Manager (Transformation)

The client is a leading provider of SaaS solutions that empower companies to take payments securely, adhere to strict industry governance, and reduce the significant business risks posed by non-compliance and data loss. They are integrated and resold by some of the worlds leading business communications vendors, as well as major payment service providers.

Location: 5 days working from Gurgaon Office

Working hours: 11:00 AM-8:00 PM

THE OPPORTUNITY:

Reporting to the VP Professional Services, this is a senior role at the centre of PS's commercial and operational maturity. You will build the frameworks, systems and reporting that turn Professional Services into a scalable, margin-positive function - cost-to-serve modelling, commercial reporting and process automation. You will be working on Professional Services initiatives with Finance, Sales, Product and Partners.

YOU WILL BE RESPONSIBLE FOR:

• PS Profitability & Commercial Governance - own execution of the PS (Professional Services) Profitability Programme, including the cost-to-serve baseline, rate card design and margin policy applied across delivery types.
  
• Drive the rollout and ongoing monitoring of platform services standardisation and similar PS initiatives - ensuring reusable delivery assets and service scope clarity are maintained and updated as the product lifecycle evolves.
  
• Lead the implementation and rollout of new PS product and service initiatives to end customers - such as self-serve onboarding, working cross-functionally to ensure successful adoption.
  
• Scope Governance & Change Management - own the SOW template library and the change order commercial framework, defining categories, pricing tiers and escalation paths, and working with the Customer Solutions team to protect scope accuracy and revenue recognition integrity.
  
• Automation & Process Design - Drive automation into the customer onboarding journey across delivery phases such as discovery & design, QA  to reduce manual effort and deliver measurable cost savings across the PS lifecycle.
  
• Lead a team  - covering SIP and WIS engineers, providing technical coordination and support for project-related matters, taking ownership of resource allocation and capacity planning.
  
• Own billable utilisation targets globally and escalate resourcing gaps or over-capacity risks before they impact delivery commitments or PS margin.
  
• Maintain the reporting and monitoring of PS delivery metrics - including TTR, billable utilisation, revenue per head, standardisation ratio, and PS gross margin.
  
• Build and maintain expert knowledge of products, services, and deployment methodology.
  

WE WANT TO HEAR FROM YOU IF YOU:

• Extensive experience in technology services, with deep domain expertise across CaaS, UCaaS, voice platforms, and web or application-based solutions - including hands-on technical delivery.
  
• Knowledge of SIP, SBC, media gateway, and integration architectures alongside payment or compliance platforms.
  
• Demonstrated experience owning end-to-end professional services delivery - from complex solution design and SOW governance through to go-live, change orders, and in-life support.
  
• Strong commercial acumen with experience owning PS delivery metrics - including utilisation, margin, time-to-revenue, and resource capacity planning - and presenting performance data to senior leadership.
  
• Systems and data literacy - hands-on experience with Salesforce and PSA tooling (Precursive or equivalent); able to build reporting infrastructure, not just consume it.
  
• Technical awareness sufficient to engage credibly with Solutions Architects and delivery engineers, and to review SOW scope and change requests with confidence.
  
• Experience working cross-functionally with Sales, Product, and Engineering on professional services-related matters - comfortable holding authority in commercial conversations.
  
• Self-motivated and resilient leader with a track record of building high-performing teams and driving adoption of standards and frameworks across geographically distributed functions.
  
• Exceptional written and verbal communication - able to produce executive-ready reporting and present independently to senior stakeholders.
  

IN RETURN WE OFFER:

• A dedicated day off to mark your work anniversary, in addition to your annual leave.
• We take care of your health: a dedicated day off for your annual check-up, with the cost reimbursed.
• Comprehensive medical insurance cover, including personal accident cover.
• On-site cafe with meals expensed.
• Sponsored learning and development, with regular knowledge-sharing sessions to keep you growing.
• A collaborative, energetic workplace with team events, incentives, and competitions throughout the year.
• Company goodies and merchandise to keep things fun.