Job Description

Hands-on & Strategy role for Global E-invoicing customers

We are seeking an experienced Senior Director of Global Customer Delivery & Services to lead the transformation of a global E-Invoicing Professional Services and Implementation function within an established international technology business.

This is a significant brownfield transformation opportunity, requiring a hands-on, commercially minded leader who can stabilise existing delivery operations, improve customer implementation performance and build a scalable, high-performing global services organisation.

With a strong focus on E-Invoicing, Live Reporting and complex enterprise implementations, you’ll bring structure, visibility and accountability to an evolving international delivery landscape, improving customer go-live performance and creating a more consistent, predictable customer experience.

But the ambition for this role goes well beyond Professional Services.

While the immediate priority is transforming implementation and delivery, the longer-term opportunity is to develop into a broader customer leadership position, potentially taking responsibility across Professional Services, Customer Success, Support, Renewals and the entire post-sales customer lifecycle.

The business is looking for someone who can solve today’s operational challenges while demonstrating the commercial awareness, strategic thinking and leadership capability of a future Chief Customer Officer.

The Mandate

• Stabilise & Transform Delivery: Take a hands-on approach to existing implementation challenges, manage critical customer escalations, reduce delays and significantly improve on-time customer go-lives.
• Build a Scalable Global Services Function: Bring structure, consistency and accountability to global Professional Services and Implementation teams, creating a repeatable operating model across international markets.
• Create Global Visibility: Establish a single view of the global implementation portfolio, improving governance, forecasting, resource planning, commercial performance and executive reporting.
• Optimise Partner-Led Delivery: Work closely with global systems integrators, consulting firms and implementation Partners to improve delivery quality, remove bottlenecks and ensure clear ownership of customer outcomes.
• Drive Cross-Functional Alignment: Bring together Product, Engineering, Sales, Customer Success and Support to improve accountability, resolve delivery challenges and create a more joined-up customer experience.
• Improve Customer Onboarding & Time-to-Value: Streamline implementation processes, customer onboarding and go-live readiness to accelerate delivery and improve customer satisfaction.
• Drive AI & Operational Transformation: Identify opportunities to introduce automation, AI-enabled workflows and more efficient operating models across implementation and customer-facing teams.
• Connect Delivery to Commercial Outcomes: Ensure implementation success translates into stronger customer adoption, satisfaction, retention, renewals and long-term account growth.
• Shape the Wider Customer Organisation: As the delivery function matures, help develop a more integrated post-sales operating model, with the potential to take on broader leadership across Customer Success, Support, Account Management and Renewals.

About You

• Proven senior leadership experience transforming global Professional Services, Customer Delivery, Customer Operations or Enterprise Implementation functions within complex international technology businesses.
• Strong experience in E-Invoicing, AP/AR Automation, digital tax compliance or related enterprise SaaS environments.
• Demonstrable success improving delivery predictability, accelerating customer go-lives and turning around challenging implementation environments.
• Experience leading and scaling geographically dispersed, multi-layered teams within complex matrix organisations.
• Exposure to Partner-led or hybrid implementation models, including systems integrators, consulting Partners and enterprise technology ecosystems.
• Commercially astute, with a strong understanding of services profitability, operational efficiency, customer retention, renewals and revenue growth.
• Experience working across, or closely alongside, Customer Success, Support, Account Management and Renewals, with the potential to lead these functions in the future.
• Comfortable operating at both strategic and hands-on levels, from managing complex customer escalations through to shaping global organisational strategy.
• Strong executive presence, with the ability to influence senior stakeholders, build high-performing leadership teams and drive accountability across multiple functions.
• A transformation mindset, with experience modernising operating models, introducing automation and driving continuous improvement.
• The ambition, commercial mindset and leadership breadth to develop into a future VP Customer or Chief Customer Officer.

The Opportunity

This is much more than a traditional Professional Services leadership role.

The immediate challenge is to transform global implementation delivery, improve customer outcomes and build a scalable services organisation capable of supporting continued international growth.

However, the longer-term ambition is considerably broader.

As the business continues to evolve, this role has the potential to expand into leadership of the wider post-sales customer organisation, bringing together Professional Services, Customer Success, Support and Renewals under a more integrated operating model.

We’re looking for someone who can roll their sleeves up and make an immediate impact, but who also has the strategic ambition and commercial capability to grow into a much bigger leadership position.

For the right individual, this is an opportunity to move beyond Professional Services and help shape the future of the entire customer organisation.