Head of Professional Services Sales UKI in England

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Role Overview

The Head of Services Engagement leads the Professional Services commercial engagement function across the UKI region, with a strategic focus on AI-led customer transformation. This role is responsible for driving services growth, commercial governance, and customer outcomes by positioning AI capabilities at the centre of the services proposition. You will partner closely with Sales, Customer Success, Delivery, Product, and Solution Consulting to shape complex enterprise opportunities, develop scalable engagement models, and ensure AI solutions deliver measurable business value. This is a senior quota-carrying leadership role with accountability for regional services bookings, AI services growth, profitability, forecasting, and executive customer engagement.

Key Responsibilities

• AI and Services Strategy
  • Lead the evolution of the UKI services engagement strategy toward AI-led transformation services.
  • Position AI capabilities as a core component of customer transformation roadmaps.
  • Drive development of scalable AI services offerings, adoption programmes, and innovation engagements.
  • Identify market opportunities and influence regional go-to-market strategy.
• Customer and Commercial Leadership
  • Build executive-level customer relationships and act as a trusted transformation advisor.
  • Own regional services bookings, AI services growth, profitability, forecast accuracy, and backlog health.
  • Lead complex enterprise pursuits, commercial negotiations, and strategic renewals.
  • Partner with Sales and Customer Success leadership to drive adoption, retention, and expansion.
• Governance and Operational Excellence
  • Establish governance standards across Statements of Work, estimation, change control, and commercial engagement processes.
  • Ensure services engagements align customer outcomes, delivery scalability, and commercial performance.
  • Drive forecasting discipline, operational rigor, and risk management.
• Organisational Leadership
  • Lead and develop the UKI Services Engagement capability.
  • Coach and mentor team members across commercial leadership, executive engagement, and AI positioning.
  • Drive cross-functional alignment across Customer Success, Delivery, Product, Finance, and Sales.

Success Measures

• Regional services bookings attainment
• AI services growth and adoption
• Services profitability and margin performance
• Forecast accuracy and backlog health
• Strategic account growth and renewals
• Customer satisfaction and executive engagement
• Team capability and operational maturity

What You Bring

• 10+ years of experience in enterprise SaaS, Professional Services, consulting, or customer transformation leadership.
• Strong preference for Genesys experience or expertise in enterprise CX, AI, or adjacent cloud platforms.
• Proven success leading complex commercial engagements and transformation programmes.
• Experience driving AI-led customer transformation and innovation initiatives.
• Strong executive presence and ability to influence senior stakeholders.
• Strong commercial and financial acumen, including forecasting, profitability, and governance.
• Experience operating within matrixed organisations and leading cross-functional collaboration.
• Excellent communication and presentation skills.
• Ability to obtain Security Check (SC) NSV clearance if required.
• Right to work in the UK.
• Candidates should have easy access to London and be within approximately 2 hours travel time.

Education

• Bachelor’s degree required. MBA, Master’s degree, or equivalent leadership experience preferred.

Nice to Have

• Experience with AI-enabled CX transformation programmes.
• Knowledge of conversational AI, automation, analytics, or workforce engagement solutions.
• Experience positioning or selling Managed Services offerings within enterprise SaaS or CX environments.
• Enterprise delivery or programme leadership experience.
• Working knowledge of Salesforce (SFDC), financial modelling, and executive presentations.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.