Global Head of Professional Services

vivenu•New York City, NY

About The Position

The Global Head of Professional Services will build and scale vivenu’s services organization across EMEA, North America, and Australia, developing it into a profitable, high-performing business unit. The role owns the unit’s P&L, commercial frameworks, solution boundaries, and delivery models, translating technical wins into repeatable services for internal teams and partners. The role defines the global services strategy, operating model, and service catalog; establishes the hiring pipeline and makes key hires; and leads implementations for strategic customers and marketplace partners. It also owns pre-sales scoping and statements of work for headless website builds, third-party integrations, and customers’ digital ecosystems. The position works closely with Sales, Customer Success, Solutions, Product, Engineering, Legal, and Partnerships to structure enterprise deals, align services with product capabilities, and develop a partner network. The role sets and reports on KPIs for delivery speed, quality, margins, and customer satisfaction; builds implementation playbooks and internal tooling; and defines career paths and certifications while hiring, developing, and motivating a distributed team.

Requirements

10+ years in Professional Services or Enterprise Delivery leadership.
At least 4 years managing global teams.
Prior experience as a VP/Head of Services or Consulting Practice Lead.
Background in high-scale ticketing systems, system integrator/agency models, or a similar domain.
Ability to define career ladders, set delivery KPIs for speed, quality, customer satisfaction, and margins, and cultivate a high-performance culture across distributed teams.
Proven track record managing unit P&L, project margins, and billable utilization.

Nice To Haves

Experience in roles such as engagement manager, project manager, or architect/developer.

Responsibilities

Define the global professional services strategy, operating model, and service catalog.
Build the hiring pipeline, make key hires, and scale the team across EMEA, North America, and Australia.
Own the services unit P&L, including revenue, margins, utilization, and pricing for implementation work.
Work with Legal to create master services agreements, statements of work, change-order processes, and related contract documents.
Own pre-sales scoping and SOW creation for headless website builds, third-party integrations, and customers’ digital ecosystems.
Collaborate with Sales, Customer Success, Solutions, and Product.
Lead implementations for strategic customers and marketplace partners, including integrations and custom work.
Build and maintain implementation playbooks for common use cases.
Guide complex scoping using architecture and API expertise.
Build internal tooling to shorten delivery time.
Collaborate with Engineering and Product on roadmap and field learnings, and define boundaries between core product, marketplace solutions, and custom work.
Structure enterprise deals in partnership with Sales.
Work with the VP of Partnerships to build a network of systems integrators and agencies that deliver on the vivenu platform.
Define KPIs for delivery speed, quality, margin, and customer satisfaction, and report against them.
Define career paths and required certifications.
Hire, develop, motivate, and inspire the team.