Synopsis of the role The Head of Professional Services & Client Delivery will oversee all Equifax Canada Client facing professional services and client delivery. This position will report to the Chief Operations Officer, and will be responsible for defining and executing the strategy of professional services. Will manage a team of dedicated and diverse project and delivery specialists, ensuring the successful delivery of Equifax products and services to our valued clients.This position is hybrid, requiring work in office 3 days a week. What you will do Strategic Leadership Develop and execute the professional services strategy aligned with business goals. Manage and grow services revenue, profitability, and services pricing strategy. Collaborate with Sales, Product, and Operations teams to drive cross-functional success. Service Delivery Management Ensure successful delivery of client projects and engagements, meeting quality, timeline, and budget targets. Manages, negotiates, and coordinates with technology, and business stakeholders on prioritization of tactical and strategic delivery initiatives, as well as monitor the entire project process. Oversee resource planning, allocation, and utilization across multiple projects. Implement scalable service delivery models and frameworks to handle growth. Oversee end to end client delivery testing and innovate in testing automations and ongoing improvement of overall quality. Managing Business requirements documentation and test cases development. Leverage their solid understanding of Equifax Canada priorities, objectives, requirements and challenges and their impact on the client delivery model in order to effectively deliver. Conduct regular in depth root-cause analysis and implement corrective actions to ensure consistent improvement of overall quality and customer satisfaction. Client Relationship Management Build and nurture relationships with key clients, ensuring satisfaction and retention. Serve as an escalation point for complex client issues. Identify opportunities to expand business within existing accounts (upselling/cross-selling). Team Leadership and Development Recruit, mentor, and retain top talent for the professional services team. Foster a culture of collaboration, continuous learning, and accountability. Drive employee engagement and professional development initiatives. Process Improvement Establish and optimize processes, tools, and methodologies to enhance operational efficiency. Monitor industry trends and incorporate best practices into service delivery. Implements processes, practices, and tools allowing for multiple paths of delivery. i.e., create simplified, consistent, reusable, efficient and flexible methodologies Financial Oversight Manage the professional services budget, revenues and ensuring cost-effectiveness and profitability. Develop forecasts, monitor revenue, and ensure financial targets are achieved. What Qualifications You Need Bachelor’s degree in Business Administration, Computer Science, Engineering, or a related field. An MBA or equivalent advanced degree is often preferred for the strategic and business acumen required. Minimum 10+ years of experience in Professional Services, Consulting, or Customer Success roles. At least 5 years of experience in a senior leadership or management position, overseeing teams and budgets. Hands-on experience managing client relationships, resolving conflicts, and delivering complex projects. Track record of working with C-suite stakeholders and translating business needs into technical solutions. What Could Set You Apart Bilingual English & French (Preferred) Proficiency in project management tools (e.g., PMP, Jira, Asana) and methodologies (e.g., Agile, Waterfall). Superior problem solving and analytical skills. In-depth understanding of the Banking, Financial Services industry or technology relevant to the company’s professional services. Project Management: PMP, PRINCE2, or Agile certifications. IT Service Management: ITIL certifications. Industry-specific certifications (e.g., Six Sigma, cloud certifications). Primary Location: CAN-Toronto-5700 Yonge Function: Function - Fulfillment / Operations Schedule: Full time At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best. Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law. For US Applicants If you'd like more information on your EEO rights under the law, please view our EEO Policy Statement, EEO is the Law Declarations, and Nondiscrimination Provision. If you need a reasonable accommodation to assist with your job search or applicant for employment, please contact us by sending an email to GTA@equifax.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying. Equifax participates in E-Verify and Right to Work (English and Spanish).
