Vice President, Professional Services

📋 Description

• • As the Vice President of Professional Services & Operational Excellence at Computer Systems, Inc. (CSI), you will be instrumental in shaping and leading the post-implementation service delivery strategy across the organization. This pivotal executive role is responsible for ensuring that every client project, consulting engagement, and strategic program is delivered with world-class quality, fostering exceptional client experiences and embedding a culture of operational discipline that drives consistency, scalability, and predictable, positive outcomes.
• • You will own the end-to-end success of Professional Services, encompassing everything from initial client onboarding and project execution to strategic program management and customer enablement. This includes the critical task of ensuring predictable, high-quality delivery by championing and enforcing standardized enterprise methodologies, robust governance frameworks, and effective utilization of tools.
• • A key facet of this role involves driving the financial performance of the entire Professional Services portfolio. This means meticulously overseeing and optimizing utilization rates, maximizing profit margins, enhancing delivery efficiency, and ensuring the accuracy of financial forecasts. Your strategic financial oversight will be crucial for the sustained growth and profitability of the services division.
• • You will be the ultimate authority on the design, deployment, and continuous refinement of our operating models, delivery processes, and performance frameworks. This involves establishing and rigorously managing Key Performance Indicators (KPIs), developing insightful dashboards, and conducting regular operational reviews to systematically enhance delivery predictability and identify areas for improvement.
• • Your mandate will include proactively identifying operational bottlenecks and implementing scalable, sustainable improvements that boost quality, accelerate delivery speed, and increase repeatability across all service engagements. Furthermore, you will ensure strict adherence to all regulatory, security, and audit requirements, maintaining the highest standards of compliance.
• • In this senior leadership position, you will serve as a primary escalation point for strategic customers, demonstrating exceptional problem-solving skills and a commitment to client success. You will also act as an executive sponsor for key accounts, ensuring that service delivery is tightly aligned with customer business objectives, driving deep adoption, maximizing value realization, and cultivating long-term, trusted relationships.
• • A significant part of your role will be partnering closely with the Account Management team to identify and capitalize on expansion opportunities that arise during and after service engagements, fostering a seamless and integrated client journey.
• • You will lead, mentor, and develop a high-performing organization comprising Directors, Managers, Consultants, and Operational Excellence leaders. Your leadership will be key in building a strong culture characterized by accountability, a commitment to continuous learning, and unwavering operational rigor.
• • To foster expertise and excellence, you will establish and nurture communities of practice, enabling knowledge sharing and the strengthening of solution expertise and delivery best practices across the teams. You will also ensure that your teams are fully prepared and equipped to handle new products, enhancements, and strategic initiatives by collaborating closely with Product, Enablement, and Training departments.
• • Collaboration is central to this role. You will work hand-in-hand with the Sales team to ensure accurate scoping, effective solution design, and strategic deal positioning, guaranteeing that Professional Services is set up for successful delivery from the outset. You will partner with Product Management and Engineering to ensure alignment on product roadmaps, release readiness, and to establish effective customer feedback loops that inform product evolution.
• • Furthermore, you will coordinate closely with Support and Customer Support teams to guarantee seamless handoffs, shared KPIs, and an consistently exceptional customer experience. You will also liaise with Finance, HR, and other corporate functions to ensure efficient business operations, effective workforce planning, and sound P&L management, contributing to the overall operational health of the company.
• • This role is critical in driving the company's mission to empower financial institutions with innovative technology and exceptional service, ensuring our clients achieve their business goals through our solutions.