VP of Global Professional Services
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Job Description
VP of Global Professional Services leading strategy and innovation for a world-class SaaS services organization. Delivering measurable customer outcomes through scalable and AI-driven service offerings.
Responsibilities:
- Define and own the global Professional Services strategy, including vision, operating model, portfolio design, pricing, and regional delivery approach
- Evolve services from project-based delivery to outcome-driven, repeatable offerings aligned to customer maturity and use cases
- Lead continuous innovation in service offerings, including AI-enabled delivery, automation, packaged services, and digital-first engagement models
- Partner with Product and Engineering to influence roadmap priorities using structured insights from delivery data, customer outcomes, and adoption patterns
- Leverage AI, analytics, and tooling to improve delivery efficiency, predict risk, accelerate onboarding, and reduce cost to serve
- Establish data-driven capacity planning, utilization management, and demand forecasting at global scale
- Build modern service instrumentation to track time to value, adoption, customer outcomes, margin, and quality
- Define and enforce standardized delivery methodology, governance, and quality metrics across all regions
- Sponsor strategic customer engagements, executive briefings, and critical escalations
- Ensure consistent, high-quality delivery while balancing speed, scalability, and customer experience
- Drive world-class time to value, customer NPS, and renewal impact through services
- Own Professional Services financial performance, including gross margin, utilization, cost structure, and delivery efficiency
- Indirectly influence services bookings, attach rates, and expansion through strong GTM alignment and compelling offerings
- Partner with Sales, Success, and Finance on packaging, pricing strategy, and commercial models
- Lead and develop a global Professional Services organization, including regional and functional leaders
- Build strong succession, leadership capability, and accountability across the team
- Operate as a senior executive partner to Sales, Customer Success, Product, Support, and Finance to deliver a cohesive end-to-end customer journey
- Act as an internal thought leader on services strategy, customer value realization, and scalable delivery models
Requirements:
- Proven experience leading a large, global Professional Services organization in a SaaS or platform-based company
- Demonstrated success scaling services that include onboarding, integration, platform extension, and advisory offerings
- Strong strategic mindset with the ability to translate vision into execution at scale
- Experience modernizing services through standardization, packaging, automation, or AI-driven approaches
- Deep understanding of services economics, margin management, and delivery optimization
- Experience leading senior leaders and multi-layered global teams
- Executive presence with the ability to influence across functions and at the C-level
- Relevant certifications a plus (PMP, Agile, Business Management, Quality Management, etc.)
- Ability to travel internationally as needed
Benefits:
- Health insurance
- 401(k) matching
- Flexible work arrangements
- Professional development opportunities
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