Director of Professional Services - EMEA in London

SymphonyAI builds Vertical AI applications that help enterprises tackle their most complex, high-value challenges like stopping financial crime, improving store performance, and boosting manufacturing efficiency. Trusted by more than 2,000 enterprise customers around the globe including 200 of the top financial institutions, top 25 CPGs, and many of the world’s largest grocers and industrial manufacturers, SymphonyAI delivers domain trained applications and pre-built agents that are ready to work on day one.

The Head of Professional Services, Financial Services EMEA will lead the post-sale delivery organisation for SymphonyAI’s Financial Services division, overseeing 150+ FTE across London, Dublin, Poland, and continental Europe. Reporting to the Global VP of Customer Success, this executive will drive transformation to a SaaS-native, product-aligned and outcome-based delivery engine. The mandate combines strategic and operational leadership: delivering high quality value based solutions to clients, strengthening customer centricity, predictability, and delivery excellence across diverse markets while also identifying and implementing efficiencies to drive margin improvement.

The role carries full ownership of post-sale performance and P&L, driving measurable gains in efficiency, repeatability, time-to-first value, and customer satisfaction. Operating within a fast-moving, product-led environment, the successful candidate will bring an AI-first mindset, commercial acumen, and cross-functional influence. Success will rely on clarity of execution, disciplined delivery governance, and close alignment with Sales, Product, Engineering, and Global Client Operations.

The ideal candidate will be a consultative, commercially astute operator who can challenge and reframe client asks, build trusted partnerships with Tier-1 financial institutions, and inspire a high-performance, customer-centric culture across a complex EMEA footprint.

• Commercial Leadership: Accountable for utilisation, earned revenue realisation, margin, and cash. Partner with Sales to shape SOWs and evolve toward outcome-based and subscription services supporting renewal and ARR.
• Operational Leadership: Own services revenue, gross margin, time-to-value, adoption, and client satisfaction (CSAT) across the project-to-live lifecycle – onboarding, implementation, data services, and partners.
• Change Leadership: Modernise a consulting-led model into a SaaS-native, product-aligned, outcome-driven engine, rebalancing into a shared-services structure with defined SLAs and nearshore integration.
• People Leadership: Manage team(s) across multiple markets; build leadership depth, accountability, and collaboration across Product, Sales, Customer Success, Engineering, and Global Client Operations.
• Performance Metrics: Deliver measurable uplift in time-to-first value, adoption, margin, revenue per head, and predictability; improve repeatability and client reference ability.
• AI-First Culture: Embed AI-first tools and behaviours across delivery and investigation workflows to improve efficiency, insight, and innovation; track measurable AI adoption.
• Client Engagement: Act as executive sponsor for clients; oversee escalations and convert red programmes into referenceable successes.

• Proven experience leading a Professional Services Organisation for an Enterprise Software company in SaaS, fintech, or tech-enabled financial services.
• Direct P&L Ownership > $50million (must have) with proven experience of delivering sequential revenue growth and margin improvements.
• Direct Ownership of organisation 100 + people (must have), skilled at building leadership depth, driving accountability, and sustaining change.
• Proven experience of managing relationships in Tier 1 Accounts and internal C‑Suite.
• Demonstrated ability to transform consulting-led delivery into product‑aligned, outcome‑based programmes with measurable improvement in time-to-value, predictability, and margin.
• Full accountability for Earned Revenue & profitability, including cost-neutral rebalancing during transformation.
• Experienced in shared‑services design, defining SLAs, partner governance, and operating cadence across multi‑country teams (onshore, nearshore, offshore).
• Strong background in financial crime, AML, KYC, or risk analytics preferred.
• Demonstrated AI-literacy — leveraging AI and automation to improve delivery performance, insight generation, and client adoption.
• Experience working across markets, credible with senior stakeholders in the UK, France, Germany, Poland and broader EMEA.

• Consultative, outcome-oriented operator who challenges and reframes client asks; from legacy processes into outcome(s) oriented SaaS native solutions.
• Structured and pragmatic leader who balances commercial discipline with empathy.
• Skilled communicator and negotiator, credible with Tier 1 financial clients.
• Agile and adaptable; thrives in a fast-moving, product-led environment.
• Multilingual preferred (English essential; French or another European language is an advantage).
• Strong ability to build trust, drive change, and inspire high-performing teams.

London base preferred. Regular travel expected across EMEA.