Head of Professional Services

About Us

SFG20 is the industry standard for building maintenance. Providing services and pioneering technologies that empower people to create and sustain safer buildings.

Our mission is to make buildings better using our standard, software and expertise. Our vision is to become the leading authority for built environment maintenance that protects and enhances quality of life.

About The Role

The Head of Professional Services is at the heart of our mission, driving customer success by leading a dynamic team that configures, trains, and supports customers post-sale.

This pivotal role transforms how businesses implement SFG20 software, ensuring they adopt it seamlessly and harness its full potential, supporting user enablement, leading to increased product adoption, customer satisfaction and retention to create and maintain safer, more efficient buildings.

Key Responsibilities

• Take ownership of the professional services function, driving revenue growth through a well-defined strategy.
• Develop and execute a professional services strategy aligned with company goals.
• Lead, manage, and grow a high-performing team, fostering a culture of excellence and customer focus.
• Identify and evaluate new market opportunities and business growth initiatives.
• Build and manage a skilled team of internal and external trainers and implementation consultants to deliver exceptional services.
• Ensure seamless transitions from Sales to Professional Services with structured, efficient customer implementation plans.
• Drive customer satisfaction and long-term engagement by demonstrating the value of SFG20 software throughout onboarding.
• Define and align implementation strategies and processes with Sales, Product, and Customer Success teams for a cohesive customer journey.
• Establish and uphold best practices for consistent, high-quality service delivery.
• Define, track, and report KPIs to measure implementation success and team efficiency.
• Oversee timely, high-quality implementation of SFG20 software solutions.
• Manage contracts, review purchase orders, and collaborate with Sales & Legal on cost estimations.
• Serve as the primary client escalation point, addressing concerns and ensuring smooth communication.
• Build relationships with external key stakeholders and industry influencers to position SFG20 as a trusted leader in facilities management.
  
  

Essential Experience

• Proven leadership in professional services or software implementation within a SaaS or software-based organisation
• Experience managing professional services teams and overseeing software implementation projects, ideally in facilities management.
• Expertise in customer onboarding, software implementation, and training delivery.
• A strong track record of developing and executing strategies that drive revenue growth.
• Strong leadership, people management, and team development skills.
• Experience handling purchase orders and contract negotiations.
• Strong project management skills, managing multiple projects, priorities, and deadlines.
• Excellent communication and presentation skills, translating technical concepts for diverse audiences.
• Proactive approach with a commitment to high-quality service and exceeding client expectations.
• Willingness to travel for client engagements and industry events.
  
  

Key Traits

• Proactive approach with a commitment to high-quality service and exceeding client expectations.
• Problem-solving ability with a customer-first mindset.
• Strategic thinking, with the ability to work autonomously and make data-driven decisions.
  
  

Desirable

• In-depth knowledge of facilities management processes, challenges, and trends.
• Familiarity with maintenance management solutions or asset management software
• Good knowledge of CAFM software and related technologies.
  
  

Additional Information

All candidates must be able to demonstrate a pre-existing right to work and travel within the UK. We are unfortunately not able to offer sponsorship. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks.

Our Benefits

• 🏖 26 days holiday + Bank holidays + buy up to 5 days
• 🏥 Private Medical insurance with BUPA
• 🏡 Remote/Hybrid first policy
• 💙 Employee Assistance programme with WeCare
• 👨‍👩‍👧 Enhanced statutory payments
• 🏋️‍♂️ Gym Discounts
• 🚀and more!
  
  

Equal opportunities for everyone

Diversity and inclusion are our priorities, and we’re ensuring we have lots of support so our people can grow at SFG20 and do their best work!

We embrace diversity by fostering an inclusive environment where everyone feels welcome, safe and able to bring their whole self to work.

We’re an equal opportunity employer. Applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or disability status.

If there’s anything we can do to accommodate your specific situation, please let us know.