Senior Manager, Professional Services
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Job Description
Senior manager leading Keelvar’s US procurement consulting and customer support teams. Improving sourcing delivery, helpdesk performance, and AI-powered automation for enterprise customers.
Responsibilities:
- 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:
- 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:
- 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
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