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Global Head of Services
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About the Role
We are seeking an experienced and commercially minded Head of Services to lead a global Services organisation supporting enterprise customers across multiple regions. This is a senior leadership position with end-to-end responsibility for Professional Services, Implementation, Delivery and Support, ensuring customers realise measurable value throughout the lifecycle of the platform.
The successful candidate will bring extensive experience leading complex, global services organisations within enterprise SaaS, GRC, risk, compliance, cybersecurity or other mission-critical software environments. You will be responsible for strengthening operational performance, developing leadership capability, improving customer outcomes and driving the evolution towards a more AI-enabled services operating model.
This is an operational leadership role for a hands-on executive who combines strategic vision with strong commercial and execution discipline.
Key Responsibilities
- Lead the global Services organisation, setting strategy, operating model, governance and performance standards across implementation, delivery and support.
- Oversee complex enterprise implementations and transformation programmes, ensuring predictable delivery, quality, commercial discipline and customer outcomes.
- Drive global customer support excellence, strengthening SLA performance, service quality, operational efficiency and customer satisfaction.
- Build and develop a high-performing global leadership team, establishing clear accountability, succession planning and a culture of ownership.
- Lead the adoption of AI, automation and intelligent workflows across Services to improve scalability, productivity, delivery quality and customer experience.
- Partner with Sales, Product, Engineering and Customer Success to resolve strategic customer issues, improve product outcomes and strengthen long-term relationships.
- Own the commercial and operational health of the function, including capacity, utilisation, cost-to-serve, margins, resource planning and executive-level reporting.
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Who We’re Looking For
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- 20+ years of experience across Professional Services, Customer Delivery, Implementation or Customer Support, with significant senior leadership experience.
- Proven track record leading global, multi-region Services organisations within enterprise SaaS, GRC, Risk, Compliance, Cybersecurity or related technology environments.
- Extensive experience managing large-scale enterprise implementations and transformation programmes, ideally across Fortune 500 or similarly complex organisations.
- Demonstrated success in building, scaling and developing global leadership teams, operating models and high-performance cultures.
- Strong understanding of AI, automation and digital transformation, with practical experience applying technology to modernise Services and Support operations.
- Strong commercial and executive leadership capability, including experience with P&L, margins, utilisation, cost-to-serve and C-level stakeholder engagement.
- Willingness to travel across the UK, Europe and US as required.
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