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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading and optimizing Professional Services operations, including strategic sourcing, procurement consulting, and customer support management. Proficient in data analysis, AI-powered automation, and delivering high-quality engagements while managing utilization and margin targets.
Highest-signal resume keywords
Strategic Sourcing ExperienceCustomer Support ManagementData Analysis SkillsAI Tools ApplicationLeadership in Professional Services
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Sourcing Event DesignStatement Of Work WritingUtilization ManagementExcel ProficiencyDashboard BuildingWorkflow AutomationBid Sheet DesignScenario AnalysisPerformance TrackingCommercial Logic Application
Soft Skills
Creative Problem-SolvingStrong Communication Skills
Tools & Technologies
ZendeskJira Service ManagementAI-Powered Automation Tools
Industry Keywords
Procurement ConsultingSupply ChainEnterprise Software DeliveryHelpdesk FunctionCustomer Success
About the role
Key responsibilities & impact- Lead, coach and grow the US Professional Services team, including hiring, onboarding, development plans and performance
- Own delivery quality across US engagements, from sourcing event design and optimization scenario strategy through to award recommendations
- Personally lead strategic and complex engagements, including new logos, large multi-round events and first Autonomous Sourcing deployments
- Scope and price services engagements, write statements of work, and help manage utilization, margin and delivery forecasts
- Build repeatable delivery playbooks, templates and accelerators
- Act as the senior escalation point for US customers
- Partner with Sales in pre-sales conversations and shape delivery approaches and services components
- Work with Customer Success, Support and Engineering to connect customer delivery needs with product development
- Bring delivery insights into product planning
- Own US customer support and helpdesk, including ticket triage, SLA resolution, support objectives and hands-on queue support
- Lead internal initiatives to improve Professional Services operations, dashboards, reporting and automation
- Design and roll out AI-powered automation and tooling for consulting and support workflows
- Track support performance, analyze data and resolve recurring issues at the process, documentation or product level
Requirements
What you’ll need- 5 to 8 years' experience across strategic sourcing, procurement consulting, supply chain or enterprise software delivery, with time on both the consulting and practitioner side
- Experience leading others, either as a line manager or as the senior person accountable for a team's delivery quality
- Exposure to scoping engagements, writing statements of work, or working to utilization and margin targets
- Deep hands-on familiarity with sourcing events: multi-round bidding, lotting, bid sheet design, constraints and scenario analysis
- Experience with sourcing or source-to-contract software
- Foundation in data analysis and commercial logic behind award recommendations
- Strong Excel skills, including formulae and pivot tables
- Experience applying AI tools to real delivery or support work
- Strong communication skills and credibility with Directors or VPs of Procurement
- Experience running or contributing to a customer support or helpdesk function, including SLAs, ticket queues and tools such as Zendesk or Jira Service Management
- Experience building dashboards or automating workflows is a strong plus
- Creative problem-solving and comfort with technical challenges
- Willingness to travel occasionally to customer sites in North America
- Bachelor's degree in business, supply chain, engineering, data science or a related field is preferred
Benefits
Comp & perks- Medical Insurance
- 401k
- Paid family related leave
- Up to 27 days of annual leave per annum
- Additional day off for your birthday
- Flexible working hours
- Positive approach to work-life balance
- Inclusive, collaborative, innovative culture
- 2 CSR days
- Regular 1-1s with your manager
- Defined career ladder and learning and development path