Confidential Brief: VP, Services & Customer Value - Europe

Location: Europe (Flexible)
Industry: Enterprise B2B Software / Industrial Technology
Function: Post‑Sales Delivery Leadership & Services P&L Management

Company Overview (Fully Anonymized)

Our client is an established, high‑growth software company serving large industrial and infrastructure‑driven enterprises. Its platform helps customers integrate operational data, modernize legacy processes, and improve the reliability and efficiency of critical operations.

The company is scaling rapidly across Europe and is building out its executive leadership team with a senior services leader capable of running a multi‑country delivery organization. The role combines commercial accountability with operational execution, ensuring that customers receive measurable value from complex enterprise deployments.

Role Overview

The VP, Services & Customer Value - Europe will lead all post‑sales delivery functions across the region. This executive will oversee consulting, implementation, program management, and partner‑enabled delivery, acting as the regional owner of services performance and customer outcomes.

You will shape and scale the European services organization, manage a regional P&L, and ensure that customer engagements consistently deliver tangible business improvements.

Core Responsibilities

1. Regional P&L Leadership & Operational Ownership

• Full responsibility for regional services revenue, margins, cost base, and commercial performance.
• Establish predictable delivery operations, incorporating resource planning, financial forecasting, and project portfolio oversight.
• Improve financial discipline through optimized pricing, utilization, and staffing models.

2. Delivery Quality & Customer Value

• Build and maintain delivery frameworks that ensure consistent execution across markets.
• Serve as a senior sponsor for strategic accounts, guiding complex multi‑phase programs.
• Safeguard customer relationships by ensuring issues are escalated, managed, and resolved effectively.
• Ensure customer value is clearly defined, measured, and communicated.

3. Workforce Planning & Capacity Management

• Lead workforce planning across full‑time teams, contractors, and delivery partners.
• Adjust capacity, skills, and staffing models based on commercial pipeline and long-term demand.
• Implement scalable models for multi-country and multi-stakeholder engagements.

4. Multi‑Disciplinary Leadership

• Build, mentor, and scale diverse teams across Europe, including consultants, program leaders, and technical delivery roles.
• Promote a culture of accountability, operational excellence, and transparent performance measurement.
• Strengthen leadership capability within the regional services organization.

5. Cross‑Functional & Partner Collaboration

• Collaborate with Sales on scoping, deal qualification, and customer expansion opportunities.
• Align closely with Product and Engineering teams to ensure field insights shape roadmap priorities.
• Develop and manage delivery partners, establishing quality standards and co‑delivery guidelines.

6. Strategic Enablement & Market Insight

• Represent the region in global operational planning and leadership forums.
• Support industry engagement through executive workshops, customer roundtables, and advisory sessions.
• Bring structured market insight, competitive intelligence, and customer trends into strategic planning.

Key Metrics for Success

• Services revenue, profitability, and forecasting accuracy
• Team utilization and delivery productivity
• Program success rate and adherence to timeline and budget
• Customer sentiment and executive-level satisfaction
• Escalation management and systemic issue resolution
• Retention, capability growth, and hiring velocity within delivery teams

Candidate Requirements

• 15+ years of experience leading professional services or post‑sales delivery teams in enterprise software or industrial technology.
• Multi-country leadership experience across Europe with P&L ownership of €20M+ or similar.
• Proven ability to lead complex enterprise programs involving multiple technical and business stakeholders.
• Strong commercial understanding with experience collaborating with Sales on deal shaping and customer strategy.
• Demonstrated ability to scale delivery operations, teams, and processes in a high‑growth environment.
• Executive-level communication skills and ability to influence senior stakeholders in large enterprises.
• Deep familiarity with data‑driven or operationally critical technology deployments is strongly preferred.

Ideal Executive Profile

• Commercially sharp, operationally disciplined, and deeply customer‑centric.
• Skilled at translating complex technical capabilities into clear business outcomes.
• Capable of reducing friction across functions and creating unity across Sales, Product, and technical teams.
• Comfortable building scalable systems and leading teams through rapid growth and organizational change.
• Thrives in environments with evolving processes and high expectations for speed and quality.