Interim Head of Professional Services

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

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