• Manage all activities associated with the efficient operation of accounts in relations to West Support in pay and bill preparation • Ensure customer satisfaction, compliance, employee relations and continuous improvement • Provide creativity, agility and superior customer service that will exceed our Customer’s expectations

• Own payments performance across cards and alternative payment methods • Diagnose decline drivers, issuer behaviour, and regional performance patterns • Deliver optimisation initiatives across authentication, routing, retries, and recovery • Establish structured experimentation and learning loops • Own payments dashboards, reporting, and performance insights • Act as escalation point for payments incidents • Partner with PSPs, acquirers, and networks to improve authorisation outcomes

• Own and execute the long-term ServiceTitan roadmap across all locations • Design scalable system architecture to support acquisitions and expansion • Evaluate and implement additional ServiceTitan products and integrations • Lead change management and system adoption initiatives • Establish documentation standards and SOP governance • Manage and develop ServiceTitan Administrators • Align pricebook configuration with commission structures and pay plans • Ensure booking rules, capacity, and availability logic support business strategy • Drive efficiencies across booking, dispatch, install, sales, and invoicing • Identify automation opportunities to reduce manual work • Conduct frequent audits of adoption and system configurations • Ensure workflows support both revenue growth and operational excellence • Ensure data accuracy across all business units and locations • Partner with Business Intelligence to leverage system data for strategic decisions • Align system reporting structure with executive and operational needs • Support compensation modeling and commission impact analysis • Serve as first-line helpdesk support for ServiceTitan-related tickets • Assist with onboarding and offboarding processes • Coordinate with vendors and senior IT on advanced escalations • Provide training and guidance to employees • Ensure compliance with security protocols and IT policies

• Lead, coach, and develop a team of Project Managers • Establish and enforce project management standards, methodologies, and best practices • Provide guidance on project planning, execution, risk management, and client communication • Manage team capacity, workload distribution, and resource alignment • Standardize project lifecycle processes, tools, and reporting • Improve project scoping accuracy, forecasting, and change order management • Drive continuous improvement in delivery quality, speed, and predictability • Establish and track KPIs (on-time delivery, budget performance, client satisfaction) • Collaborate closely with Consulting, Engineering, and Account Management teams • Directly manage high-priority or complex client projects • Ensure projects are delivered on time, within scope, and within budget • Oversee project governance, including risk, issue, and change management • Maintain accountability for project financial performance