Head of Professional Services

Description

The Head of Professional Services sits at the heart of this mission, leading a dynamic team that configures, trains and supports customers after sale. This role transforms how businesses implement SFG20 software, ensuring seamless adoption, higher product usage, and stronger customer satisfaction and retention.

The role owns the professional services function, driving revenue growth through a clear strategy, and leads a high‑performing team while fostering a culture of excellence and customer focus. It also identifies new market opportunities and business growth initiatives.

Key responsibilities include ensuring smooth transitions from Sales to Professional Services, defining implementation strategies with Sales, Product and Customer Success, establishing best‑practice delivery processes, tracking KPIs, and overseeing high‑quality software implementations.

The position manages contracts, reviews purchase orders, collaborates with Sales and Legal on cost estimations, and serves as the primary client escalation point. Building relationships with external stakeholders and industry influencers is essential to position SFG20 as a trusted leader in facilities management.

• Develop and execute a professional services strategy aligned with company goals.
• Lead, manage, and grow a high‑performing team, fostering a culture of excellence and customer focus.
• Identify and evaluate new market opportunities and business growth initiatives.
• Build and manage a skilled team of internal and external trainers and implementation consultants to deliver exceptional services.
• Ensure seamless transitions from Sales to Professional Services with structured, efficient customer implementation plans.
• Drive customer satisfaction and long‑term engagement by demonstrating the value of SFG20 software throughout onboarding.
• Define and align implementation strategies and processes with Sales, Product, and Customer Success teams for a cohesive customer journey.
• Establish and uphold best practices for consistent, high‑quality service delivery.
• Define, track, and report KPIs to measure implementation success and team efficiency.
• Oversee timely, high‑quality implementation of SFG20 software solutions.
• Manage contracts, review purchase orders, and collaborate with Sales & Legal on cost estimations.
• Serve as the primary client escalation point, addressing concerns and ensuring smooth communication.
• Build relationships with external key stakeholders and industry influencers to position SFG20 as a trusted leader in facilities management.

Requirements

Candidates must have proven leadership in SaaS professional services, experience managing implementation projects—ideally in facilities management—expertise in onboarding and training, and a strong track record of revenue‑driving strategies. Strong people, project, and communication skills, along with a willingness to travel, are required.

Desirable experience includes deep knowledge of facilities‑management processes, familiarity with maintenance or asset‑management solutions, and good understanding of CAFM technologies. Key personal traits are a proactive, customer‑first mindset, problem‑solving ability, and strategic, data‑driven thinking.

• Proven leadership in professional services or software implementation within a SaaS or software‑based organisation.
• Experience managing professional services teams and overseeing software implementation projects, ideally in facilities management.
• Expertise in customer onboarding, software implementation, and training delivery.
• Track record of developing and executing strategies that drive revenue growth.
• Strong leadership, people management, and team development skills.
• Experience handling purchase orders and contract negotiations.
• Strong project management skills, managing multiple projects, priorities, and deadlines.
• Excellent communication and presentation skills, translating technical concepts for diverse audiences.
• Willingness to travel for client engagements and industry events.
• In‑depth knowledge of facilities management processes, challenges, and trends (desirable).
• Familiarity with maintenance management solutions or asset management software (desirable).
• Good knowledge of CAFM software and related technologies (desirable).
• Problem‑solving ability with a customer‑first mindset.
• Strategic thinking, with the ability to work autonomously and make data‑driven decisions.
• Right to work and travel within the UK (no sponsorship offered).

Benefits

All applicants must have an existing right to work and travel within the UK, as sponsorship is not offered. The benefits package includes generous holiday allowance, private medical insurance, remote/hybrid working, employee assistance, family‑friendly perks, gym discounts, and additional growth opportunities. SFG20 is an equal‑opportunity employer committed to diversity, inclusion and workplace accessibility.

• 26 days holiday plus bank holidays and the option to buy up to 5 days.
• Private medical insurance with BUPA.
• Remote/Hybrid first working policy.
• Employee Assistance Programme with WeCare.
• Family‑friendly benefits.
• Gym discounts.
• Additional benefits and opportunities for growth.

Training + Development

Interview process

Visa Sponsorship

Security clearance