VP Professional & Operational Services

Toshiba Global Commerce Solutions - External•Durham, NC

About The Position

Toshiba Global Commerce Solutions is seeking a Vice President of Professional and Operations Services (Americas) to lead the transformation of our services organization into a scalable, high-impact growth engine. This role reports to the SVP of the Software Line of Business and partners closely across Product, Sales, Customer, and Delivery leadership to redefine how services are positioned, delivered, and monetized. This is not an incremental role. It is a transformation mandate. The expectation is to reshape the operating model, strengthen commercial alignment, and build a services organization that consistently drives customer outcomes, adoption, and long-term expansion. The Vice President will lead the evolution of Professional and Operations Services into a modern, scalable business that is tightly integrated with software and solution growth. This includes shifting from project-centric execution to repeatable, productized offerings, strengthening how services engage in the sales cycle, and building capabilities that extend beyond implementation into ongoing customer value creation. The role requires both building and optimizing. It demands structural thinking, strong commercial instincts, and the ability to drive change across organizational boundaries. Professional Services is being redefined within a broader transformation of the Software Line of Business. Product, Sales, Marketing, Innovation, and Services are being aligned under a more unified model focused on execution, accountability, and growth. This role sits at the center of that shift, with the mandate to ensure services are fully integrated into how the business operates and scales. This role is designed for a leader who builds while optimizing—someone who has successfully driven transformation across services organizations and is comfortable making structural changes. Services play a central role in how customers adopt, expand, and realize value from the platform. This organization directly influences long-term customer success, retention, and growth. This role has executive sponsorship and the authority to implement meaningful change. It is a unique opportunity to shape how services operate, scale, and contribute to the broader success of the business.

Requirements

10+ years in senior leadership within professional services, client services, or customer success
Bachelor’s degree in Business Administration, Finance, or a related field or equivalent; MBA is often preferred.
Proven experience transforming and scaling a services organization
Demonstrated ownership of meaningful P&L growth, including revenue and margin expansion
Strong financial acumen, including budgeting, forecasting, and operational discipline
Executive-level communication and stakeholder management skills
A track record of transforming—not just operating—services organizations
Strong commercial instincts and the ability to influence deal strategy
Credibility with enterprise customers and executive stakeholders
Confidence to challenge assumptions constructively across Product, Sales, and Delivery
Comfort operating in ambiguity and building structure where none exists
A bias for action and measurable outcomes

Responsibilities

Own the Professional and Operations Services P&L across the Americas
Drive revenue growth, margin expansion, and delivery predictability
Align services strategy with product direction and sales execution
Establish services as a core driver of customer adoption, expansion, and retention
Lead organizational design, portfolio decisions, and operational discipline required to scale
Transition from custom project execution to scalable, repeatable service offerings
Establish predictable delivery models with clear accountability for margin and outcomes
Reduce implementation duration and variability through standardized approaches
Implement strong executive governance across strategic programs
Make structural changes across portfolio, pricing, and organization—not just process improvements
Drive measurable services attach rates across all software and solution deals
Ensure services are positioned as a standard component of every engagement
Partner with Sales as a unified commercial engine
Shift revenue mix toward recurring and expansion-based services
Convert repeat customization into standardized, monetizable offering
Implementation & Deployment: Standardize delivery tiers, optimize staffing models, reduce rework
Advisory & Consulting: Expand value-based engagements tied to measurable business outcomes
Custom & Engineering Services: Control bespoke work and convert repeat patterns into offerings
Education & Adoption: Scale programs that improve adoption, retention, and expansion
Managed & Operational Services: Build as the primary growth engine, including platform operations and continuous engagement
Introduce AI-assisted delivery and automation to improve efficiency, quality, and scalability
Engage directly with strategic customers to ensure successful outcomes
Align services delivery with customer business objectives
Strengthen long-term relationships that drive expansion and retention
Act as an executive sponsor on key programs
Drive improvements in margin, utilization, and delivery predictability
Establish clear operational metrics and accountability across the organization
Align structure, processes, and talent to support scalable growth
Build discipline in forecasting, planning, and execution
Measurable improvement in services margin and delivery consistency
Increased contribution of recurring and expansion-driven services revenue
Higher services attach rates across new and existing deals
Reduced customer time to value
Establishment of flagship customer success stories
Clear differentiation in the market through industry-focused services