VP Professional Services in London

We are seeking an energetic, detail attentive and visionary VP of Professional Services to lead a growing portfolio of customer program delivery across our European and Middle Eastern regions. Reporting to the Global SVP of Professional Services, you will lead direct and indirect teams and will be accountable for the delivery of complex, high-stakes implementation and upgrade programs across existing and new clients.

You will engage directly with our clients and delivery partners to C-Suite Exec level to ensure that our delivery standards meet the high-quality expectations of the insurance market and that programs are completed on time, within scope and budget, and with a level of quality that turns customers into lifelong advocates of EIS organisation and technology. This is a hybrid position, which will involve homeworking, working at our office site locations and on customer premises. Domestic and international travel will be required. Given the regional nature of this role and the customers to whom you will be delivering, the successful candidate for this role will have a home base within the region.

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.
• 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.
• Provide 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.
• 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 & 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.

Preferable:

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

Job 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.
• Incentives and Benefits.
• Allowances: Mobile phone and Internet allowance.
• Benefits: Pension on a Group Pension Scheme Basis, Medical/Dental/Optical Health Insurance for you and your dependents, Income Protection, Death in Service, Travel Insurance.

(All pay components are based on objective, gender-neutral criteria within EIS’s Compensation Policy.)