Our client is a highly successful, well-established, global software company which is recognised as an industry leader. As part of the growth plans for an exciting part of the business, we are recruiting a senior leadership position for the Global Customer Services organisation.
The role will be critical in the global leadership team and will lead Services operations and turn strategy into repeatable execution.
* Own cadence, programs, data, and cross-functional execution
* Drive cross-functional alignment (Sales, Finance, Product)
* Own special projects, including AI enablement, partner onboarding
* Act as the escalation point for delivery issues and customer success risks
* Own the operating rhythm: weekly/monthly/quarterly reviews and CX dashboard
* Lead program management across implementations and upgrades
* AI-first enablement: lead AI rollout across delivery/support
* Orchestrate alignment with internal teams, including Cloud Ops, etc
* Partner operations: certification tiers, capacity planning, etc
Requirements:
* 15+ years in enterprise software/services; 10+ years in senior leadership, managing global services teams across regions.
* Proven track record of transforming services towards productized and recurring revenue models.
* Strategic leadership with strong commercial acumen and operational discipline.
* Expertise across the customer lifecycle, consulting delivery, and support operations.
* Comfortable with partner ecosystems and customer engagement.
* Familiarity with AI-driven service enablement and digital transformation.
* Strong customer-centric mindset; credible at C- level; strong cross-cultural leadership and ability to influence across Product, Sales, Finance, and Operations.