Lead delivery end-to-end.
- Execute the PMO strategy across customer onboarding, implementation, migration, and ongoing managed services - translating strategic direction into reliable, repeatable delivery.
- Ensure every project is delivered within scope, on time, and within budget - and that CSAT and NPS reflect it.
- Serve as the executive escalation point when projects hit risk. You do not wait to be told - you see it coming.
- Develop, enforce, and continuously improve standardised delivery methodologies (Agile, Waterfall, or Hybrid depending on the engagement).
Own the commercial side of services.
- Own the deal economics for managed services - project profitability, gross margins, and commercial accountability for the delivery function.
- Forecast team capacity, manage utilisation, and optimise staffing across implementation specialists, project managers, analysts, and designers to match pipeline demand.
- Work with Sales to scope SOWs accurately. Overpromising at the deal stage is a delivery problem - you have a say in preventing it.
Build and develop the team.
- Lead a team of Project Managers, Implementation Specialists, and Programme Managers.
- Mentor the team on advanced client management, negotiation, risk mitigation, and how to balance client customisation requests against platform scalability.
- Build a culture of product stewardship - the team should be Lucidya's strongest advocates for what the platform does well, not just executors of client requests.
Be the bridge between clients and the business.
- Manage expectations on custom development by bridging communication between clients and Engineering and Product teams - clearly, without overpromising.
- Report project health, velocity, and risk to executive leadership in a way that enables fast decisions.
- Partner with clients on internal capability building - recruitment of client-side resources, upskilling programmes, and adoption ramp plans that increase their self-sufficiency over time.
- Drive continuous improvement. Every delivery cycle should produce lessons that shorten the next one.
You are responsible for outcomes: delivery quality, margin, client satisfaction, and a team that gets better every quarter.
You have 7 10+ years of professional experience, with at least 3 5 years leading project or delivery teams inside a SaaS environment.
- You have run complex, multi-stakeholder enterprise implementations - and you have the scars to prove it.
- You are as comfortable in a C-suite escalation conversation as you are in a weekly project status call. You know how to communicate risk without creating panic.
- You understand the commercial side of services. Margin, utilisation rates, and SOW scope are not someone else's problem.
- You do not manage by spreadsheet alone. You understand what motivates delivery teams and how to build a culture that takes ownership of client outcomes.
- You have a working knowledge of SaaS architecture, APIs, and cloud-based implementations - enough to have credible technical conversations with clients and product teams.
- You hold or have held a PMP, PRINCE2, or Agile/Scrum certification. You apply methodology pragmatically, not dogmatically.
- You are comfortable in a fast-scaling environment where process is still being built. You improve the system while running it.
Culturally, you are:
- Structured but adaptable.
- Client-obsessed but commercially grounded.
- A builder, not just a manager.
- Calm under pressure - and you set that tone for your team.
