Projects and Programs Manager

theaccessgroup; India; Hybrid; INR 350,000 - 550,000; Full time

Job summary

The Access Group is seeking a Senior Professional Services Manager in India to lead a mid-size team delivering high-quality SaaS implementations across multiple geographies, including UK and GoC locations.

You will drive AI-enhanced delivery, manage resources with data-driven approaches, and partner with Sales to grow recurring revenues while maintaining exceptional customer outcomes.

Qualifications

• Proven experience leading professional services teams in SaaS or enterprise software with some P&L exposure.
• Experience managing multi-geography delivery teams of 15+ people across UK/US/India corridors.
• Experience adopting AI, automation or digital delivery models within a services context.
• Strong financial awareness to manage utilisation, margin and delivery budgets.
• Hospitality technology experience is a plus.
• Bachelor's degree; advanced degree preferred.

Responsibilities

• Lead and develop a team of 15-40 consulting and technical professionals across geographies (UK, India, GoC locations).
• Drive day-to-day delivery excellence, ensuring projects are delivered on time, to scope and with measurable customer outcomes.
• Manage resource allocation, utilisation and workload planning using data-driven approaches and AI tooling.
• Coach team members in AI literacy and digital delivery methods to raise capabilities.
• Build a high-performance culture grounded in accountability and continuous improvement.
• Champion AI-first delivery practices and scale AI-powered innovations across the portfolio.
• Own P&L with focus on margin improvement and recurring revenue growth.
• Ensure customer delivery experience with strong NPS and proactive issue resolution.

Skills

Team leadership

AI adoption

Multi-geography delivery

SaaS/enterprise software

P&L awareness

Hospitality tech familiarity

Education

Bachelor's degree

Advanced degree preferred

Tools

AI tooling

Automation tools

Data analytics

Job description

We're looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We'll work with you to progress your success plan and provide opportunities to accelerate your career.

Role Overview

As Senior Professional Services Manager, you will lead a mid-size team of 15-40 consulting and technical professionals, driving high-quality delivery outcomes across our global Hospitality customer base. This role blends operational delivery leadership with a forward-looking focus on AI-enhanced methodologies, multi-geography execution, and recurring revenue growth.

Key Responsibilities

Delivery Leadership & Team Management

• Lead and develop a team of 15-40 consulting and technical professionals across multiple geographies, including UK and our GoC locations
• Drive day-to-day delivery excellence, ensuring projects are delivered on time, to scope and with measurable customer outcomes
• Manage resource allocation, utilisation and workload planning using data-driven approaches and emerging AI tooling
• Support team members with coaching, career development and skills growth - particularly in AI literacy and digital delivery methods
• Build a high-performance team culture grounded in accountability, collaboration and continuous improvement

AI-Enhanced Delivery

• Champion AI-first delivery practices within your team, adopting automation tools, AI Configuration Agents, and intelligent orchestration to reduce implementation timeframes
• Partner with the India GoC to test and scale AI-powered delivery innovations, including predictive project health monitoring and automated deployment tools
• Support the transition from project-based to outcome-based delivery models incorporating Fusion (embedded ARR onboarding) and FlexPoints commercial structures
• Contribute to the development of digital-first delivery blueprints combining self- service tools, AI assistants and remote enablement

P&L & Commercial Accountability

• Hold responsibility for a defined services P&L, with focus on margin improvement, cost efficiency and utilisation targets
• Support the broader services recurring revenue growth agenda - contributing to the shift from 12% to 60% recurring revenue over the strategic period
• Partner with Sales and Account teams to position Professional Services as a strategic growth lever and help scope AI-powered service engagements
• Identify opportunities to expand delivery through outcome-based commercial models that tie service delivery to measurable customer business results

Customer Experience & Value Creation

• Own the customer delivery experience across your portfolio, driving strong NPS and proactive issue resolution through data-led project governance
• Develop customer success blueprints demonstrating ROI and accelerating product adoption - with a focus on hospitality-specific use cases such as revenue optimisation, guest personalisation and operations automation
• Act as a senior escalation point for delivery issues, using AI-powered insights to intervene early and resolve proactively
• Feed customer and implementation insights back to Product teams to influence the AI and platform roadmap

Operational Excellence

• Implement and maintain project governance frameworks, including real-time health scoring and automated reporting
• Drive delivery process improvements across the team, reducing manual effort through automation and standardisation
• Leverage global talent pools across the UK, India, Timișoara and KL to optimise delivery capacity and cross-skilling
• Contribute to the broader Delivery Centre of Excellence through sharing best practices, reusable playbooks and lessons learned

The Person

Essential Experience

• Proven experience leading professional services teams in SaaS or enterprise software environments, with some P&L exposure or accountability
• Track record of managing multi-geography delivery teams of 15+ people, including working across UK/US/India corridors
• Demonstrated experience adopting AI, automation or digital delivery models within a services or implementation context
• Strong financial awareness with the ability to manage utilisation, margin and delivery budgets
• Experience in hospitality technology or adjacent verticals (retail, travel, entertainment) is a plus
• Bachelor's degree from an accredited institution; advanced degree preferred

Highly Desirable

• Hands-on experience implementing AI/ML solutions in customer-facing professional services contexts
• Familiarity with modern delivery methodologies - Agile, DevOps, Design Thinking - applied to enterprise implemen