Vice President, Professional & Operational Services (Americas) Enterprise Retail Technology | Transformation Leadership | P&L Ownership

We’re partnered with a global enterprise retail technology organization undergoing a major transformation across its software and services business.

This is a high-impact executive leadership role with a mandate to modernize and scale a multi-region Professional & Operational Services organization into a true commercial growth engine.

The business already operates at an enormous global scale, supporting many of the world’s most recognizable retail brands across store technology, commerce infrastructure, and mission-critical retail operations. They are now investing heavily into the next phase of software, platform, and services evolution - and this role sits directly at the center of that transformation.

This is not a “keep the lights on” service leadership role.

They are looking for someone who can fundamentally rethink how services are structured, sold, delivered, and monetized across enterprise customers.
The opportunity is to build a modern services organization that drives customer adoption, recurring revenue, operational scale, and long-term strategic growth.

What You’ll Own
  • Full Professional & Operational Services P&L across the Americas
  • Transformation of the services operating model at enterprise scale
  • Commercial alignment between Services, Product, Sales, and Customer leadership
  • Services attach strategy across large enterprise software and platform deals
  • Margin expansion, utilization improvement, and delivery predictability
  • Expansion of recurring and managed services revenue streams
  • Executive relationships with strategic enterprise retail customers
What Makes This Role Interesting?

Transformation With Executive Sponsorship
This role has genuine authority and visibility. The business is actively restructuring how Product, Sales, Services, and Innovation operate together, and this leader will play a critical role in shaping that future state.

Enterprise Scale Complexity
This organization supports some of the world's largest retailers, operating in highly complex, high-volume environments where reliability, execution, and customer outcomes are mission-critical.

Build a Modern Services Engine
The mandate is to evolve the organization away from reactive project delivery and toward scalable, productized, recurring service offerings with measurable business outcomes.

Commercially Strategic Role
This is not purely operational. The right leader will heavily influence deal strategy, customer expansion, adoption, and long-term account growth.

AI & Automation Focus
A major part of the transformation involves introducing AI-assisted delivery, automation, and operational scalability into how services are delivered globally.

What You’ll Be Focused On: Operating Model Transformation
  • Standardize and scale delivery models
  • Improve implementation speed and predictability
  • Introduce stronger operational governance and accountability
  • Drive structural improvements across portfolio, pricing, and organizational design
  • Reduce over-customization and create repeatable offerings
Revenue & Growth
  • Increase services attach rates across enterprise deals
  • Build recurring and expansion-led revenue streams
  • Partner closely with Sales leadership on strategic accounts
  • Position services as a core component of customer success and platform adoption
Services Portfolio Evolution
  • Modernize implementation and deployment, models
  • Expand advisory and value-based consulting capabilities
  • Build scalable, managed, and operational services offerings
  • Introduce automation and AI-assisted delivery models
  • Convert repeat engineering work into standardized offerings
Customer Leadership
  • Act as executive sponsor for strategic enterprise customers
  • Drive measurable customer outcomes and adoption
  • Build long-term partnerships that support retention and expansion
What They’re Looking For
  • Proven experience leading large-scale Professional Services, Customer Services, or Operations organizations
  • Strong track record transforming and scaling enterprise services businesses
  • Experience owning meaningful P&L responsibility with revenue and margin accountability
  • Strong commercial instincts and executive stakeholder management capabilities
  • Ability to operate cross-functionally across Product, Sales, Delivery, and Customer organizations
  • Experience within enterprise software, retail technology, SaaS, commerce, infrastructure, or adjacent technology environments
Ideal Backgrounds Could Include
  • Enterprise retail technology
  • Commerce platforms
  • POS and store technology
  • SaaS and platform businesses
  • Managed services organizations
  • Customer operations transformation
  • Enterprise implementation and delivery leadership
Why This Opportunity Stands Out? This is a rare opportunity to step into a business with:
  • Massive existing market presence
  • Deep enterprise customer relationships
  • Strong executive sponsorship for transformation
  • Significant investment in software and services growth
  • The ability to influence how a global services organization operates at scale
The right leader will have the opportunity to leave a genuine mark on the future operating model of the company.

If interested, reach out directly for a confidential conversation.