Vice President, Professional Services

CSI

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About The Position

Job Summary: The Vice President of Professional Services & Operational Excellence leads the strategy, execution, and continuous improvement of post-implementation service delivery across the organization. This role is accountable for ensuring world‑class project delivery, consulting, and client experiences while embedding an operating discipline that drives consistency, scalability, and predictable outcomes. The VP oversees engagement quality, methodology creation and adoption, operational performance, customer satisfaction, and the financial health of the Professional Services portfolio. This executive serves as a senior escalation point for strategic customers, directs a high‑performing organization of delivery and operational leaders, and partners cross‑functionally to align Professional Services with company strategy, product evolution, and enterprise standards.
Key Responsibilities: Professional Services Leadership Own end‑to‑end success of Professional Services delivery—including client projects, consulting engagements, strategic programs, and customer enablement. Ensure predictable, high‑quality execution using standardized enterprise methodology, governance, and tools. Drive financial performance across the portfolio, including utilization, margin optimization, delivery efficiency, and forecast accuracy. Oversee complex, high‑visibility programs and act as executive sponsor for key customers. Operational Excellence Lead the design, deployment, and continuous improvement of operating models, delivery processes, and performance frameworks. Establish and manage KPIs, dashboards, and operational reviews to enhance delivery predictability. Identify operational bottlenecks and implement scalable improvements in quality, speed, and repeatability. Ensure compliance with regulatory, security, and audit requirements across all service engagements. Customer Engagement & Escalations Serve as senior point of contact for strategic customers and serve as executive level escalation manager. Ensure service delivery is aligned to customer business objectives and drives adoption, value realization, and long term relationships. Partner with Account Management to identify expansion opportunities during and after service engagements. People Leadership Lead and develop a high performing organization of Directors, Managers, Consultants, and Operational Excellence leaders. Build a culture of accountability, continuous learning, and operational rigor. Establish communities of practice to strengthen solution expertise and delivery excellence. Ensure team readiness for new products, enhancements, and strategic initiatives in partnership with Product, Enablement, and Training. Cross-Functional Partnerships Collaborate with Sales for scoping, solution design, and deal strategies—ensuring Professional Services is positioned for successful delivery. Partner with Product Management and Engineering to align on roadmap, release readiness, and customer feedback loops. Work with Support and Customer Support to ensure seamless handoffs, shared KPIs, and exceptional customer experience. Coordinate with Finance, HR, and other corporate functions to ensure effective business operations, workforce planning, and P&L management.

Requirements

• 12+ years of experience in Professional Services, Delivery, Consulting, or related fields.
• 7+ years leading multi‑layered delivery or operational teams.
• Demonstrated expertise in operational excellence, continuous improvement, or operating model transformation.
• Strong understanding of software delivery, implementation methodologies, and customer lifecycle management.
• Exceptional executive presence, communication ability, and stakeholder management skills.
• Track record of driving measurable improvements in delivery predictability, quality, and financial performance.

Nice To Haves

• Experience in financial services, fintech, or digital banking delivery environments.
• Background in Lean, Six Sigma, or similar continuous improvement frameworks.
• Prior leadership of global or distributed Professional Services organizations.
• Management of large‑scale PMO, governance, or operational excellence programs.

Responsibilities

• Own end‑to‑end success of Professional Services delivery—including client projects, consulting engagements, strategic programs, and customer enablement.
• Ensure predictable, high‑quality execution using standardized enterprise methodology, governance, and tools.
• Drive financial performance across the portfolio, including utilization, margin optimization, delivery efficiency, and forecast accuracy.
• Oversee complex, high‑visibility programs and act as executive sponsor for key customers.
• Lead the design, deployment, and continuous improvement of operating models, delivery processes, and performance frameworks.
• Establish and manage KPIs, dashboards, and operational reviews to enhance delivery predictability.
• Identify operational bottlenecks and implement scalable improvements in quality, speed, and repeatability.
• Ensure compliance with regulatory, security, and audit requirements across all service engagements.
• Serve as senior point of contact for strategic customers and serve as executive level escalation manager.
• Ensure service delivery is aligned to customer business objectives and drives adoption, value realization, and long term relationships.
• Partner with Account Management to identify expansion opportunities during and after service engagements.
• Lead and develop a high performing organization of Directors, Managers, Consultants, and Operational Excellence leaders.
• Build a culture of accountability, continuous learning, and operational rigor.
• Establish communities of practice to strengthen solution expertise and delivery excellence.
• Ensure team readiness for new products, enhancements, and strategic initiatives in partnership with Product, Enablement, and Training.
• Collaborate with Sales for scoping, solution design, and deal strategies—ensuring Professional Services is positioned for successful delivery.
• Partner with Product Management and Engineering to align on roadmap, release readiness, and customer feedback loops.
• Work with Support and Customer Support to ensure seamless handoffs, shared KPIs, and exceptional customer experience.
• Coordinate with Finance, HR, and other corporate functions to ensure effective business operations, workforce planning, and P&L management.

Benefits

• Along with a competitive salary, this position includes eligibility for incentive awards based on both individual and business performance.
• We also offer a comprehensive range of benefits.
• To learn more about our benefits, visit: Benefits Summary
• CSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, physical and mental disability, marital status, veteran status, or any other characteristic protected by applicable law.
• If you need an accommodation during the recruitment process, please email us at [e-mail] and we will work with you to meet your accessibility needs.
• For applicants residing in California, please read Privacy Notice for California Residents | CSI (csiweb.com)
• Visa Sponsorship: We are unable to offer visa sponsorship for this position. Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed