Head of Profesional Services Iberia&LatAm

Mapal Group (es); Madrid; Hybrid; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid working

Private health insurance

Flexible compensation plan

Annual leave carry-over

Team events

Referral bonuses

Job summary

Mapal Group in Madrid seeks an experienced Senior Professional Services or Delivery Manager to lead our Delivery team across Iberia & LATAM. You’ll drive successful SaaS implementations, build strong customer relationships and scale our international Customer Operations function.

You will provide structure, governance and practical delivery improvements, enabling multiple engagements to deliver on time and with value, while developing the regional team and collaborating with Sales, Product and

Qualifications

• Have led Professional Services, SaaS implementation or delivery teams.
• Able to oversee multiple customer implementations and keep the bigger picture in focus.
• Know the B2B SaaS or enterprise software world and understand what successful delivery looks like.
• Enjoy building customer relationships and bringing different stakeholders together.
• Can give projects the structure they need through clear governance and practical delivery methods.
• Have experience balancing team capacity, utilisation and resource needs.

Responsibilities

• Oversee customer implementations across Iberia & LATAM with visibility of progress, risks, dependencies and priorities.
• Ensure clear project scope, governance and customer expectations to improve delivery predictability and time to value.
• Support complex or at-risk engagements, involving customers and executive sponsors while maintaining clear team ownership.
• Lead, coach and develop the regional Delivery team, fostering accountability, knowledge sharing and autonomy.
• Identify capability gaps and strengthen the team’s skills and delivery practices.
• Partner with the PMO and wider Delivery teams to standardise governance, planning, reporting and quality.
• Promote technology, automation and AI to improve efficiency and scalability.
• Manage demand, capacity and resource allocation, monitoring utilisation and forecasting future needs.
• Maintain commercial discipline around delivery effort, scope changes and concessions.
• Collaborate with Sales, Customer Success, Product, Support and Integrations to ensure effective handovers, resolve dependencies and improve the customer journey.

Skills

Delivery leadership

SaaS implementations

Customer relationships

Bilingual Spanish/English

Job description

Mapal is an international B2B SaaS scale-up helping hospitality businesses simplify their operations, empower their teams and improve performance. Headquartered in Madrid, we combine deep industry expertise with AI-powered technology to support essential activities, from workforce management to compliance and operational excellence.

Backed by Eurazeo, a leading European investment group and our majority investor, we are accelerating our international growth and investing in product innovation, with the ambition to shape the future of hospitality technology.

Joining Mapal means being part of an international team in a dynamic, evolving environment, with opportunities to take ownership, contribute ideas and make a tangible impact as we scale.

The role!

We’re looking for an experienced Senior Professional Services or Delivery Manager to lead our Delivery team across Iberia & LATAM.

If you’ve led SaaS implementations, built strong customer relationships and helped teams grow, this could be your next step: a chance to take on broader responsibility within our international Customer Operations team.

You’ll help customers get off to a strong start with Mapal, while supporting your team and improving how we deliver. As we grow, you’ll bring the structure and practical improvements that make implementations smoother, more predictable and more efficient.

The responsabilities

• Oversee customer implementations across Iberia & LATAM, maintaining visibility of progress, risks, dependencies and priorities.
• Ensure clear project scope, governance and customer expectations to improve delivery predictability and time to value.
• Support complex or at-risk engagements, involving customers and executive sponsors while maintaining clear team ownership.
• Lead, coach and develop the regional Delivery team, fostering accountability, knowledge sharing and autonomy.
• Identify capability gaps and strengthen the team’s skills and delivery practices.
• Partner with the PMO and wider Delivery teams to standardise governance, planning, reporting and quality.
• Simplify processes and promote technology, automation and AI to improve efficiency and scalability.
• Manage demand, capacity and resource allocation, monitoring utilisation and forecasting future needs.
• Maintain commercial discipline around delivery effort, scope changes and concessions.
• Collaborate with Sales, Customer Success, Product, Support and Integrations to ensure effective handovers, resolve dependencies and improve the customer journey.

What you will bring

You’ll bring solid experience in Professional Services, SaaS implementation or customer delivery, and feel ready to take on a broader leadership role. We’d love to hear from you if you:

• Have led and developed a Professional Services, Implementation or Delivery team.
• Are comfortable overseeing multiple customer implementations and keeping the bigger picture in focus.
• Know the B2B SaaS or enterprise software world and understand what successful delivery looks like.
• Enjoy building customer relationships and bringing different stakeholders together.
• Can give projects the structure they need through clear governance and practical delivery methods.
• Have experience balancing team capacity, utilisation and resource needs.
• Understand how project scope and delivery decisions affect commercial outcomes.
• Take a practical, organised and collaborative approach to solving problems.
• Work well with Sales, Customer Success, Product and technical colleagues.
• Communicate confidently in Spanish and English.
• Have worked in an international environment and enjoy collaborating across countries and cultures.

Your first year with us

As you get to know our customers, people and ways of working, you’ll gradually focus on:

• Building a clear picture of the Iberia & LATAM delivery portfolio, its priorities and challenges.
• Bringing greater consistency to how we plan, manage and deliver projects.
• Helping teams anticipate risks and deliver against realistic timelines.
• Developing the regional team’s skills, confidence and effectiveness.
• Improving capacity planning and visibility of how resources are used and where more support is needed.
• Building stronger connections between Delivery, Sales, Customer Success and Product.
• Turning improvement ideas into practical changes that help Professional Services scale.

Your impact will come from giving people the clarity, tools and support they need to take ownership and deliver successfully, with you there to guide them through the more complex challenges.

At Mapal, you’ll join an international B2B SaaS team where you can share your ideas, take ownership and see the impact of your work as we grow.

We know flexibility matters. That’s why we offer hybrid working options, flexible start and finish times, and shorter summer hours. You’ll also have access to private health insurance, a flexible compensation plan, local public holidays and annual leave with carry-over flexibility.

There’s plenty to get involved in, too: company events, team offsites, referral bonuses and opportunities to learn from colleagues across the business.

If you enjoy bringing people together, solving practical challenges and working closely with senior leaders, you’ll find plenty of room to contribute and grow with us.