Vice President of Professional Services

About the role

The Vice President of Professional Services leads BlueIrisIQ’s end‑to‑end service delivery organization, covering Professional Services, Custom Development, Help Desk, and Managed Services. This senior leader is accountable for delivery performance, customer satisfaction, team effectiveness, scalable operations, and the financial health of the assigned P&L.

Key responsibilities

• Define strategy, operating model, priorities, and performance expectations for all service delivery functions.
• Own the P&L, managing budgeting, forecasting, revenue growth, gross margin, operating expenses, utilization, billing accuracy, and reporting.
• Establish consistent delivery practices that improve quality, predictability, customer outcomes, and profitability.
• Partner with Sales and Customer Success on opportunity strategy, solution scoping, services estimating, pipeline planning, and revenue conversion.
• Oversee Help Desk and Managed Services teams to meet SLA targets, manage escalations, retain customers, and continuously improve support.
• Provide oversight for custom development, integrations, workflow automation, and client‑specific extensions, ensuring solutions are secure, maintainable, and aligned with the technology portfolio.
• Build scalable operating discipline through reporting, KPIs, escalation processes, capacity planning, staffing models, and resource utilization.
• Mentor and develop team members, strengthen technical and leadership capabilities, and foster a customer‑focused culture.
• Serve as senior escalation point for delivery, technical, support, and sales‑related issues, engaging directly with customers when needed.
• Contribute to business planning, service offering development, vendor coordination, and acquisition integration activities.

Required profile

• Executive‑level ownership of a P&L with proven financial discipline, forecasting, and margin management.
• Extensive experience leading large‑scale Professional Services, Custom Development, Help Desk, and Managed Services organizations.
• Strong partnership skills with Sales, Customer Success, Operations, and Executive Leadership.
• Track record of building scalable service delivery models and improving operational efficiency.
• Excellent leadership, mentoring, and people‑development abilities.
• Ability to manage senior customer escalations and maintain high customer satisfaction.

Required skills