Global Services Leader: AI-Driven Delivery & Support

MetricStream; United States; Hybrid; USD 180,000 - 280,000; Full time

Job summary

MetricStream seeks a seasoned Head of Services to lead our global services and support function, modernizing delivery with AI-driven workflows. The role requires building a world-class, enterprise-scale operation blocks and governance, while driving customer value across implementations and ongoing support.

You will partner with Engineering, Product, and Sales to close the loop between customer experience and product quality, and you will travel as needed to manage multinational accounts.

Qualifications

• 20+ years in customer delivery and professional services leadership.
• Experience leading global, multi-region services for enterprise SaaS or GRC/regulatory software.
• Proven track record driving AI and automation within a services or support organization.
• Building, scaling and mentoring global leadership teams with governance rhythms.
• Strong executive presence with direct engagement with C-level stakeholders and board reporting.

Responsibilities

• Own the overall performance of MetricStream's global services organization, setting strategy, structure, and standards for delivery and support at scale.
• Lead delivery of complex, enterprise-grade implementation programmes for Fortune 500 clients with predictable, high-quality outcomes.
• Direct support operations across regions and time zones, ensuring SLA commitments and industry benchmarks are met.
• Build, mentor, and scale a high-performing global leadership team of delivery and support managers.
• Champion the adoption of AI across services, including intelligent triage, resolution, and predictive delivery risk management.
• Serve as a senior escalation point and trusted partner for strategic accounts with executive sponsorship.
• Partner with Engineering, Product, and Sales to ensure issues are addressed at the source and customer experience is closed-loop.
• Establish forward-looking risk and health indicators across the customer base to anticipate escalations.

Skills

Executive presence

Global leadership

AI adoption

Enterprise SaaS

Board reporting

Cross-functional leadership

Education

Bachelor’s/Master’s degree in business or IT

Job description

MetricStream seeks a seasoned Head of Services to lead our global services and support function, modernizing delivery with AI-driven workflows. The role requires building a world-class, enterprise-scale operation blocks and governance, while driving customer value across implementations and ongoing support.

You will partner with Engineering, Product, and Sales to close the loop between customer experience and product quality, and you will travel as needed to manage multinational accounts.