VP Professional Services

Key Responsibilities

• Building Customer Trust & Advocacy: Engage directly with senior stakeholders within client and partner organisations to build trust, confidence and advocacy in our organisation, technology, delivery capability and results.
• Leadership: Lead, constructively challenge, inspire and coach our teams, partners and customers within delivery programs creating a trusted, high performing environment.
• Precision in Delivery: Adopt a "zero-defect" mentality, ensuring programs within your portfolio are delivered to time, cost and quality parameters.
• Program & Performance Assurance: Assure the delivery of programs within your portfolio to deliver to customers and our business target objectives. 
• Customer Issue Remediation: Own and drive remedial actions where necessary, lead customer escalation resolution.
• Financial Performance: P&L accountability for portfolio of existing and new programs.
• Sales: Work with sales colleagues to build and demonstrate winning propositions for extension and new business.
• Continuous Improvement / AI adoption: Proactively search for and implement improvements in our delivery methodology to improve customer time to value and our global operational efficiency and standards.
• Customer Advocacy: Deliver outcomes that impress the customer to the extent that they are willing advocates of our technology and our business.

Responsibilities Include:

• Build trusted senior client and partner relationships.
• Support sales colleagues in pre-contract activities, scoping and estimating, pre-sales client engagement.
• Ensure customer success and advocacy across the program lifecycle proactively identifying and addressing areas of customer concern.
• Minimise and manage client escalations.
• Operate a robust and scalable program assurance routine that enables the delivery of predictable outcomes for us and our customers.
• Identify portfolio risks, prepare risk mitigation plans and follow up on corrective actions.
• Provides direction, coaching, advice and mentorship to EIS Group team members
• Ensure EIS financial goals are met and that scope change and customer dependency achievement are robustly managed.
• Ensure compliance with EIS standards and practices in all aspects of the program.
• Identify opportunities to expand EIS relationships with our customers; this may include new EIS products/components, or expanding to a broader footprint in the customer’s organization.

Key success measures:

• Customer satisfaction and advocacy throughout the program delivery lifecycle.
• Delivery of target program outcomes across quality, time and financial dimensions.
• Pan organisation profitable revenue growth.
• P&L targets achieved.
• Positive contribution to the continuous evolution and improvement of our delivery methodologies and the wider business.
• Contributing positively and building the organisation's culture.

Skills, Knowledge and Expertise

• Business and People leader with gravitas that inspires confidence in all stakeholders including customer C-suite executives.
• 10 years plus experience in enterprise IT platform and software program management preferably in the insuretech domain.
• Portfolio P&L Management ownership experience.
• Ability to understand complex business processes and supporting technology.
• Significant Experience of leading and coaching teams of Senior Program Management, Project Management, Consulting and Technical staff.
• Experience with leading partners and colleagues in multicultural, global located teams.
• Ability to juggle multiple competing demands for time, activity and resources.
• Practical experience in Waterfall and Agile methodologies.
• Knowledge of end-to-end implementation practices across skills (BA, Architecture, Development, QA).
• Self-starter, self-motivated, self-directed, comfortable in a semi-structured environment.
• Keen to continue to develop and grow personal capabilities.
• Ability and willingness to travel (including internationally).
• Strong written and spoken English language skills.
• Ability to create and maintain a positive working culture, works with a smile and with positivity.

• Bilingual or multilingual.
• Certifications SAFe, Scrum/Agile, PMP.

Benefits

• Work with top talent and great colleagues who are industry and technology experts. 
• Operate in a Scaled Agile environment, diverse, multicultural and cross-functional teams
• We are a global and modern software product company building world-class Enterprise InsurtTech Product powered by leading-edge technologies (microservices, reactive, cloud, continuous delivery)
• Flexible working hours and remote work
• Employee referral program

• Mobile phone and Internet allowance 

• Pension on a Group Pension Scheme Basis
• Medical/Dental/Optical Health Insurance for you and your dependents
• Income Protection
• Death in Service
• Travel Insurance