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Vivenu is a global leader in event ticketing technology, backed by $65M+ in funding and serving major brands like the Grammys, Golden Globes, and Stanford University. The company operates six offices worldwide and processes over 1 billion API requests monthly, serving 10+ million end users.
As Global Head of Professional Services, you will build and scale vivenu's services organization into a profitable, high-performing business unit across EMEA, North America, and Australia. You will own the full P&L for the services division, establish commercial frameworks, define solution boundaries, and transform field technical wins into repeatable delivery models for internal teams and partner ecosystems.
Key responsibilities include:
**Founding Strategy & Organization:** Define the global professional services strategy, operating model, and service catalog. Build the hiring pipeline, make key initial hires, and scale the team across multiple regions.
**P&L Accountability:** Own services revenue, margins, utilization rates, and pricing models for implementation work.
**Commercial Framework:** Collaborate with Legal to create MSA and SOW templates, change-order processes, and contract documents. Own pre-sales scoping and SOW creation for headless website builds, third-party integrations, and customer digital ecosystem work. Work closely with Sales, Customer Success, Solutions, and Product teams.
**Delivery Leadership:** Lead implementations for 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 to shorten delivery time. Collaborate with Engineering and Product on roadmap and field learnings to define boundaries between core product, marketplace solutions, and custom work.
**Commercial & Partner Execution:** Structure enterprise deals with Sales; collaborate with VP of Partnerships to build a network of systems integrators and agencies delivering on the vivenu platform.
**Team Growth & Operations:** Define KPIs for delivery speed, quality, margin, and customer satisfaction. Define career paths and certifications for excellence. Hire, develop, motivate, and inspire a talented workforce.
**Requirements:**
- 10+ years in Professional Services or Enterprise Delivery leadership, including 4+ years managing global teams
- Prior experience as VP/Head of Services or Consulting Practice Lead
- Background in high-scale ticketing systems, system integrator/agency models, or similar domain
- Exceptional ability to define career ladders, set delivery KPIs (speed, quality, CSAT, margins), and cultivate high-performance culture across distributed teams
- Proven track record managing unit P&L, project margins, and billable utilization
- Nice to have: experience as engagement manager, project manager, architect, or developer
