Head of Professional Services & Client Delivery

Equifax

Jan 9

Applications are closed

Job
Full-time
Expert Level
Consulting
Business, Operations & Strategy
Toronto

Requirements

Bachelor’s degree in Business Administration, Computer Science, Engineering, or a related field.
An MBA or equivalent advanced degree is often preferred for the strategic and business acumen required.
Minimum 10+ years of experience in Professional Services, Consulting, or Customer Success roles.
At least 5 years of experience in a senior leadership or management position, overseeing teams and budgets.
Hands-on experience managing client relationships, resolving conflicts, and delivering complex projects.
Track record of working with C-suite stakeholders and translating business needs into technical solutions.
Bilingual English & French (Preferred)
Proficiency in project management tools (e.g., PMP, Jira, Asana) and methodologies (e.g., Agile, Waterfall).
Superior problem solving and analytical skills.
In-depth understanding of the Banking, Financial Services industry or technology relevant to the company’s professional services.
Project Management: PMP, PRINCE2, or Agile certifications.
IT Service Management: ITIL certifications.
Industry-specific certifications (e.g., Six Sigma, cloud certifications).

Responsibilities

Develop and execute the professional services strategy aligned with business goals.
Manage and grow services revenue, profitability, and services pricing strategy.
Collaborate with Sales, Product, and Operations teams to drive cross-functional success.
Ensure successful delivery of client projects and engagements, meeting quality, timeline, and budget targets. Manages, negotiates, and coordinates with technology, and business stakeholders on prioritization of tactical and strategic delivery initiatives, as well as monitor the entire project process.
Oversee resource planning, allocation, and utilization across multiple projects.
Implement scalable service delivery models and frameworks to handle growth.
Oversee end to end client delivery testing and innovate in testing automations and ongoing improvement of overall quality.
Managing Business requirements documentation and test cases development.
Leverage their solid understanding of Equifax Canada priorities, objectives, requirements and challenges and their impact on the client delivery model in order to effectively deliver.
Conduct regular in depth root-cause analysis and implement corrective actions to ensure consistent improvement of overall quality and customer satisfaction.
Build and nurture relationships with key clients, ensuring satisfaction and retention.
Serve as an escalation point for complex client issues.
Identify opportunities to expand business within existing accounts (upselling/cross-selling).
Recruit, mentor, and retain top talent for the professional services team.
Foster a culture of collaboration, continuous learning, and accountability.
Drive employee engagement and professional development initiatives.
Establish and optimize processes, tools, and methodologies to enhance operational efficiency.
Monitor industry trends and incorporate best practices into service delivery.
Implements processes, practices, and tools allowing for multiple paths of delivery. i.e., create simplified, consistent, reusable, efficient and flexible methodologies
Manage the professional services budget, revenues and ensuring cost-effectiveness and profitability.
Develop forecasts, monitor revenue, and ensure financial targets are achieved.

FAQs

What is the work arrangement for this position?

The position is hybrid, requiring work in the office 3 days a week.

Who will the Head of Professional Services & Client Delivery report to?

This position will report to the Chief Operations Officer.

What are the primary responsibilities of the Head of Professional Services & Client Delivery?

The primary responsibilities include overseeing client-facing professional services and client delivery, defining and executing the professional services strategy, managing a diverse team, and ensuring successful delivery of products and services.

What qualifications are required for this role?

A Bachelor’s degree in Business Administration, Computer Science, Engineering, or a related field is required, along with a minimum of 10+ years of experience in Professional Services, Consulting, or Customer Success roles.

Is an advanced degree preferred for this position?

Yes, an MBA or equivalent advanced degree is often preferred for the strategic and business acumen required.

How many years of leadership experience are necessary?

At least 5 years of experience in a senior leadership or management position is required.

What type of client relationship management skills are needed?

Hands-on experience managing client relationships, resolving conflicts, and delivering complex projects is necessary.

What could set candidates apart for this position?

Candidates who are bilingual in English and French, have proficiency in project management tools and methodologies, and possess industry-specific certifications may stand out.

Are any specific project management certifications preferred?

Yes, certifications such as PMP, PRINCE2, or Agile certifications are preferred.

What industries should candidates ideally have experience in?

An in-depth understanding of the Banking and Financial Services industry or technology relevant to the company’s professional services is preferred.

What is the role’s focus regarding service delivery?

The focus is on ensuring successful delivery of client projects, monitoring resource planning, and implementing scalable service delivery models.

Equifax

Finance

Industry

10,001+

Employees

Mission & Purpose

Equifax is a global data analytics company that specialises in providing consumer credit reporting and risk assessment services. They collect and analyse vast amounts of consumer and business data to generate credit scores, produce credit reports, and offer solutions for identity verification, fraud detection, and risk assessment. Equifax's ultimate mission is to help businesses and consumers make informed decisions by leveraging data and insights. Their purpose is to provide trusted and accurate information to support lending decisions, enable responsible financial behaviour, and mitigate risks for businesses. Equifax aims to empower businesses and individuals with the tools and knowledge necessary to navigate the credit landscape, protect against fraud, and make sound financial decisions. They strive to uphold data security and privacy standards while delivering innovative solutions that contribute to a more transparent and efficient financial ecosystem.