Head of Services

About the Company

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.

Responsibilities

• Execute PMO strategy across customer onboarding, implementation, migration, and managed services
• Ensure projects are delivered within scope, on time, and within budget while maintaining high CSAT and NPS
• Serve as the executive escalation point for project risks
• Develop and improve standardized delivery methodologies (Agile, Waterfall, or Hybrid)
• Own managed services P&L, including project profitability and gross margins
• Forecast team capacity and optimize staffing across specialists, project managers, and analysts
• Partner with Sales to accurately scope Statements of Work (SOWs)
• Lead and mentor a team of Project Managers, Implementation Specialists, and Programme Managers
• Bridge communication between clients and Engineering/Product teams regarding custom development
• Report project health, velocity, and risk to executive leadership

Requirements

• 7–10+ years of professional experience
• 3–5 years leading project or delivery teams in a SaaS environment
• Experience running complex, multi-stakeholder enterprise implementations
• Understanding of commercial service metrics including margin, utilization, and SOW scope
• Working knowledge of SaaS architecture, APIs, and cloud-based implementations
• PMP, PRINCE2, or Agile/Scrum certification
• Ability to work in a fast-scaling environment