As the Head of Outsourced Professional Services, you will report into the Director, Strategy & Operations - Customer Deployment & Adoption, and be responsible for leading and scaling our outsourced professional services operations, ensuring high-quality service delivery, and driving strategic alignment between consulting, outsourcing, and business objectives. This role requires a strong blend of strategic leadership, vendor management, process optimization, and client engagement to ensure outsourced companies deliver exceptional value.
✅ Your mission, should you choose to accept it:
Strategic Leadership & Business Alignment
Develop and execute a comprehensive outsourced services strategy aligned with company goals.
Collaborate with senior leadership to define the role of outsourced services in the overall business model.
Establish KPIs and performance metrics to measure success and drive continuous improvement.
Outsourced Services & Vendor Management
Lead the onboarding and partial management of outsourced service providers, consultants, and vendors.
Negotiate contracts, service level agreements (SLAs), and ensure cost-effective, high-quality service delivery
Work closely with the Strategic Partnership team (who own the overall relationship with our Consultant network) to ensure third party consultants align with Mews’ overall strategy around revenue and pipeline growth
Maintain strong relationships with our consultant network to drive innovation and scalability.
Operational Excellence & Service Delivery
Oversee the implementation and execution of outsourced service projects, ensuring deadlines and quality standards are met.
Continuously optimize processes and workflows to improve efficiency, cost savings, and service effectiveness.
Work closely with internal teams to ensure seamless integration of outsourced services into existing operations.
Program Development & Management
Build and manage a global outsourced professional services program to meet growing demand, with a focus on achieving mutual value and fostering long-term relationships.
Own outsourced professional services partner success, ensuring high standards of performance, quality, and consistency across the network.
Design and implement a certification and continuous training program to ensure the network stays aligned with Mews’ evolving products and customer needs.
Customer-Centric Growth
Lead initiatives focused on improving customer satisfaction metrics, ensuring adoption of Mews products and high customer satisfaction
Gather feedback from customers via comprehensive platforms and utilize this data to inform continuous improvements in partner-delivered services.
Leverage feedback loops to ensure service delivery is driving both customer satisfaction and partner-driven growth, removing white space, and accelerating growth within the customer base.
Act as a key liaison between clients, internal teams, and outsourced service providers to ensure service excellence.
Address client needs, resolve escalations, and drive customer satisfaction through high-quality service delivery.
Provide thought leadership in consulting and outsourcing best practices to internal stakeholders.
Performance Tracking & Reporting
Implement and manage a performance tracking and reporting framework to evaluate partner success, ensuring that key metrics such as onboarding speed, quality, and customer satisfaction are met.
Proactively drive performance improvements based on data insights and partner feedback.
Financial Planning & Forecasting
Own financial planning and analysis for the outsourcing professional services program, including forecasting, budgeting, and managing revenue generated from partners.
Collaborate with finance teams to track outsource performance and ensure revenue targets are met.