Head of Professional Services & Client Delivery

Head of Professional Services & Client Delivery

Toronto

CAD 80,000 - 100,000

Synopsis of the role

The Head of Professional Services & Client Delivery will oversee all Equifax Canada Client facing professional services and client delivery. This position will report to the Chief Operations Officer and will be responsible for defining and executing the strategy of professional services. Will manage a team of dedicated and diverse project and delivery specialists, ensuring the successful delivery of Equifax products and services to our valued clients. This position is hybrid, requiring work in office 3 days a week.

What you will do

Strategic Leadership

1. Develop and execute the professional services strategy aligned with business goals.
2. Manage and grow services revenue, profitability, and services pricing strategy.
3. Collaborate with Sales, Product, and Operations teams to drive cross-functional success.

Service Delivery Management

1. Ensure successful delivery of client projects and engagements, meeting quality, timeline, and budget targets.
2. Manage, negotiate, and coordinate with technology and business stakeholders on prioritization of tactical and strategic delivery initiatives, as well as monitor the entire project process.
3. Oversee resource planning, allocation, and utilization across multiple projects.
4. Implement scalable service delivery models and frameworks to handle growth.
5. Oversee end-to-end client delivery testing and innovate in testing automations and ongoing improvement of overall quality.
6. Manage business requirements documentation and test cases development.
7. Leverage their solid understanding of Equifax Canada priorities, objectives, requirements and challenges and their impact on the client delivery model in order to effectively deliver.
8. Conduct regular in-depth root-cause analysis and implement corrective actions to ensure consistent improvement of overall quality and customer satisfaction.

Client Relationship Management

1. Build and nurture relationships with key clients, ensuring satisfaction and retention.
2. Serve as an escalation point for complex client issues.
3. Identify opportunities to expand business within existing accounts (upselling/cross-selling).

Team Leadership and Development

1. Recruit, mentor, and retain top talent for the professional services team.
2. Foster a culture of collaboration, continuous learning, and accountability.
3. Drive employee engagement and professional development initiatives.

Process Improvement

1. Establish and optimize processes, tools, and methodologies to enhance operational efficiency.
2. Monitor industry trends and incorporate best practices into service delivery.
3. Implement processes, practices, and tools allowing for multiple paths of delivery. i.e., create simplified, consistent, reusable, efficient, and flexible methodologies.
4. Manage the professional services budget, revenues and ensure cost-effectiveness and profitability.
5. Develop forecasts, monitor revenue, and ensure financial targets are achieved.

What Qualifications You Need

1. Bachelor’s degree in Business Administration, Computer Science, Engineering, or a related field.
2. An MBA or equivalent advanced degree is often preferred for the strategic and business acumen required.
3. Minimum 10+ years of experience in Professional Services, Consulting, or Customer Success roles.
4. At least 5 years of experience in a senior leadership or management position, overseeing teams and budgets.
5. Hands-on experience managing client relationships, resolving conflicts, and delivering complex projects.
6. Track record of working with C-suite stakeholders and translating business needs into technical solutions.

What Could Set You Apart

1. Proficiency in project management tools (e.g., PMP, Jira, Asana) and methodologies (e.g., Agile, Waterfall).
2. Superior problem-solving and analytical skills.
3. In-depth understanding of the Banking, Financial Services industry or technology relevant to the company’s professional services.
4. Project Management: PMP, PRINCE2, or Agile certifications.
5. IT Service Management: ITIL certifications.
6. Industry-specific certifications (e.g., Six Sigma, cloud certifications).