Head of Services

About Lucidya

Lucidya is an AI-native platform for customer experience (CX) intelligence that manages entire customer lifecycles autonomously, from initial engagement through retention and growth.

Unlike platforms that only surface insights and leave the action to you, Lucidya completes the loop with proprietary NLU capabilities developed entirely in-house and trained on millions of multilingual conversations, equipping marketing, support, CX, and research teams to deliver personalised experiences that drive measurable improvements in customer satisfaction, retention, and lifetime value.

Why This Role Matters

Enterprise clients don't churn because of the product. They churn because implementation fails, adoption stalls, or they never get to the outcome they were sold.

As Lucidya moves upmarket - BFSI, telecom, media, retail - the complexity of deployments grows. Onboarding a large enterprise is no longer a handoff. It's a multi-month, multi-stakeholder programme with real financial and reputational stakes on both sides.

This role owns that entire delivery motion. You will build and lead the team responsible for getting customers from signed contracts to measurable value - and keeping them there. You will own the managed services P&L and the operational rigour that separates a world-class implementation function from a reactive project management team.

If you are energised by building structure in complexity, are equally comfortable in a client boardroom and a resource planning spreadsheet, and want your work to directly determine whether enterprise customers succeed - this role is built for you.

What You Will Do

Lead delivery end-to-end.

• Execute the PMO strategy across customer onboarding, implementation, migration, and ongoing managed services - translating strategic direction into reliable, repeatable delivery.
• Ensure every project is delivered within scope, on time, and within budget - and that CSAT and NPS reflect it.
• Serve as the executive escalation point when projects hit risk. You do not wait to be told - you see it coming.
• Develop, enforce, and continuously improve standardised delivery methodologies (Agile, Waterfall, or Hybrid depending on the engagement).

Own the commercial side of services.

• Own the deal economics for managed services - project profitability, gross margins, and commercial accountability for the delivery function.
• Forecast team capacity, manage utilisation, and optimise staffing across implementation specialists, project managers, analysts, and designers to match pipeline demand.
• Work with Sales to scope SOWs accurately. Overpromising at the deal stage is a delivery problem - you have a say in preventing it.

Build and develop the team.

• Lead a team of Project Managers, Implementation Specialists, and Programme Managers.
• Mentor the team on advanced client management, negotiation, risk mitigation, and how to balance client customisation requests against platform scalability.
• Build a culture of product stewardship - the team should be Lucidya's strongest advocates for what the platform does well, not just executors of client requests.

Be the bridge between clients and the business.

• Manage expectations on custom development by bridging communication between clients and Engineering and Product teams - clearly, without overpromising.
• Report project health, velocity, and risk to executive leadership in a way that enables fast decisions.
• Partner with clients on internal capability building - recruitment of client-side resources, upskilling programmes, and adoption ramp plans that increase their self-sufficiency over time.
• Drive continuous improvement. Every delivery cycle should produce lessons that shorten the next one.

You are responsible for outcomes: delivery quality, margin, client satisfaction, and a team that gets better every quarter.

Who You Are

• You have 7–10+ years of professional experience, with at least 3–5 years leading project or delivery teams inside a SaaS environment.
• You have run complex, multi-stakeholder enterprise implementations - and you have the scars to prove it.
• You are as comfortable in a C-suite escalation conversation as you are in a weekly project status call. You know how to communicate risk without creating panic.
• You understand the commercial side of services. Margin, utilisation rates, and SOW scope are not someone else's problem.
• You do not manage by spreadsheet alone. You understand what motivates delivery teams and how to build a culture that takes ownership of client outcomes.
• You have a working knowledge of SaaS architecture, APIs, and cloud-based implementations - enough to have credible technical conversations with clients and product teams.
• You hold or have held a PMP, PRINCE2, or Agile/Scrum certification. You apply methodology pragmatically, not dogmatically.
• You are comfortable in a fast-scaling environment where process is still being built. You improve the system while running it.

Culturally, you are:

• Structured but adaptable.
• Client-obsessed but commercially grounded.
• A builder, not just a manager.
• Calm under pressure - and you set that tone for your team.

What the Hiring Process Will Look Like

• Screening call with Talent Acquisition
• Deep-dive interview with the CRO
• Case study presentation - delivery scenario and P&L walk-through
• Offer