Director of Client Services & Delivery Excellence

Kinetic North America; Milton Keynes; On-site; GBP 120,000 - 165,000; Full time

Job summary

Kinetic North America seeks a visionary Head of Professional Services to lead client onboarding and ongoing customization initiatives, driving value and retention. This role will head a PMO and Delivery function across UK and Offshore, optimizing end-to-end service delivery, building strong client relationships, and pursuing operational excellence within the department.

The successful candidate will focus on scalable service delivery, performance measurement, and continuous improvement to ensure

Responsibilities

• Strategic Vision: Develop and execute strategies to deliver exceptional services, accelerating customer transformation and success.
• Team Leadership and Management: Lead and manage the Professional Services team, ensuring they are motivated, productive, and aligned with the service delivery goals. This includes capacity planning, performance evaluation, and facilitating professional development.
• Service Delivery Excellence: Ensure the timely and successful delivery of software solutions and services according to customer needs and objectives. This includes overseeing the entire service delivery process, from initial planning through to deployment and support.
• Client Relationship Management: Act as the primary liaison between the company and its clients. Manage and build strong client relationships to ensure ongoing satisfaction with delivered services.
• Process Improvement and Quality Control: Continuously assess and improve service delivery processes and practices to enhance efficiency, and quality, and accelerate time-to-value. Implement quality control measures to ensure that all services meet or exceed client expectations.
• Performance Management: Monitor and evaluate the team's performance, identifying areas for improvement and implementing strategies to enhance overall efficiency and productivity. Focus on leading indicators such as Time to Install, Billable Utilisation, NPS and Recovery Rates.
• Process Improvement: Continuously assess and refine the service delivery process to streamline workflows and enhance overall project success rates.
• Collaboration and Communication: Foster effective communication and collaboration within the team and across different departments.
• Promote knowledge sharing and best practices within the PS team, contributing to the continuous improvement of the team’s capabilities.

Job description

Kinetic North America seeks a visionary Head of Professional Services to lead client onboarding and ongoing customization initiatives, driving value and retention. This role will head a PMO and Delivery function across UK and Offshore, optimizing end-to-end service delivery, building strong client relationships, and pursuing operational excellence within the department.

The successful candidate will focus on scalable service delivery, performance measurement, and continuous improvement to ensure