Job Description

VP, Professional Services - North America • Banking & Intermediaries

THE OPPORTUNITY

ACI Worldwide powers global payments for over 1,300 of the world's leading financial institutions, intermediaries, and merchants. Our payments software underpins trillions of dollars in transactions each year - and Professional Services is the engine that turns that software into client outcomes.

This role is a rare opportunity to lead Professional Services across one of ACI's most strategically significant regions. North America is home to some of our largest and most complex banking and intermediary relationships - institutions that depend on ACI's platforms as mission-critical infrastructure.

You'll lead a team of over 100 Professional Services professionals delivering the full spectrum of services: new business implementations, add-on product installations, custom development for clients, professional technical support, and training. It's a broad remit, a real P&L, and a mandate to raise the bar on what enterprise Professional Services delivery looks like in North America.

We're at an inflection point - investing in standardized delivery models, AI-enabled workflows, and the leadership infrastructure to scale. The VP, Professional Services North America will be at the center of that transformation, with the authority to shape it.

If you're a Professional Services leader who builds trust with clients and teams in equal measure, who can hold a P&L and a people agenda at the same time, and who wants to define what great looks like in enterprise payments delivery - this is the role.

WHAT YOU'LL DO

• Grow the Business - Own the North America Professional Services revenue and margin targets. Partner with Sales on deal shaping, pipeline health, and services bookings. Identify expansion opportunities within the existing customer base and drive double-digit services growth through scalable, repeatable delivery models.
• Deliver for Clients - Maintain a healthy, well-governed portfolio spanning implementation, installation, custom development, onsite support, technical support, and training engagements. Be the executive sponsor your clients call when it matters most - and the leader who turns escalations into references.
• Lead and Develop Your Team - Lead, develop, and retain a team of over 100 Professional Services professionals across North America. Create clear career pathways, invest deliberately in individual growth, and build the succession depth the region needs to scale.
• Drive Operational Rigour - Implement consistent KPIs, delivery governance standards, and AI-enabled workflows that make delivery predictable and continuously improving. Translate delivery data into executive-level insight and act decisively on portfolio health.
• Align Across ACI - Be the connective tissue between Professional Services, Sales, Product, Engineering, and Customer Support. Ensure commercial commitments are deliverable, product feedback loops are active, and clients experience One ACI - not a collection of functions.
• Set the Cultural Tone - Build a region-wide culture of innovation, shared learning, and growth mindset. Model AI fluency. Make continuous improvement a daily habit, not a quarterly initiative.

HOW SUCCESS IS MEASURED

• Revenue & Margin: Professional Services P&L performance against revenue, margin, and utilisation targets for the North America region
• Delivery Predictability: On-time and on-budget delivery rates across the active NA project portfolio
• Client Outcomes: Customer satisfaction (CSAT/NPS), time-to-value, and retention across Banking & Intermediaries accounts
• Pipeline & Attach Rate: PS pipeline coverage, services bookings, and attach rate to new and expansion ACI deals
• Team Health: Voluntary attrition, leadership bench strength, and overall team engagement
• Cross-Functional Impact: Quality and cadence of product feedback loops, Sales alignment, and One ACI client experience delivery

WHAT YOU'LL BRING

You're an experienced Professional Services or delivery leader in enterprise software - ideally in payments, banking technology, or a closely adjacent fintech space. You've run a P&L, led large distributed teams, and navigated the complexity of senior financial institution relationships. You know what great delivery looks like across implementation, support, and training disciplines - and you build organisations that can sustain it.

Specifically, you'll have:

• 10+ years in professional services, implementation, or technology delivery leadership - with at least 5 years at a senior or VP level
• Direct P&L ownership in a services business, with a track record of growing revenue and improving margin
• Experience leading teams of 75 or more across multiple locations, with a strong record of talent development and retention
• Deep experience managing senior client relationships in banking, financial intermediaries, or payments - including executive-level escalation management
• Breadth across the services delivery spectrum: implementation, technical support, training, and onsite engagement models
• Proven ability to drive outcomes across Sales, Product, and Engineering without direct authority - in a matrixed, global organisation where influence matters as much as position
• The strategic instinct to connect regional delivery patterns to broader business and
  turning insight into action
• A genuine and demonstrable commitment to AI-enabled ways of working - not as a future ambition, but as something you are actively building into how your teams deliver today
• Experience with ACI's product portfolio or direct exposure to North American banking and payments infrastructure is a strong plus - but not a prerequisite for the right leader.

WHAT YOU'LL FIND HERE

• A mandate to lead: Real accountability, real authority. You'll own your region and be a voice in how global Professional Services evolves.
• Investment in the organisation: AI enablement programmes, modernised tooling, and a global Professional Services organisation actively investing in how it delivers. The infrastructure to build something excellent.
• Clients that matter: Some of the most complex, high-stakes payment environments in North America. Work that has real consequence.
• A global peer group: Peer VPs across EMEA, APAC, and LATAM. A collaborative global PS leadership team that shares what works and builds together.

WHY THIS ROLE MATTERS

Professional Services is where ACI's technology meets reality. It's the function that determines whether a client's payment infrastructure goes live on time, runs reliably, and delivers the outcomes they were promised. The VP, Professional Services North America doesn't just run a delivery organization - they define what it means to be a trusted partner to some of the most important financial institutions in the world.

Applicants must be currently authorized to work in the United States on a full-time basis. This position does not offer sponsorship for employment visa status or work permit now or in the future.

In return for your expertise, we offer opportunities for growth, career development, and a competitive compensation and benefits package-all within an innovative and collaborative work environment.

Are you ready to help us transform the payments ecosystem? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.comJob ID (Requisition #19456)

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