Sr. Manager for Enterprise Delivery & Professional Services

SENIOR MANAGER – Enterprise Delivery & Professional Services **Looking for Immediate joiners**POSITION SUMMARY We are looking for a Senior Professional Services Manager to oversee all incremental development initiatives and delivery for our key enterprise clients. You will oversee two teams: an Enterprise product and engineering team, responsible for building additional product features for our clients; and a Professional Services team developing custom solutions. You will be accountable for alignment of both teams with our Professional Services core missions:Maximizing the value of incremental development work for our most important clientsMeasuring and articulating that valueMeasuring and maximizing the ROI of this work for HelpshiftYou will be the business lead for the team, working cross functionally with - Customer Success, Account Management, Sales, Product, Engineering and Leadership - to articulate, prioritize and deliver custom solution and feature development according to client needs. In addition, you will be responsible for team direction, operational excellence and budget, and be an integral part of our client engagement approach.KEY RESPONSIBILITIES Enterprise Development DeliveryProvide an empathetic, consultative approach to understanding client pain points and gain requests, and work with the Professional Services team to design projects which will resolve theseWork with Technical Managers to ensure timely and on-scope delivery of all client projectsWork with Technical Managers to ensure that prioritization, scope, capacity, and delivery status are accurate and clearly articulated to senior leadershipWork with Helpshift Product, Engineering and QA where additional resources are required to manage dependencies and ensure timely project deliveryAct as escalation to Helpshift Senior Leadership to resolve prioritization, resourcing and technology conflictsCross-Functional LeadershipCollaborate with Account Management, Customer Success, Product, and Engineering to define a project portfolio aligned with both client priorities and Helpshift’s commercial requirementsEnsure alignment of client projects with Helpshift’s product and platform strategy and prioritizationWork with Product, Account, Customer Success and HS Program Management to ensure clarity of client feature requests and requirements and a consistent outside-in process to inform both Professional Services and Roadmap backlogsOperational ExcellenceOwn the Professional Services P&LWork with Account Management and Professional Services Technical Leadership to ensure all SOWs accurately align to scope, time and effort estimates and pricing agreed in client MSAs Ensure operational KPIs are measured and met including billable utilization rates, on-time delivery rate, forecast accuracy (capacity and time requirements per custom feature), as well as adoption, satisfaction and operability metrics for all delivered solutionsDefine, align, and enforce the business data and governance frameworks used to prioritize the Professional Service teams’ backlogs Establish prioritization criteria including customer impact, revenue, retention risk, strategic importance, effort, and alignment with company objectivesDefine and achieve team OKRs in partnership with Helpshift LeadershipTeam LeadershipHire, mentor, and develop a high-performing Enterprise Professional Services team Foster a culture of ownership, collaboration, openness, accountability, and customer focusDrive continuous improvement in delivery processes and operational effectiveness REQUIREMENTSGood first degree in Computer Science, Informations Systems, Business, Management or related fields, or equivalent practical experience15+ years of experience in Professional Services in customer-facing roles. 5+ years of senior people management experienceProven track record of managing complex enterprise customer engagements and cross- functional programsStrong stakeholder management, communication, and project management skillsExperience working closely with Product and Engineering teams in a SaaS environmentData-driven mindset with the ability to make prioritization and strategic decisionsExperience presenting solutions and value creation to non-technical stakeholdersStrong customer focusExcellent collaboration and influence across teamsHigh sense of ownership and accountabilityAbility to balance strategic thinking with execution excellenceStrong work ethic and team-first leadershipKnowledge of game development cycles, concepts and best practices an advantage