[Hiring] Senior Manager, Professional Services @Keelvar

Role Description

As Senior Manager, Professional Services, you will lead our US consulting and support team who own the quality, pace and commercial performance of everything we deliver for North American customers. This is a player-coach role where you will:

• Lead, coach and grow the US Professional Services team, owning hiring, onboarding, development plans and performance for your consultants.
• Own delivery quality across US engagements, from sourcing event design and optimization scenario strategy through to award recommendations that customers act on.
• Personally lead a selection of strategic and complex engagements, particularly new logos, large multi-round events and first deployments of Autonomous Sourcing.
• Scope and price services engagements, write statements of work, and help manage utilization, margin and delivery forecasts for the US team.
• Build repeatable delivery playbooks, templates and accelerators to raise the quality of every engagement.
• Act as the senior escalation point for US customers, diagnosing issues early and resolving them before they reach the customer's leadership team.
• Partner with Sales as the services expert in pre-sales conversations, shaping the delivery approach and services component of new opportunities.
• Work with Customer Success, support and Engineering to close the loop between what customers need in delivery and what we build in the product.
• Bring the voice of delivery into product planning, with clear evidence from engagements about where the product should go next.
• Own US customer support and helpdesk, ensuring tickets are triaged, worked and resolved within SLA, setting clear support objectives for the team.
• Lead internal initiatives to improve how the PS function runs, including better dashboards and reporting on delivery and support performance.
• Design and roll out AI-powered automation and tooling that helps our consultants and support team work faster and to a higher standard.
• Track and report support performance (SLA attainment, ticket volumes, resolution times, customer satisfaction) and use data to fix recurring issues.

Qualifications

• 5 to 8 years' experience across strategic sourcing, procurement consulting, supply chain or enterprise software delivery.
• Experience leading others, whether as a line manager or as the senior person accountable for a team's delivery quality.
• Exposure to the commercial side of delivery: scoping engagements, writing statements of work, or working to utilization and margin targets.
• Deep hands-on familiarity with sourcing events: multi-round bidding, lotting, bid sheet design, constraints and scenario analysis.
• Experience with sourcing or source-to-contract software, either as a vendor, an implementation partner or an advanced in-house user.
• A sound foundation in data analysis and comfort with the commercial logic behind an award recommendation.
• Experience applying AI tools to real delivery work, and the judgment to know where automation helps and where it does not.
• Strong communicator who is credible with a Director or VP of Procurement.
• Comfortable in a small, growing team where leaders still do the work.
• Experience running or contributing to a customer support or helpdesk function.
• Experience building dashboards or automating workflows is a strong plus.
• Creative problem solver who enjoys a technical challenge.
• Willingness to travel to customer sites in North America on occasion.
• A bachelor's degree in business, supply chain, engineering, data science or a related field is preferred.

Benefits

• Medical Insurance
• 401k
• Paid family related leave
• Up to 27 days of annual leave per annum.
• Additional day off for your birthday!
• Flexible working hours with a positive approach to work-life balance.
• An inclusive, collaborative, innovative culture.
• Generous leave offerings including 2 CSR days.
• A clear development path: Regular 1-1s with your manager and a defined career ladder.