Professional Services Domain Lead

Role Purpose

The Professional Services Domain Lead is a senior PS leader with end-to-end accountability for performance, commercial execution, and delivery quality within their domain. The Domain Lead is the authoritative voice on how Keyloop's domain products are scoped, sold, delivered, and continuously improved. They work alongside Regional Delivery Managers to drive consistent execution, and with Product, Engineering, and Sales to ensure the domain portfolio is commercially compelling, operationally fit for purpose, and delivered with repeatability at scale.

Operating globally and cross-functionally, this role drives the domain's PS execution, ensuring a tight interlock with all functions within the domain to execute on the domain's mission, whilst driving and adopting the core PS standards in delivery excellence. The domains are a critical operating model with the responsibility to deliver the Keyloop Fusion growth plan specific to their domain.

Underpinning everything is a commitment to customer outcomes - ensuring every engagement drives meaningful software adoption and delivers the business value customers contracted Keyloop to provide

Key Responsibilities

1. Domain Performance & Commercial Execution

• Own the commercial performance of the domain across all regions - revenue, margin, utilisation, and time to value.
• Drive domain pipeline in partnership with Sales and Account Management; contribute to scoping, commercial positioning, and SOW governance to ensure engagements are profitable, deliverable, and set up to achieve customer outcomes from day one.
• Lead domain performance reviews; hold a clear view of in-flight delivery risk, forecast accuracy, and margin at all times.
• Identify and pursue growth opportunities within the domain - upsell, expansion, and new use cases - recognising that customers who achieve strong outcomes on the Keyloop Fusion platform are Keyloop's most powerful commercial lever.
• Ensure PS days within Keyloop Traction programmes and Customer Success Plans are correctly scoped, tracked, and delivered to commercial commitments within the domain.

2. Fusion & Keyloop Platform: Commercial & Delivery Performance

• Drive the commercial performance of the domain's Keyloop product portfolio - spanning the relevant Fusion and Keyloop DMS products within scope - ensuring domain delivery contributes to PS revenue, margin, and time to value targets.
• Own the PS delivery proposition for the Keyloop products within the domain: ensure engagements are correctly scoped, commercially structured, and delivered to a consistent, repeatable standard that drives genuine customer outcomes - not just project closure.
• Work with Sales and Account Management to position domain-relevant Keyloop product implementations compellingly - translating product capability into clear commercial value and realistic delivery commitments.
• Partner with Product and Engineering to ensure Keyloop Fusion platform products within the domain are implementation-ready: surfacing gaps in delivery readiness, configuration complexity, and integration requirements.
• Ensure consultants across all regions are equipped to deliver the relevant Keyloop product engagements within the domain confidently - with the methodology, tooling, and domain knowledge to execute at scale.

3. Delivery Excellence & Methodology

• Define and own delivery methodology, reference configurations, and reusable solution components for the domain - ensuring consistency, quality, and accelerated time to value across all engagements.
• Ensure domain delivery is outcome-validated, not just task-completed - every engagement should close with evidence that the customer is using the Fusion platform effectively and has achieved the outcomes they were promised.
• Partner with Regional Delivery Managers to ensure high-quality, consistent execution of domain projects globally; act as the escalation point for complex, early adopter, and at-risk engagements.
• Drive down rework and delivery variance by building repeatable, well-documented delivery patterns that consultants can execute without reinventing the wheel.
• Lead domain input into Keyloop Traction tier design - ensuring Launch, Accelerate, and Supercharge tier definitions reflect realistic, high-quality domain delivery with clear customer outcome criteria at each tier.

4. Customer Outcomes, Adoption & Success

• Champion Keyloop's mission to set customers up for success - ensuring every domain engagement is designed, delivered, and measured with that outcome at its centre.
• Define what good looks like for customer software adoption within the domain: the benchmarks, adoption milestones, and outcome indicators that signal a customer is genuinely succeeding on the Fusion platform.
• Ensure adoption and outcome validation is built into domain delivery methodology - not left to Customer Success to pick up post go-live.
• Work closely with Customer Success to track domain customers through the adoption curve; identify patterns where customers are underperforming against expected outcomes and feed those insights back into delivery approach.
• Ensure smooth, knowledge-rich handovers from PS delivery into Customer Success and Support.
• Use customer outcome data to continuously improve domain delivery.

5. Cross-Functional Collaboration

• Product: Provide structured, evidence-based feedback from PS and customer engagements to influence the domain roadmap.
• Engineering: Work with R&D and Fusion platform engineering to ensure solution feasibility, delivery scalability, and that products are ready for implementation at pace.
• Sales: Support commercial conversations, scoping reviews, and customer-facing positioning for domain-specific engagements.
• Customer Success & Support: Ensure smooth handover from PS delivery into CS and Support; share domain knowledge that helps CS and Support teams accelerate adoption.
• PS Ops: Collaborate on forecasting, capacity planning, and tooling to ensure domain activity is accurately reflected in operational reporting.

6. Capability Building & Knowledge

• Own the domain knowledge base within PS - ensure consultants across all regions have the skills, materials, and structured training needed to deliver domain engagements confidently.
• Identify capability gaps within the global PS delivery community for the domain; design and implement targeted development to close them.
• Build and maintain a domain centre of excellence: best practices, lessons learned, delivery patterns, and configuration guides.
• Drive the onboarding and accreditation of co-delivery partners and GDC teams on domain delivery standards.

7. Automation, Digitisation & Continuous Improvement

• Lead the identification and implementation of automation opportunities within domain delivery.
• Monitor delivery performance data to surface patterns, bottlenecks, and improvement opportunities; translate insight into action.
• Champion a continuous improvement culture within the domain: structured retrospectives, feedback loops from customers and consultants, and rapid iteration on what isn't working.
• Contribute to Keyloop PS thought leadership - bringing domain expertise to market positioning, customer education, and internal capability.

Skills, Knowledge & Experience

Essential

• Senior leadership experience in Professional Services within a SaaS or enterprise software environment.
• Demonstrable commercial acumen: experienced in revenue management, margin accountability, scoping, and contributing to the sales cycle.
• Deep domain expertise within the relevant Keyloop product area - able to operate as the authoritative voice on implementation approach, configuration, and customer outcomes.
• Proven ability to drive delivery consistency across geographically distributed teams.
• Strong cross-functional influencing skills: able to work effectively with Product, Engineering, Sales, and CS without direct authority.
• Experience operating in or contributing to hub or centre-based delivery models.
• Data-driven: uses performance insight to manage, improve, and hold teams to account.

Desirable

• Knowledge of the automotive dealer or vehicle retail industry.
• Experience with productised PS frameworks and tiered onboarding models.
• Familiarity with delivery automation tooling and digitised project delivery workflows.
• Experience with the Keyloop Fusion platform, Fusion products, or Keyloop DMS solutions.

Qualifications

Education - Bachelor's degree in Business, Technology, or equivalent. Relevant postgraduate qualification desirable.

Certifications - PRINCE2, PMP/PMI or equivalent desirable. SaaS or domain-specific accreditation an advantage.

Experience - 10+ years in PS, consulting, or technical leadership roles within a SaaS or enterprise software environment.

What 'Great' Looks Like in This Role

• Owns the domain like a P&L - clear on the numbers, the risks, and what needs to happen next.
• The go-to person for Regional Delivery Managers when a domain engagement is complex, at risk, or commercially sensitive.
• Trusted by Product and Engineering to represent what customers actually need - not just what consultants find hard.
• Builds a domain delivery community that raises its own bar - through shared knowledge, honest retrospectives, and high standards.
• Treats customer outcomes as the real definition of delivery success - every engagement is measured by whether the customer is genuinely succeeding on the Fusion platform, not just whether the project closed.
• Brings commercial and delivery insight to every cross-functional conversation.