Overview
In this role you drive the growth and excellence of Benchling's Professional Services in Europe, ensuring successful deployments, high customer satisfaction, and maximum product value. You lead a distributed team, set delivery standards, and partner with Sales to align services with business goals. You’ll champion AI-driven delivery practices and engage with C-level stakeholders to accelerate enterprise adoption. This is a strategic, hands-on leadership role at the intersection of life sciences and enterprise software.
Responsibilities
- Oversee end-to-end delivery quality, timelines, and performance for EMEA PS engagements
- Set and enforce delivery standards for complex, validated, and regulated environments
- Escalation point for at-risk engagements with cross-functional resolution
- Build and retain a distributed Europe-focused team (Zurich, London/Cambridge) and optimize structure and incentives
- Develop onboarding, career paths, and bench strength for consultants and specialists
- Manage partner relationships with systems integrators, overseeing performance and quality
- Decide when to use partner delivery vs. in-house, managing transition points
- Own SOW scoping, staffing forecasts, and financial performance for the EMEA PS book
- Collaborate with Sales on deal structuring for implementations, expansions, renewals with services
- Provide capacity and revenue forecasting to leadership
- Represent PS in executive reviews with enterprise pharma/biotech clients
- Build trusted relationships with technical and scientific stakeholders
- Promote AI delivery practices within PS and with customers
Key requirements
- 8+ years in professional services, implementation, or delivery leadership in enterprise software; life sciences/biotech experience preferred
- Ability to understand Biotech R&D processes and speak with VP/C-Level Scientific & Research IT leaders
- Proven track record building and coaching distributed teams across multiple European countries
- Experience leading managers and ensuring delivery quality and execution
- Direct experience managing delivery through third-party SI partners with accountability for quality
- Strong commercial acumen: SOW economics, margin, forecasting
- Executive presence with technical and scientific buyers; capable of high-stakes EBRs and escalations
- Fluency in English; German or French a plus for DACH/francophone customers
- Genuine enthusiasm for AI-enabled delivery models
- strategic thinking
- stakeholder management
- cross-functional collaboration
- enterprise software delivery
- SOW scoping and financial forecasting
- vendor/partner management
Head of Professional Services, EMEA in London employer: Benchling
Benchling is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the biotech sector. With a strong commitment to employee growth, we provide opportunities for continuous learning, particularly in AI fluency, ensuring our team members are at the forefront of technological advancements. Located in a vibrant area, we embrace diversity and inclusivity, making it a rewarding place for passionate individuals to contribute to meaningful scientific breakthroughs.
