Head of Services

Responsibilities

• Lead end-to-end delivery motions including customer onboarding, implementation, migration, and managed services
• Own the managed services P&L, including project profitability, gross margins, and commercial accountability
• Execute PMO strategy to ensure projects are delivered within scope, on time, and within budget
• Forecast team capacity, manage utilization, and optimize staffing across specialists and project managers
• Build and mentor a high-performing team of Project Managers, Implementation Specialists, and Programme Managers
• Partner with Sales to accurately scope Statements of Work (SOWs) and with Product/Engineering to manage custom development expectations
• Develop and enforce standardized delivery methodologies such as Agile, Waterfall, or Hybrid

Requirements

• 7–10+ years of professional experience, with 3–5 years leading SaaS delivery or project teams
• Proven experience managing complex, multi-stakeholder enterprise implementations
• Strong understanding of the commercial side of services, including margins and utilization rates
• Working knowledge of SaaS architecture, APIs, and cloud-based implementations
• PMP, PRINCE2, or Agile/Scrum certification
• Ability to communicate effectively with C-suite executives and technical teams alike

About the Company

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously. Using proprietary NLU capabilities trained on millions of multilingual conversations, Lucidya helps marketing, support, and research teams deliver personalized experiences that drive customer satisfaction and retention.