VP, Senior Incident Response Lead enhancing Synchrony’s incident response capabilities for cybersecurity operations. Leading technical strategies and initiatives while mentoring less - experienced team members.
About the role
- Vice President of Professional Services defining vision and operational model for Foods Connected's new division. Building and leading a high-performing team to enhance customer success in the SaaS landscape.
Responsibilities
- Define and execute the global strategy for the Professional Services function, aligned with Foods Connected’s growth and customer success goals.
- Build and scale a high-performing team of implementation consultants, solution architects, and training specialists across key regions.
- Develop service offerings, pricing models, and delivery frameworks that support enterprise customer needs and drive revenue growth.
- Establish KPIs and reporting frameworks to measure service delivery performance, customer satisfaction, and business impact.
- Oversee the successful delivery of onboarding, implementation, and configuration projects for new and existing customers.
- Partner with Sales and Customer Success to design and deliver tailored service engagements that accelerate time-to-value and adoption.
- Ensure consistent, high-quality delivery across all regions, with a focus on customer outcomes, retention, and expansion.
- Introduce scalable methodologies and tools to support repeatable, efficient service delivery.
- Implement systems and processes to manage project delivery, resource allocation, and utilisation across global teams.
- Drive continuous improvement through post-project reviews, customer feedback loops, and internal performance analysis.
- Lead change management initiatives as the business evolves, including M&A integration and international expansion.
- Collaborate with Product and Engineering to feed customer insights into roadmap planning and solution design.
- Work closely with Sales to support pre-sales scoping, solution design, and proposal development for complex enterprise deals.
- Partner with Customer Success to ensure a seamless handover from implementation to ongoing account management and support.
Requirements
- Bachelor’s degree in Business, Technology, Engineering, or a related field.
- 10+ years of experience in professional services, implementation, or consulting roles within a B2B SaaS or enterprise software environment.
- 5+ years in a senior leadership role with responsibility for global or multi-regional teams.
- Proven track record of building and scaling professional services functions, including onboarding, solution delivery, and customer enablement.
- Background in designing and monetising professional services offerings (e.g., packaged services, training programs, strategic consulting).
- Proven experience building and leading a global Professional Services or Consulting function within a B2B SaaS or enterprise software environment.
- Strong background in customer onboarding, implementation, and solution delivery for complex, configurable platforms.
- Experience working closely with Sales, Engineering, Product, and Customer Success to deliver integrated customer experiences.
- Demonstrated ability to scale teams, processes, and systems in high-growth, international environments.
- Commercial acumen with experience developing service offerings, pricing models, and revenue-generating programs.
Benefits
- Competitive Base Salary
- Private Healthcare including Dental & Vision
- Clear Career Progression with supported L&D opportunities
- Generous Holiday Package - 25 Days + 10 Public Holidays
- Employee Wellness Program and Classes including Yoga & Circuit Training
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