Interim Head of Professional Services

Gofractional; Greater London; Hybrid; GBP 90,000 - 150,000; Full time

Benefits offered by this job

Profit sharing

Annual leave 25 days

Long service entitlement

Flexible working

Private health insurance

Dental & optical cover

EAP

Childcare benefit

Cycle to work

Tech buying

Eye test

Company pension

Professional development

Job summary

Artlogic is seeking an Interim Head of Professional Services in London. The role leads the Professional Services function, overseeing Migration Services and Design Studio within a hybrid London setup (minimum 2 days in office). Reports to the VP of Customers and collaborates with Customer Success, Support, Sales, Product and Engineering.

You will drive transformation, governance and a strong customer experience while delivering high-quality results across projects and programs.

Responsibilities

• Lead transformation of the Professional Services function, aligning Migration Services and Design Studio with clear priorities and governance.
• Improve the operating model, project journeys, processes and tooling to drive consistency, efficiency and outcomes.
• Provide leadership to Migration Services and Design Studio, enabling autonomy and high-quality delivery.
• Establish governance across delivery, customer experience, capacity, performance and risk.

Skills

Strategic leadership

Client-facing

Operations management

Job description

Interim Head of Professional Services

Reports to: VP of Customers

Works With: Customer Success, Support, Sales, Product and Engineering teams

Manages: Migrations team, Design Studio team

Hours: 37.5 pw (9.30am–6pm Monday to Friday)

Term: Interim

Location: London (Hybrid - minimum 2 days per week in office)

Key Responsibilities

Leading Professional Services

• Lead the Professional Services function through transformation, bringing Migration Services and Design Studio together with clear priorities, ownership and ways of working.
• Assess and improve the Professional Services operating model, project journeys, processes, governance and tooling to drive consistency, efficiency and customer outcomes.
• Build on the expertise already within Professional Services, giving experienced specialists the clarity, autonomy and support to deliver high-quality outcomes.
• Establish clear operating rhythms and governance across project delivery, customer experience, capacity, operational performance and business risk.
• Use customer, project and operational data to identify trends, manage risks and opportunities and inform decision-making.

Management of the Professional Services Team

• Provide clear day-to-day leadership and priorities across Migration Services and Design Studio, ensuring alignment with Professional Services and wider Customer team goals.
• Coach and develop team members and leaders, providing targeted development, training and support to strengthen individual and team performance.
• Establish consistent management rhythms, including one-to-ones, performance reviews, coaching and team meetings.
• Support recruitment, onboarding, succession and resource planning to build team capability and resilience.
• Lead the team through organisational change, creating clarity and momentum while encouraging collaboration, knowledge sharing and continuous improvement.

Customer Experience & Project Delivery

• Own the end-to-end Professional Services customer experience, ensuring projects are delivered to a consistently high standard, within agreed scope and timelines.
• Strengthen the customer journey from sale through delivery and handover, establishing clear ownership and seamless transitions between Sales, Professional Services and Customer Success.
• Use customer feedback, recurring pain points and project insight to identify opportunities to improve the Professional Services experience.
• Act as a senior escalation point for complex or sensitive customer situations, balancing customer outcomes with commercial and operational considerations.
• Ensure customer risks are surfaced early and managed effectively with Customer Success and other relevant teams.
• Resolve recurring operational and customer challenges at root cause, embedding sustainable improvements.

Professional Services Operations & Transformation

• Assess and optimise Professional Services operations, including project processes, customer journeys, tooling, automation and operational efficiency.
• Oversee project allocation, scheduling and capacity planning, ensuring resources are deployed effectively across customer projects and strategic priorities.
• Establish effective operational reporting and use project, capacity, customer and commercial data to drive action and improve planning.
• Strengthen project scoping, handover and delivery processes to reduce delays, scope issues and customer friction.
• Lead continuous improvement across the function, ensuring changes are practical, embedded and sustainable beyond the interim period.

Commercial Impact of Professional Services

• Develop Professional Services as an effective partner to Sales, Customer Success and the wider Customer organisation, contributing to retention and long-term customer value.
• Build greater visibility of Professional Services commercial performance, including bookings, recognised revenue, utilisation, pricing, discounts and delivery economics.
• Partner with Sales on complex service requirements, project scoping, pricing and discount requests, balancing customer needs with sustainable delivery.
• Work with Customer Success to identify and act on customer risks and opportunities during Professional Services engagements.
• Identify opportunities for Professional Services to solve additional customer problems, deepen relationships and create value beyond individual projects.

Strategic Migrations & ArtCloud

• Lead and provide senior oversight of strategic Professional Services initiatives that improve customer experience, effectiveness and scalability.
• Own the Professional Services contribution to programmes supporting and accelerating customer migrations to ArtCloud, ensuring clear priorities, ownership, governance and delivery.
• Develop migration approaches, customer cohorts, sequencing and timelines with key stakeholders across the business.
• Maintain oversight of programme progress, dependencies, risks and issues, ensuring appropriate action is taken.
• Own senior customer escalations relating to strategic migration programmes and drive issues through to resolution.
• Lead relevant testing, pricing, process and cross-functional initiatives required to deliver Artlogic's migration strategy.

Cross-Functional Leadership

• Build strong working relationships across Customer Success, Sales, Support, Product and Engineering to create a unified customer experience.
• Establish clear ownership, handovers and ways of working between Professional Services and teams across the customer lifecycle.
• Create effective customer and team feedback loops that inform product development and operational improvements.
• Identify and remove cross-functional blockers affecting customer outcomes, bringing together the right stakeholders to drive resolution.
• Support executive reporting through clear analysis and recommendations on Professional Services priorities, risks and opportunities.

About You

• An experienced leader from a client-facing, project-based services environment, ideally within a creative agency, design studio, digital business or similar environment.
• Experience delivering or managing client projects directly before progressing into a leadership or player-coach role would be advantageous.
• A strong people leader who can bring together established teams, build on existing expertise and coach and develop specialists and managers.
• Able to quickly understand an existing function, identify opportunities for improvement and turn strategy into practical action.
• Experience developing scalable project delivery processes, governance and ways of working, including capacity planning, resource allocation and prioritisation.
• Strong customer judgement and confidence managing complex or sensitive escalations while balancing customer needs with commercial and operational realities.
• Commercially and analytically minded, comfortable using customer, project and operational data to identify risk and make informed decisions.
• Experienced working cross-functionally with Sales, Customer Success, Support, Product and Engineering.
• Comfortable balancing strategic leadership with hands-on delivery and operating effectively through change and ambiguity.
• A customer-first, pragmatic approach, with a focus on leaving behind stronger teams and sustainable ways of working.

What We Offer

• Company profit sharing scheme
• 25 days annual leave (plus 10 public holiday days)
• Long service entitlement
• Flexible working
• Premier private health insurance including dental, optical & EAP
• Childcare nursery benefit scheme
• Cycle to work scheme
• Tech buying scheme
• Free eye test
• Company pension scheme
• A focus on continued professional development including access to courses and training programs