Head of Client Services

Position Overview:

We are seeking a Head of Client Services to lead delivery excellence across our Project Management Office (PMO) and Client Experience (CX) functions while remaining actively hands-on in the delivery of client engagements. This is a full-time temporary role through December 2026.

This role is intentionally designed as a player-coach position. You will both lead and do by setting direction raising the bar for delivery and coaching teams in real time while directly managing a portfolio of projects particularly those that are complex ambiguous or high-impact.

This is not a coordination or oversight-only role. You will be expected to make decisions drive momentum manage risk challenge assumptions and model what strong delivery looks like in practice both internally and with clients.

This job posting is for an existing vacancy currently available for immediate hire.

Scope of Delivery

You will oversee and contribute to a wide range of client engagements including:

• Short-duration advisory and assessment projects (e.g. penetration tests threat risk assessments)
• Multi-phase change-heavy initiatives such as SOC-as-a-Service or MDR onboardings
• Cross-functional engagements requiring alignment across security operations engineering advisory and client stakeholders
• Client environments where methodologies must be adapted or created rather than applied by default

What Success Looks Like in the First 90 Days

• Client delivery runs smoothly without frequent escalation or leadership intervention
• Complex projects move forward decisively despite ambiguity or evolving requirements
• Risks and delivery issues are surfaced early with clear options and recommendations
• ClickUp implementation underway with core workflows reporting and visibility in place to support delivery and resourcing decisions
• Regular utilization capacity and forecasting reporting established and reviewed with senior leadership
• Initial client success communications or campaigns delivered through HubSpot supporting proactive and consistent client engagement
• PMO and CX team members feel supported coached and clear on expectations rather than burdened by new process
• Create and begin implementing an operational maturity framework for delivery that is aligned to business needs

Key Responsibilities:

• Lead end-to-end delivery of client engagements personally managing complex high-risk or ambiguous projects
• Serve as the primary point of accountability for delivery quality outcomes and client confidence
• Actively drive momentum through timely decision-making and clear accountability across teams and stakeholders
• Coach and support PMO and Client Experience team members through hands-on participation in delivery modeling strong project leadership and client engagement
• Adapt delivery approaches based on project scope risk and client context rather than enforcing a single methodology
• Lead the development of operational maturity across PMO and Client Experience improving delivery consistency visibility and accountability without unnecessary bureaucracy
• Lead the implementation and adoption of ClickUp as the core delivery platform ensuring it meaningfully supports delivery risk management and client experience
• Use delivery data utilization metrics and trend analysis to inform prioritization resourcing decisions and forecasting
• Lead regular resource availability utilization and forecasting discussions with senior leadership providing clear visibility into capacity and upcoming needs
• Leverage HubSpot to support client success initiatives including client bulletins proactive communications and targeted campaigns that improve client experience and engagement
• Build strong trusted client relationships through clarity transparency and results
• Identify and manage delivery risks surfacing issues early with clear options and recommendations

Qualifications:

• 7 years of experience leading complex client-facing projects in technology security or IT environments
• Demonstrated ability to independently drive projects to completion
• Experience operating as a senior delivery lead practice lead or player-coach is strongly preferred
• Strong decision-making skills with a bias toward action accountability and outcomes
• Comfortable operating in ambiguity and defining structure where none exists
• Data-driven mindset with the ability to use metrics to inform delivery and prioritization
• Excellent communication and stakeholder management skills particularly in client-facing environments
• Experience delivering cybersecurity technology or IT projects would be an asset
• Advanced or super user experience with ClickUp to support delivery execution reporting and operational maturity
• Advanced or super user experience with HubSpot to support client success initiatives communications and engagement campaigns
• Project management certification such as PMP PRINCE2 SAFe or an equivalent credential is considered an asset but demonstrated delivery experience and results matter more than formal certification
• Eligible to work in Canada for the duration of the contract

About Lyrical Security:

Lyrical Security is a fast-growing Cybersecurity and Risk Management Services company based in Markham Ontario with employees located across Canada in a fully remote operating model.

Lyrical brings enterprise solutions to companies of all sizes across North America helping our customers to protect their most critical assets with resilient cyber security and risk management technology and services. We dig deeper to understand our customers needs and tailor solutions to detect respond and prevent security incidents ahead of the threat while maintaining compliance with best practices. Customers across North America trust our Managed Advisory Professional and Offensive Security Services to protect their businesses all day every day.

For more information about us visit Lyricals website at

We encourage people from underrepresented groups to keeping with our values no employee or applicant will face discrimination/harassment based on race color ancestry national origin religion age gender marital domestic partner status sexual orientation gender identity disability status or veteran status. Lyrical Security also strives to prevent other subtler forms of inappropriate behavior from ever gaining a foothold in our organization. Whether blatant or hidden barriers to success have no place at Lyrical Security.

Required Experience:

Director