

This is a leadership role with real commercial weight. You will be responsible for growing PS revenue, fixing and scaling our delivery model, and building the processes, tools, and team capability needed to serve an enterprise-level client base 'll inherit a team that has grown rapidly, bringing together long-tenured specialists and newer colleagues; your immediate priority will be to bring structure, rigour, and alignment to a function that is ready for its next stage of maturity.

You'll work closely with Sales, Product, and our client-facing teams, acting as the connective tissue between what we sell, what we build, and what we deliver.

• Own PS revenue and utilisation targets; bringing a commercial mindset to how the team is structured, scaled, and deployed.
• Maintain a clear view of the PS pipeline and forecast, providing regular reporting to the COO and board.
• Treat implementation efficiency as a commercial imperative; the leaner and more repeatable our delivery model, the more competitive our onboarding fees and the stronger our margin.
• Partner with Sales to scope, price, and position PS engagements effectively at the point of sale.
• Identify and develop opportunities for post-implementation services, including reporting, integrations, training, and platform enhancements.

• Take full accountability for the successful delivery of implementation and onboarding projects across a portfolio of complex, multi-stakeholder enterprise clients in higher education.
• Define and embed a scalable delivery methodology, standardising project frameworks, governance structures, and quality controls without sacrificing flexibility for complex clients.
• Drive consistent performance against key delivery metrics: time to go-live, on-time/on-budget delivery, and billable utilisation.
• Oversee offshore delivery resource, ensuring alignment on quality, communication, and process.

• Serve as the senior escalation point for strategic client accounts during the delivery lifecycle, handling complex or sensitive situations with professionalism and sound judgement.
• Build trusted relationships with senior customer stakeholders, understanding the operational and strategic pressures they face.
• Proactively identify risks to client satisfaction and intervene early before issues become escalations.
• Ensure that every client interaction reflects the professionalism and credibility of the business, setting and maintaining the standard for how the PS team engages externally.

• Audit the current delivery process…