Head of Professional Services

At Mercury, we're redefining how recruitment and staffing firms use technology. Our cloud-based SaaS platform - a staffing-specific ATS and CRM built natively on Microsoft Dynamics 365 and the Power Platform - helps firms automate, scale, and perform at their best. Unlike legacy tools that bolt on integrations and AI after the fact, Mercury gives staffing leaders a single, governed system of record with enterprise-grade security, automation, analytics, and AI built in from the ground up.

Founded in 2014, we've grown rapidly into a global organisation with teams across the UK, US, Japan and Australia. Our development team builds and maintains Mercury's Core product - a Power Platform model-driven application supported by a suite of web services and Azure resources.

What you'll do

This is a senior leadership role, where you'll own how Mercury delivers implementations everywhere we operate.

You'll lead our Professional Services function through a group of Team Leads covering Project Management, Product Deployment, Product Consultancy, Data Analysis and Training. You'll also set the global delivery standards that our regional project and implementation teams follow. Some of the people you influence won't report to you, so you'll lead through clarity, credibility and strong governance as well as line management.

You'll be involved in:

• Holding overall accountability for delivering all new Mercury implementations across every region, alongside smaller customer projects and workstreams.
• Leading, coaching and developing a multi-disciplinary team through your Team Leads, and building a culture of accountability, quality and customer focus.
• Owning and improving Mercury's implementation methodology, governance framework, delivery controls and reporting standards.
• Keeping portfolio-level visibility of project health, milestones, risks, issues, dependencies and change requests, and acting early when something drifts.
• Owning capacity planning, demand forecasting and resource allocation across Professional Services, and working closely with our Data leadership to secure data engineering resource for customer projects.
• Providing informed oversight of data migration on every implementation: challenging plans and assumptions, and making sure sequencing, validation, reconciliation and sign-off are done properly.
• Acting as the senior escalation point for customers and colleagues, leading recovery plans for projects at risk with pace, structure and calm.
• Building trusted relationships with senior and executive customer stakeholders, and challenging them constructively when a different approach will serve them better.
• Protecting Mercury's commercial position through robust scope and change control, budget tracking and an honest view of what delay, rework and scope creep really cost.
• Contributing to pre-sales and project shaping so that what we sell is achievable to deliver.
• Making sure project retrospectives happen and that the lessons feed into future delivery and our Statements of Work.
• Working closely with Product, Development, Support, Customer Success, Commercial, Finance and regional leadership.

What we're looking for

We're looking for an experienced Professional Services or delivery leader who has run a busy, continuously active portfolio of business-critical software implementations, such as CRM, ERP or similar enterprise systems. We mean large or complex implementations, not only small point solutions.

You don't need to have delivered Microsoft Dynamics 365 or worked in recruitment technology before. What matters most is that you know enterprise software implementation inside out, and that you've brought structure, predictability and commercial discipline to a delivery function.

We're looking for someone with:

• Significant leadership experience in enterprise software implementation or Professional Services.
• A track record of managing large, complex implementation projects, both directly and through others.
• Programme and portfolio management experience across several concurrent implementations on an ongoing basis.
• A strong understanding of the full implementation lifecycle: discovery, design, configuration, data migration, testing, training, cutover, go-live and transition to support.
• A strong practical understanding of data migration: its stages, dependencies, technical approaches and the common pitfalls. You won't need to do it hands‑on, but you'll know what good looks like and when to challenge.
• Exceptional risk, issue and escalation management, including handling senior and C‑level customer stakeholders.
• Strong commercial awareness and experience of scope and change control.
• Experience of resource management, capacity planning and leading multi‑disciplinary teams.
• A record of setting up and improving delivery governance, standards, reporting and decision‑making forums.
• Evidence of continuous improvement and scaling delivery operations.
• Excellent communication, coaching, influencing and decision‑making skills.

You don't need to tick every box below, but we'd be particularly interested if you have experience with:

• Delivering Microsoft Dynamics 365, Power Platform, CRM, ATS or ERP solutions.
• Leading global or multi‑regional Professional Services delivery.
• Working in recruitment, staffing or a related professional services environment.
• A recognised programme or project management qualification, such as MSP, PgMP, PMP or PRINCE2.

Just as importantly, you'll be visible, decisive and calm when things get complicated. You'll balance customer success, delivery quality, team health and commercial performance, and you'll enjoy creating clarity where priorities compete.

Why Mercury

At Mercury, we pride ourselves on fostering a vibrant company culture that strikes the perfect balance between professionalism and a modern, enjoyable work atmosphere. Our commitment to employee well‑being and growth sets us apart. Here’s what you can expect when you join our team:

Healthy Work-Life Balance: Hard work is essential, but we understand that it doesn’t mean endless hours. Unsociable work schedules are not the norm here. We believe in productivity and not burnout.

Agile and Empowered: Our commitment to Agile and Scrum methodologies empowers our developers. From top management down, everyone understands the importance of efficient processes and collaboration.

Flexible Environment: We embrace flexible working arrangements.

Open Communication: Transparency is key. We encourage open dialogue, active listening, and constructive feedback. Your voice matters.

Gratitude and Autonomy: We appreciate hard work and celebrate achievements. You’ll have the autonomy to make an impact and contribute meaningfully to our success.

Accessible Leadership: Our leadership team is approachable and supportive. You’ll find guidance and mentorship readily available.

Equality and Inclusion: We champion diversity and equality. Everyone deserves respect, fairness, and equal opportunities.

Investment in Growth: We provide training and career growth opportunities. Don’t just take our word for it, our team members’ testimonials speak volumes.

What we offer

• Great learning and development plan
• Microsoft certifications paid for and supported by Mercury
• Permanent Health Insurance (PHI)
• Health Cash PlanCritical Illness Cover
• Electric Car Vehicle Scheme
• 25 days holiday per year
• 1 full extra day “free holiday” on your Birthday
• Free parking
• Increased holiday entitlement based on length of service

Location

At Mercury, we believe in the power of face-to-face collaboration. That's why we encourage our team members to join us at our Coleshill office 3 days per week. However, we're all about flexibility, so we support remote work the remaining days if that's your preference.

#J-18808-Ljbffr

Full job description from WhatJobs. Apply for this role →