VP of Software Services

The Vice President (VP) - Software Services is a key senior leadership role responsible for overseeing and driving the strategy, growth, and delivery of the company's software services portfolio across a variety of international markets. This role will steer the organisation towards a professionally directed and data driven function that maximises sustainable and proven value for customers, employees and Civica. The VP will lead teams focused on customer implementation, consulting, and other software-related services, ensuring a seamless experience for clients and driving shorter time to value cycles. You will work closely with peers to align software services with company goals, leveraging innovation, operational excellence, and customer insights to ensure continued business growth and market leadership. Your teams will deliver high value implementation services and solutions that exceed customer expectations, collaborating with leaders across functions such as Sales, Support, Development, Product and Central Functions. This role is critical for the success of Civica and success in this role will depend on the following behaviours: Pace and Variety of Activities

• Sense of urgency for goal achievement, Develop and execute the strategy for software services across a variety of international markets, ensuring alignment with the company's overall goals and vision.
• Lead and inspire teams across a variety of international markets, in areas such as software implementation, consulting, managed services, and product training to achieve world-class service delivery.
• Build and implement scalable processes, methodologies, and frameworks for the delivery of software services across a variety of international markets.
• Ensure the services portfolio is continuously improved to meet customer needs, industry trends, and new technological advancements.
• Partner with the senior leadership team to set goals for the software services function, aligning with broader business objectives.
Team Leadership & Development:
• Build, mentor, and manage a high-performing team of software services professionals, fostering a culture of excellence, innovation, and accountability.
• Promote talent development by providing coaching, training, and leadership opportunities to ensure the team is equipped with the necessary skills and expertise to succeed.
• Encourage collaboration across regions and departments to ensure consistent service delivery and knowledge sharing.
• Develop clear career progression paths within the software services function, enhancing employee engagement and retention.
Operational Excellence & Innovation:
• Drive the adoption of best practices, frameworks, and methodologies that enable efficient, effective, and high-quality software service delivery.
• Oversee the continuous improvement of software services, ensuring the adoption of new technologies, processes, and tools that improve productivity and the customer experience.
• Lead the adoption of automation and AI in the software services function to optimise workflows, reduce costs, and increase scalability.
• Analyse key performance metrics (KPIs) and service data to optimise operational performance and proactively address challenges or opportunities for improvement.
Cross-Functional Collaboration:
• Work closely with Support, Sales, Product, and Marketing teams to ensure alignment between customer-facing functions and the software services function, enabling seamless handoffs and customer experience management.
• Collaborate with the product management and engineering teams to provide feedback from customers and ensure that service offerings align with product capabilities and new releases.
• Lead coordination between the software services team and other internal departments to ensure smooth implementations, customer onboarding, and ongoing customer support.
Financial Management:
• Oversee the financial performance of the software services function, ensuring profitability and cost control while maintaining high-quality service delivery.
• Develop and manage the budget for software services across a variety of international markets, ensuring efficient resource allocation and maximising return on investment.
• Establish pricing models for software services that reflect market demand, customer needs, and competitive benchmarks.
Business Growth & Market Positioning:
• Identify new market opportunities for software services and work with the sales and marketing teams to drive business growth.
• Promote the value proposition of the software services portfolio to both existing and prospective customers.
• Represent the company's software services offerings at industry events, forums, and with key stakeholders, acting as a thought leader in the market.
Risk Management & Compliance:
• Ensure that all software services comply with relevant industry regulations, data privacy laws, and internal policies.
• Proactively manage risks related to software services delivery, ensuring mitigation strategies are in place for issues such as project delays, scope creep, and resource allocation.
• Ensure customer data security and confidentiality through robust procedures and compliance with best practices and relevant standards.
• Ensure projects are delivered according to Civica standards (PPM policy and procedures, governance standards) and to any additional client specific standards/policies.
  
  Handling multiple, simultaneous activities
• Comfortable in a fast-paced environment
Focus
• Results focus guided by data driven insights
• Innovative and creative problem solving
• Engage commitment of others
Decision-Making
• Problem solving orientation
• Calculated Risk taking
• Quick decision making in response to changing conditions
Communication and Collaboration
• Confident, enthusiastic, persuasive
• Influences, stimulates others to action
• Collaboration focused on results
Delegation and Leadership Style
• Generalist expertise, knowledge of systems
• Delegation of details as necessary, with follow up on timeliness and quality
• Accountability for results, Extensive experience in the SaaS, cloud, or enterprise software industry (with the most recent being in a senior leadership role), and with a demonstrated ability to drive growth and operational efficiency in a competitive market.
• Extensive experience in transformation/complex change management in an ever-changing environment.
• Proven track record of building and leading large teams across a variety of international markets, delivering high-quality software services.
• Deep understanding of the software development lifecycle, from implementation to post-sale support, and the ability to drive service excellence at every stage.
• Strong experience in managing P&L responsibilities, budgeting, and achieving financial targets within a software services function.
• Experience in managing complex teams including remote teams, providing leadership in an environment of ambiguity.
• Excellent communication, negotiation, and presentation skills, and the ability to effectively engage and influence stakeholders at all levels and inspire teams across multiple regions and functions.
• Experience in leading a customer-facing business and relationship building with C-level customers.
• Demonstrable organisational skills within complex project delivery.
• Experience in collaborating with leaders across the function and wider organisation to deliver on business goals.
• Strong problem-solving, analytical, and decision-making skills, with the ability to turn data insights into actionable strategies for complex problems.
• Planning capabilities, both strategic and responsive.
• High level of emotional intelligence, capable of managing complex customer relationships and leading teams through change.
Preferred skills
• Extensive understanding of development lifecycle and delivery.
• Project Management experience (PRINCE2 preferred).
• Knowledge of project delivery within GovTech.
• Familiarity with AI-driven service tools, automation, and self-service platforms.
• Multilingual skills and experience working with teams across a variety of international markets.
Reporting relationship(s): Reporting to the Chief Customer Officer You will have direct reports who lead the Software Services teams across a variety of international markets.

We're Civica and we make software that helps deliver critical services for citizens all around the world. From local government to central government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens. Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration. As a company, we're passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

Why You'll Love Working with Us As a company, we're passionate about what we do and the citizens we serve. If you, too, want to champion the use of technology in public services to improve outcomes for citizens and public sector organizations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve career growth, and make a real difference to people and communities. We know that when our people are happy, they work better and have greater job satisfaction. Here's what you can expect: Time Off & Work-Life Balance 25 Days Annual Leave + bank holidays - plus the option to buy up to 10 extra days! Days of Difference - Up to 3 extra days off for volunteering. Financial Well-being & Security Pension Contributions - 5% employer match to support your future. Income Protection - Up to 75% salary cover for long-term illness. Life Assurance - 4x salary tax-free lump sum. Critical Illness Cover - £25,000 lump sum (extendable to dependents). Health & Perks Private Medical Insurance - Fast access to private healthcare. Health Cash Plan - Claim back physio, therapies & more. Dental Insurance - Cover for routine & emergency care. Affinity Groups - Join employee-led communities. Bounty Bonus - Refer a friend & get rewarded. At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We believe that a variety of perspectives drives innovation and excellence, and we welcome applicants from all backgrounds, cultures, and experiences. We are an equal opportunity employer. We do not discriminate based on race, ethnicity, religion, gender, sexual orientation, disability, age, or any other legally protected characteristic. Our recruitment process is designed to ensure fairness and transparency, so every candidate has an equal chance to contribute to our mission. If you need any adjustments or accommodations to participate in our recruitment process, please let us know. We are here to support you.