Job Title

Overview 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 Lyrical Securitys website at www.lyricalsecurity.com We encourage people from underrepresented groups to apply. In 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. #J-18808-Ljbffr