Senior Services Manager in London

Humanforce’s vision is to make work easier and life better for frontline and flexible workforces. Humanforce provides the market leading, best-in-one human capital management (HCM) suite for frontline and flexible workforces - without compromise. Our employee centred, intelligent and compliant HCM suite is highly integrated and composable, and consists of Workforce Management (WFM), HR, Talent, Payroll, and Wellbeing.

Humanforce has built strong foundations since its founding in 2002. We help over 2300 customers and almost 1 million employees under management in 30+ countries, across a wide range of industries, including aged, child and health care; education; hospitality; retail; local government and more. Today, we have offices across Australia, New Zealand, United Kingdom, North America and the Philippines.

Customers choose Humanforce because we enable them to deliver an exceptional employee experience, build a compelling employee value proposition, and connect the flow of the world’s talent with the growth, productivity and efficiency objectives of frontline and flexible workforces.

AI at Humanforce

At Humanforce, we’re not experimenting at the edges of AI, we’re redesigning the core of how we operate. We see AI as a fundamental shift, not an incremental improvement, and we’re deliberately moving toward becoming an AI-native organisation. That means rethinking how work gets done end-to-end, how we build our products, make decisions, serve customers, and scale impact. We’re not layering AI onto old ways of working, we’re redefining and reimagining our processes, tools, and team structures to take full advantage of what AI makes possible. This is a moment of real change. We’re moving fast, learning in real time, and challenging assumptions about roles, workflows, and productivity. If you’re motivated by transformation, not optimisation, and want to help shape how a global tech company operates in an AI-first future, Humanforce is the place to do it.

Who you are

You are a commercially minded senior consulting leader who thrives in complex, high-profile enterprise environments. You bring executive presence, strong delivery governance, and the ability to lead multidisciplinary pods to deliver measurable customer outcomes. You are not an administrative project overseer; you are a strategic delivery authority. You can engage executive sponsors, unblock risk, challenge assumptions and ensure large, complex implementations stay on track in terms of quality, speed and commercial performance. You combine operational discipline with a continuous improvement mindset and are curious about how AI can enhance delivery methodologies, accelerate time-to-value, and elevate customer experience.

What you will do

• Lead and oversee delivery pods across various customer market segments, ensuring excellence across complex, high-risk and high-profile engagements.
• Act as a senior executive partner to customer sponsors, providing strategic oversight, risk mitigation and commercial guidance.
• Drive delivery performance metrics including revenue margin, utilisation, time-to-live and quality outcomes.
• Attract, onboard and retain top-tier consulting talent, building a high-performing delivery team.
• Establish strong governance frameworks to manage risks, escalations, and cross-functional dependencies.
• Partner with Product, Sales, PMO and Customer Success to ensure seamless handovers and lifecycle continuity.
• Drive continuous improvement across delivery methodologies, embedding best practice and AI-enabled process enhancements.
• Own and resolve escalations, working across business units to unblock issues and protect customer outcomes.

What you’ll need

• Significant experience leading enterprise SaaS implementations or professional services teams.
• Strong consulting capability with the ability to engage and influence at C-suite and executive sponsor level.
• Proven experience managing revenue targets, utilisation, margin performance and delivery metrics.
• Experience leading multidisciplinary delivery teams within a pod or portfolio model.
• Strong governance, risk management, and escalation management capability.
• Commercial acumen with a focus on time-to-value and customer retention.
• Experience driving process improvement and operational maturity within delivery environments.
• Direct experience using AI tools in your day-to-day work, or a strong openness and eagerness to learn how to apply them to enhance outcomes.

Some ‘nice to haves’

• Experience leading delivery transformation programs.
• Exposure to multi-product SaaS implementations.
• Experience building consulting capability within scaling organisations.
• Experience operating across multiple geographic markets.

Our values

• We are bold
• We are all in
• We are customer obsessed
• We do what we say
• We are good humans

Our approach to flexibility

We are passionate about people making their own decisions about where and when they work. Our hybrid model of minimum three days a week of in office moments supports flexibility tailored to individual and team needs, empowering people to achieve their career and personal goals.

Benefits

• A truly flexible workplace through our approach
• The opportunity to be part of a fast-growing global tech company
• A focus on learning and development through Humanforce HR
• A generous talent referral program – know great people, be rewarded
• 12 weeks paid parental leave for primary careers, 4 weeks for secondary
• 4 extra days leave to focus on your wellbeing
• Contemporary and practical Employee Assistance Program
• A cool reward and recognition program – shout to your colleagues and earn points to spend
• Access to our own financial wellbeing platform Thrive – including earned wage access, tools to budget and save, perks and cashback across 100s of Australian retailers
• Fun, collaborative culture with passionate people
• A workplace where you can genuinely improve the world of work!

We are a diverse and dispersed organisation and are actively looking to grow our team with individuals from all diverse backgrounds. We encourage applicants from all backgrounds, cultures, ages, genders, neurodiversity, religions, sexual orientations, and experiences to apply.