Head of Professional Services

Jobtailor; Berlin; Vor Ort; EUR 120.000 - 180.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a results-driven Delivery Lead to oversee a newly established global team of approximately 15 Implementation Consultants and Managed Services specialists. Based in Berlin, this executive will report to the COO, shape the delivery agenda, and safeguard margins across EMEA, India, and North America.

You will align capacity with strategic accounts, drive P&L accountability, coach senior staff, and champion a culture of operational excellence.

Qualifikationen

• Proven track record of directly leading a technical or services delivery team of a similar size without relying on team leads.
• Experience using capacity to support customer retention and value creation, not purely billable utilization.
• Experience shaping operational structures, bringing global groups together, and navigating organizational change directly.
• Strong services delivery experience in data-heavy, integration-heavy, or technical environments (e-commerce, retail, martech/adtech).
• Clear understanding of project management, delivery margins, estimation risks, and P&L accountability.
• Ability to proactively collaborate with Sales and Customer Experience stakeholders without relying on formal mandates.
• Based in Berlin, fluent in English.
• Flexibility to collaborate across EMEA, India, and North America time zones.

Aufgaben

• Lead a global team of Implementation Consultants and Managed Services specialists.
• Report directly to the COO and manage daily operations, team structure, and delivery margins.
• Directly manage a flat team distributed across EMEA, India, and North America.
• Foster a unified culture with shared standards and equal growth opportunities.
• Design and own intake, scheduling, delivery standards, tooling, and performance tracking.
• Partner with Revenue and Customer Experience leadership to deploy reserved capacity into key accounts and protect or grow NRR.
• Own delivery margin, capacity planning, and the unit P&L.
• Balance profitable execution with strategic customer value.
• Coach every team member across implementation projects and recurring services.
• Serve as senior point of contact for complex enterprise deliveries and high-stakes technical escalations.

Kenntnisse

Team leadership

P&L accountability

Project management

Customer retention

Jobbeschreibung

• Lead a newly established global team of approximately 15 Implementation Consultants and Managed Services specialists
• Report directly to the COO
• Manage the unit’s daily operations, team structure, and overall delivery margins
• Directly manage a flat team distributed across EMEA, India, and North America
• Foster a unified culture with shared standards and equal growth opportunities
• Design and own intake, scheduling, delivery standards, tooling, and performance tracking
• Partner with Revenue and Customer Experience leadership to deploy reserved capacity into key accounts and protect or grow NRR
• Own delivery margin, capacity planning, and the unit P&L
• Balance profitable execution with strategic customer value
• Coach every team member across implementation projects and recurring services
• Serve as senior point of contact for complex enterprise deliveries and high-stakes technical escalations

Requirements

• Proven track record of directly leading a technical or services delivery team of a similar size, without relying on team leads
• Demonstrated success using team capacity to support customer retention and value creation, not purely billable utilization
• Success shaping operational structures, bringing global groups together, and navigating organizational change directly
• Strong services delivery experience in data-heavy, integration-heavy, or technical environments, such as e-commerce, retail, martech/adtech
• Clear understanding of project management, delivery margins, estimation risks, and P&L accountability
• Ability to proactively collaborate with Sales and Customer Experience stakeholders without relying on formal mandates
• Based in Berlin
• Professional fluency in English
• Flexibility to collaborate across EMEA, India, and North America time zones

Core Competencies

Demonstrates strong leadership in managing a global team of Implementation Consultants and Managed Services specialists, with a focus on operational excellence, customer retention, and P&L accountability. Proven ability to foster collaboration across diverse teams and navigate complex project deliveries in data-heavy environments.

Highest-signal resume keywords

• Team Leadership
• Services Delivery Experience
• P&L Accountability
• Project Management
• Customer Retention

Hard Skills

• Capacity Planning
• Delivery Standards
• Performance Tracking
• Operational Structures
• Estimation Risks

Soft Skills

• Collaboration
• Coaching
• Cultural Fostering

Industry Keywords

• E-Commerce
• Retail
• Martech
• Adtech
• Technical Escalations