Vice President, Professional Services

This is a fully remote position, open to applicants in Canada.

📋 Description

• Provide executive oversight for all professional services projects, encompassing complex, multi-site, and multi-workstream programs.

• Act as the executive escalation point for strategic implementations and travel to key customer locations.

• Establish and enhance implementation methodology and governance, including phases, stage gates, decision rights, quality controls, and escalation paths.

• Ensure that implementations adhere to documentation, validation, traceability, change-control, and compliance standards required by regulated pharmaceutical manufacturing.

• Design the operating model and team structure for Professional Services.

• Recruit and retain talent while developing hiring plans that balance internal capacity with partner resources.

• Build leadership in delivery, establish succession plans, development paths, coaching, and performance practices.

• Oversee the Professional Services P&L, which includes revenue, gross margin, delivery costs, project profitability, subcontractor expenditures, and investment priorities.

• Develop forecasts for demand, backlog, capacity, skills, and utilization, translating these into staffing and partner plans.

• Set billable utilization targets while maintaining high delivery quality and employee sustainability.

• Implement project financial management processes, covering estimation, staffing, margin tracking, change control, billing readiness, and corrective actions.

• Develop and manage the integration-partner strategy and create a scalable and qualified partner ecosystem.

• Establish joint planning, delivery assurance, performance scorecards, escalation protocols, and executive partner relationships.

• Collaborate with Sales on discovery, solution shaping, delivery strategy, estimation, proposals, statements of work, and executive presentations.

• Align go-to-market strategy, implementation positioning, account priorities, and growth plans with Sales and Customer Success.

• Ensure seamless transitions from sales to delivery and from implementation to support.

• Work with Product, Engineering, Support, Finance, and Legal to enhance implementation readiness and address systemic delivery challenges.

⛳️ Requirements

• 10+ years of progressive experience in enterprise software professional services.

• Significant leadership responsibility for complex implementation portfolios and distributed teams.

• Experience in delivering large enterprise MES, manufacturing, ERP, or other similarly critical operational systems.

• Experience in pharmaceutical or regulated life sciences manufacturing is strongly preferred.

• Proven track record of building or significantly improving implementation methodology, project governance, resource management, and delivery best practices at scale.

• Direct experience in owning and managing a Professional Services P&L.

• Strong understanding of revenue forecasting, gross margin, project economics, backlog, capacity, and billable utilization.

• Experience in creating and managing a systems integration or implementation partner strategy, including partner enablement and delivery governance.

• Executive-level customer leadership experience.

• Strong commercial judgment and experience in supporting complex sales cycles, scoping, estimation, contracting, and change control.

• Bachelor's degree in engineering, technology, business, or a related field.

• Willingness to travel 20-40% as required.

🏝️ Benefits

• Equal opportunity employer.

• Accommodations available upon request for candidates participating in all aspects of the selection process.