vivenu - GmbH - Global Head of Professional Services

• Founding Strategy & Organization: Define the global professional services strategy, operating model, and service catalog. Build the hiring pipeline, make the first key hires, and scale the team across EMEA, North America and Australia. • Full P&L accountability: Own the services revenue, margins, utilization, and pricing, including the pricing model for implementation work. • Commercial framework: Work with Legal to create the MSA, SOW templates, change-order process and related contract documents. Own pre-sales scoping and SOW creation for headless website builds, integrations with third-party systems, and customers' digital ecosystem. Collaborate closely across Sales, Customer Success, Solutions and Product. • Delivery: Lead implementations for vivenu's most strategic customers and marketplace partners, including integrations and custom work. Build and maintain implementation playbooks for common use cases. • Technical & Product Alignment: Guide complex scoping using architecture and API expertise. Build internal tooling that shortens delivery time. Strong collaboration with Engineering and Product on product roadmap and field learnings, to define the boundaries between core product, marketplace solutions, and custom work. • Commercial & Partner Execution: Structure enterprise deals in partnership with Sales; collaborate with the VP of Partnerships to build a partner network of systems integrators and agencies that deliver on the vivenu platform. • Team Growth & Operations: As part of our performance based culture, define KPIs for delivery speed, quality, margin and customer satisfaction, and report against them. Define career paths and required certifications for excellence. Hire, develop, motivate and inspire a talented workforce. • ## What you will need to succeed in this role: • Leadership & SaaS Experience: 10+ years in Professional Services or Enterprise Delivery leadership, including 4+ years managing global teams. • Technical Background: Prior experience as a VP/Head of Services, Consulting Practice Lead. • Domain Expertise: Prior background in high-scale ticketing systems, system integrator/agency models or similar. • People Management: Exceptional ability to define career ladders, set delivery KPIs (speed, quality, CSAT, margins), and cultivate a high-performance culture across distributed teams. • Financial Acumen: Proven track record managing unit P&L, project margins, and billable utilization.