Vice President, Professional Services PMO

The successful Vice President, Professional Services PMO will be a seasoned services delivery and transformation leader with a proven ability to scale, modernize, and operationalize a global Professional Services organization supporting our complex enterprise customers. This leader will own the end-to-end execution, governance, and performance management of Model N’s Professional Services delivery portfolio, while driving the evolution of delivery methodologies, operating models, and tooling to improve customer outcomes and accelerate time-to-value.

 

This role is responsible for establishing delivery rigor across onboarding, implementation, and professional services engagements for pharmaceutical, biotech, and medical device customers—while aligning best practices, championing modern SaaS delivery methodologies, and embedding AI-enabled execution at scale. As a key member of the Global Services Leadership Team and Senior Leadership Team, you will work closely with Services, Sales, Product, Customer Success, and Finance leadership to ensure Professional Services operates as a scalable, efficient, and customer-centric business. This position reports directly to the Chief Services Officer and is a high-visibility role with regular engagement with internal and external executive stakeholders.

 

·       Lead a centralized Professional Services PMO responsible for onboarding, implementation, and enterprise deployment programs

·       Ensure services are delivered on time, within scope, and in alignment with contractual commitments, regulatory requirements, and customer expectations

·       Serve as an executive escalation point for complex, at-risk, or high-profile customer engagements

·       Act as executive sponsor for strategic Life Sciences accounts, partnering with customer executives to ensure alignment, issue resolution, and long-term success

·       Drive consistent delivery quality and measurable customer outcomes across pharmaceutical, biotech, and medtech customers

 

·       Define and enforce modern project management methodologies, delivery playbooks, and lifecycle standards aligned with SaaS best practices

·       Oversee the full Professional Services delivery portfolio, ensuring effective prioritization, capacity alignment, proactive risk management, and achievement of financial and customer outcomes

·       Implement governance models to proactively identify delivery risk, compliance issues, and execution gaps

 

·       Lead the transformation of Professional Services delivery models to improve scalability, consistency, and speed to value

·       Standardize best practices across onboarding and implementation to reduce cycle times and accelerate customer realization of product value

·       Champion modern SaaS delivery methodologies including phased rollouts, configuration-first approaches, and repeatable implementation patterns

 

·       Champion the adoption of AI and automation within Professional Services to improve forecasting accuracy, delivery efficiency, and execution predictability

·       Identify and prioritize AI use cases (e.g., GenAI, Agentic AI, workflow automation) that reduce manual effort and enhance delivery quality

·       Lead change management and adoption efforts to ensure new delivery models, tools, and AI-enabled capabilities are embedded into day-to-day execution

 

·       Partner closely with Services Operations and Finance to manage utilization, capacity planning, margins, and forecasting for Professional Services

·       Drive operational discipline around backlog management, staffing alignment, and delivery forecasting

·       Establish KPIs and dashboards to track performance (e.g., time-to-value, on-time delivery, utilization, margin, CSAT)

·       Ensure Professional Services contributes predictably to overall Services revenue, margin, and annual operating plan commitments

 

·       Lead and scale a high-performing global PMO team

·       Build delivery leaders capable of operating in a modern SaaS, data-driven services environment

·       Establish clear accountability, performance expectations, and development plans for leaders and teams

·       Foster a culture of ownership, continuous improvement, and execution excellence