Regional Head of Services Delivery – Europe in City of Westminster

Who are we? At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.

In Universal Banking, we are on a journey to evolve our Professional Services operating model as we support customers to shift from on-prem to cloud-based and software-as-service solutions. We are seeking an exceptionally strong Regional Head of Services Delivery (for Europe) with professional services and financial services experience to support our customers to implement and deploy our Fusion Essence Solution.

Responsibilities and Accountabilities

• Responsible for the implementation, deployment, and customer onboarding for all Fusion Essence customers in the European region across different project types - net new names, migrations, updates/upgrades etc.
• Oversee customer projects in Europe region to ensure quality of deliverables, manage customer expectations and deliver on customer commitments.
• Work collaboratively with the Pre-Sales and Sales team to estimate the professional services side of proposals, creating the Statement of Work (SOW) and working with the customer and legal to negotiate the SOW.
• Manage the revenue and cost forecasting to meet financial targets by effectively handling project backlog and cost projections vs estimations.
• Manage a team of Functional and Technical Consultants aligned to region and segment expertise, and allocate appropriately to customer projects.
• Provide functional and technical oversight of all implementations, deployment and onboarding activities across multiple core banking, digital and analytics solutions within the Universal Banking Portfolio.
• Act as the primary link between Product and Services to ensure alignment between customer commitments and product roadmap and release schedule.
• Liaise with PMO and Delivery COE to ensure alignment of resources and ability to meet customer commitments.
• Proactively manage the customer throughout the implementation to ensure project success, gain customer feedback, and improve customer satisfaction and reference-ability.
• Act as the first point of resolution for in-region customer escalations, identify issues and mitigate impact on customer delivery.
• Drive the professional development of consultant resources to build their technical and sector expertise to provide greater value to our customers.
• Develop internal talent with proactive succession planning to ensure a strong talent pipeline and positive team culture.
• Hire the right talent to build on our existing capability with fresh experience and ideas focused on accelerating value for our customers.
• Drive continuous improvement culture, including but not limited to standardizing and improving delivery process, controls, coordination with Cloud IT, Product and Support teams.
• Enable and manage partner resources assigned to projects ensuring required performance, compliance to process standards and diligence in tracking/reporting.

Experience

• Team leadership in a professional and or managed services environment.
• SaaS and Cloud implementation and deployment.
• Core banking or enterprise software solutions.
• Stakeholder management (internal and external, including partners).
• Commercial acumen, project scoping, resource utilisation and optimisation.
• Understanding of functional and technical and project management capabilities.
• Programmatic rigour and ways of working.

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits.
• Sustainability: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.

Specific benefits may vary by location. At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves. Be unique, be exceptional, and help us make a difference at Finastra!