Job Summary: Trapeze ITS UK, a leading provider of intelligent transport systems, is seeking an experienced Head of Service Delivery to lead our Project Engineering and Professional Service teams. Trapeze ITS UK is part of Modaxo, a global organization bringing together businesses that collectively focus on advancing new technologies and innovations for people transportation. With more than two dozen companies representing 12 brands, Modaxo comprises 2,000 people, operating from 35 offices in 21 countries around the world. As an employer we are committed to cultivating a friendly and exciting working environment, with huge emphasis on employee engagement. We can offer the sense of social community often associated with a small, local business; combined with the expected advantages of working for a far larger employer: great benefits; dedication to identifying talent; and huge investment in staff development. “Modaxo’s expertise, global bench strength, and singular focus on People Transportation make it a great home for technology companies that share our vision to efficiently move the world’s people” – Bill Delaney, CEO, Modaxo. Job Description: As Head of Service Delivery (Project Engineering/Professional Services), you will be responsible for leading a high-performing team of engineers, and technical specialists to deliver client projects and ensure financial and operational excellence. A core focus of this role is maintaining the PS ratio at group expectations, maximising billable utilisation, and ensuring the team achieves their SMART objectives while fully embodying our GOLD values: Growth – Fostering continuous learning, development, and innovation within the team. Outcome – Delivering measurable, high-quality results that align with organisational and client goals. Lean – Driving efficiency, process optimisation, and cost control. Data – Using metrics and analytics to ensure informed decision-making and accountability. The role demands strong commercial acumen, leadership, and the ability to influence and mentor teams to achieve business goals. You will be instrumental in aligning project delivery with business strategy, ensuring profitability, and driving continuous improvement. Key Responsibilities Strategic Leadership and Team Management Provide leadership, direction, and motivation to the professional services team, ensuring a high-performance culture. Drive a PS ratio of at least 2.0, ensuring all team members achieve and maintain billable utilisation targets. Develop and execute a strategy to optimise team performance, professional development, and succession planning. Ensure all team members are achieving SMART objectives aligned with business goals. Champion Trapeze’s GOLD values, embedding them within the team’s ways of working. Deputise for the Operations Director as required, providing leadership in their absence and representing the department at key meetings. Participate in strategic and leadership conversations, contributing insights and expertise to business planning and decision-making. Financial, Reporting, and Commercial Management Maintain full P&L accountability for the professional services function. Implement strong cost control measures, ensuring budgets are forecasted, reviewed, and updated regularly. Ensure that project and service invoices are issued promptly, with strong cash collection processes in place. Identify and drive revenue opportunities within professional services, ensuring profitable growth. Translate real-world activities into financial and performance metrics, ensuring accurate reporting and data-driven decision-making. Ensure robust reporting mechanisms are in place to provide actionable insights into project performance, financials, and resource utilisation. Track and analyse key performance indicators, using quantitative data to support continuous improvement and operational efficiency. Project and Service Delivery Excellence Oversee project delivery, ensuring all projects meet scope, timeline, and quality metrics. Act as an escalation point for project challenges, fostering a solution-oriented culture. Ensure robust risk management processes are in place to mitigate project and financial risks. Work closely with stakeholders, including clients and internal teams, to align service delivery with expectations. Lead the integration of Lean methodologies and continuous improvement initiatives to drive efficiency. Stakeholder Engagement and Communication Act as the senior point of contact for client interactions related to professional services. Provide regular executive-level reporting on key performance indicators, risks, and strategic initiatives. Drive cross-functional collaboration with sales, operations, and product teams to enhance service delivery. Ensure compliance with DPO, GDPR, and other regulatory requirements relevant to service delivery. Accountabilities Maintain a PS ratio of 2.0 or above, ensuring effective resource utilisation. Ensure all financial targets are met, including revenue, margin, and cost control. Drive team performance, ensuring individuals meet their billable utilisation targets and SMART objectives. Lead continuous improvement initiatives to optimise processes, reduce inefficiencies, and enhance service delivery. Promote and uphold the GOLD values, ensuring they are embedded in day-to-day operations. Act as a strategic partner to the business, providing insights, recommendations, and leadership in professional services. Ensure all reporting and financial tracking translates actual work into clear and actionable metrics. Key Skills Leadership and Strategy Proven experience leading and developing high-performing professional services teams. Strong ability to set and execute strategic plans, ensuring alignment with business objectives. Excellent stakeholder management, with the ability to influence at all levels. Excellent leadership, coaching, and mentoring skills, fostering a high-performance culture and professional development within the team. Proven experience leading and developing high-performing professional services teams. Strong ability to set and execute strategic plans, ensuring alignment with business objectives. Excellent stakeholder management, with the ability to influence at all levels. Commercial and Financial Acumen Experience in managing budgets and P&L responsibilities within a service delivery function. Strong understanding of utilisation, cost control, and revenue optimisation in a professional services environment. Ability to drive financial performance while ensuring high-quality service delivery. Strong skills in reporting and data analysis, ensuring accurate and actionable insights. Financial acumen with experience in managing budgets and controlling costs, ensuring fiscal responsibility and profitability. Experience in managing budgets and P&L responsibilities within a service delivery function. Strong understanding of utilisation, cost control, and revenue optimisation in a professional services environment. Ability to drive financial performance while ensuring high-quality service delivery. Strong skills in reporting and data analysis, ensuring accurate and actionable insights. Project and Service Management Expertise Deep knowledge of project delivery, professional services, and operational efficiency. Experience with Lean, ITIL, PRINCE2, and Agile methodologies. Strong track record in driving continuous improvement and operational excellence. Expertise in Lean Six Sigma and continuous improvement methodologies, ensuring efficiency and effectiveness in service delivery. Deep knowledge of project delivery, professional services, and operational efficiency. Experience with Lean, ITIL, PRINCE2, and Agile methodologies. Strong track record in driving continuous improvement and operational excellence. Data-Driven Decision-Making Ability to use analytics and data to inform strategic decisions and optimise team performance. Experience in using KPIs, financial metrics, and operational data to drive performance. Strong analytical, problem-solving, and decision-making abilities, ensuring a proactive approach to operational challenges. Ability to use analytics and data to inform strategic decisions and optimise team performance. Experience in using KPIs, financial metrics, and operational data to drive performance. Additional Skills Outstanding communication and interpersonal skills, fostering collaboration across departments and stakeholders. Ability to work effectively in a fast-paced, dynamic environment, ensuring adaptability to evolving business needs. A working knowledge of the public transportation environment, leveraging industry insights to drive strategic decision-making. Qualifications Ideally, a Bachelor’s degree in Computer Science, Information Technology, Engineering, or Business Administration. Professional certifications in ITIL and PMP or PRINCE2 are beneficial. Additional certifications in AWS or other relevant technologies are advantageous. Minimum of 5-7 years of experience in a senior leadership role within professional services, project management, or operations. Proven track record in leading teams, driving performance, and delivering successful outcomes. Strong analytical and communication skills with the ability to adapt to changing environments and manage temporary responsibilities linked to ongoing change projects. In return we will offer a competitive salary along with a comprehensive benefits package including a discretionary bonus, healthcare cash back scheme, private pension scheme, life assurance and income protection, a great holiday package including a buy and sell scheme, as well as many initiatives to support a healthy lifestyle. Worker Type: Regular Number of Openings Available: 1 And a fantastic opportunity to join a market leading Software Company. If you’re interested in this role then click on apply!