Vice President, Professional Services

What You'll Do

• Build a unified delivery model: Stand up a single PS operating model - repeatable methodology, resourcing, utilization and margin discipline, quality gates, and clear ownership across delivery, engagement management, and AI-enabled implementation - unifying the EMEA and US regions under one framework while preserving regional accountability.
• Own escalations & commercial discipline: Be the senior, decisive presence on escalation calls, taking the heat off ICs, and bring commercial backbone to delivery - scoping and charging for change appropriately and holding the line without damaging relationships.
• Build engagement-management excellence: Give engagement managers the leadership layer they lack — standardization, a coaching cadence, and a durable EM operating standard that sticks where earlier, part-time efforts didn't.
• Formalize partner delivery: Define how Certa delivers with partners (e.g., Sayari and others) - what each side owns, SOWs, change orders, and new-business tracking - while keeping relationship ownership with the relationship owner and ensuring quality across every partner-led engagement.
• Govern the Managed Services transition: Partner with the Managed Services operational owner to govern the PS-to-MS handoff post-go-live, with pricing discipline, a clear handoff protocol, and safeguards against MS being offered as a concession on distressed accounts.
• Surface expansion & design with data: Build a light-touch process for surfacing expansion signals early and routing them to Sales/CSM, and use real delivery data (including utilization) to drive organizational design, SOW recalibration, and decisions on where the team should grow or become more efficient.

What Success Looks Like

• By 90 days: You're the recognized escalation owner the team routes hard calls to, and you've published a first cut of the PS operating model and a partner delivery framework (starting with Sayari).
• By 6 months: EM coaching cadence and standards are running, partner SOW/change-order/new-business tracking is live, delivery is scoped and charged appropriately, and margin and utilization are visible and improving.
• By 12 months: PS operates as one function under one model rather than parallel lanes, escalations are rarer and cleaner, partner delivery is a reliable tracked channel, and EMs are visibly stronger.

What You'll Need

• Delivery leadership: A seasoned PS/delivery leader from complex enterprise B2B SaaS, ideally selling into the Global 2000 in risk, compliance, procurement, or an adjacent regulated domain.
• P&L ownership: Proven at owning delivery P&L levers - methodology, resourcing, utilization, margin, and scope-to-charge discipline.
• Escalation presence: Calm, credible, and firm under pressure - the person a Global 2000 exec wants on a difficult escalation call.
• People leadership: A genuine people leader who coaches (not just directs) senior delivery professionals including regional delivery directors and engagement managers, building standards that outlast their own attention.
• Partner fluency: Experienced with partner-delivered engagements - SOWs, change orders, and clear scope boundaries.
• Commercially sharp, not upsell-driven: You protect margin and surface opportunity, partnering with Sales/CSM rather than competing with them.
• AI-native mindset: Comfortable in an AI-native delivery org and motivated to push automation deeper into how PS operates.
• Culture fit: You embody connectedness, truth-seeking, learning, and high standards held with genuine care for people - raising the bar authentically and making the team better, not just busier.