Head of Services

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 is the global market leader for Integrated Governance, Risk, and Compliance (GRC) solutions delivered on an intelligent integrated platform. MetricStream’s purpose-built platform is proven with over a million global users, designed to serve GRC use cases across industries and powered by deep domain expertise, embedded content, rich context, integrated data, and explainable AI. Since 2001, MetricStream has empowered organizations to intuitively harness front-line intelligence that enables all stakeholders to make real-time risk-aware business decisions.

Job Description

We're looking for a seasoned Head of Services to lead the organization responsible for how MetricStream delivers value to its customers, from implementation through to ongoing support. This is a senior leadership role for someone who has built and run global services and support functions before, understands what world-class delivery and support look like at enterprise scale, and is excited to modernize that function through AI-driven ways of working. You'll bring structure, rigor, and ambition to an organization serving some of the world's most demanding enterprise clients, and you'll do it as a genuinely engaged operator - close enough to the business to know where the real risks and opportunities sit, not removed from it

Key Responsibilities

• Own the overall performance of MetricStream's global services organisation, setting the strategy, structure, and standards that determine how customers experience delivery and support at scale.
• Lead delivery of complex, enterprise-grade implementation programmes for Fortune 500 clients, ensuring predictable, high-quality outcomes and building the governance model that keeps large, multi-stakeholder engagements on track.
• Direct support operations across regions and time zones, ensuring the organisation consistently meets and exceeds SLA commitments and industry benchmarks for enterprise software support.
• Build, mentor, and scale a high-performing global leadership team of delivery and support managers, creating a strong bench and a culture of ownership and accountability.
• Champion the adoption of AI across services - from intelligent triage and resolution to predictive delivery risk management - positioning MetricStream's operating model as a benchmark for AI-enabled customer operations in the GRC industry.
• Serve as a senior escalation point and trusted partner for strategic accounts, engaging directly with customer sponsors and executives to resolve critical issues and strengthen long-term relationships.
• Partner closely with Engineering, Product, and Sales leadership to close the loop between customer experience and product quality, ensuring issues are addressed at the source.
• Establish forward-looking risk and health indicators across the customer base, enabling the organisation to anticipate and act ahead of escalations rather than react to them.
• Own the commercial and operational health of the function - capacity, cost-to-serve, margins, and resourcing - and translate performance into a clear, credible narrative for executive and board audiences.

Required Skills

• 20+ years of experience in customer delivery, professional services leadership, with significant time spent leading these functions at a senior/head level within enterprise SaaS or GRC/regulatory software.
• A proven track record of running global, multi-region services and support organisations for large enterprise client bases, ideally including Fortune 500 or similarly complex accounts.
• Experience driving the adoption of AI and automation within a services or support organisation, with a genuine point of view on how AI changes the delivery and support model.
• A track record of building, scaling, and developing global leadership teams and creating strong operating rhythms and governance.
• Strong executive presence, with experience engaging directly with C-level customer stakeholders and contributing to board-level reporting.
• A collaborative, cross-functional operator who can influence Engineering, Product, and Sales leadership without direct authority.
• Based in, or willing to relocate to, United States, with willingness to travel internationally

Education

• Bachelor’s/master’s degree in business, Information Systems, Finance, or a related field

MetricStream is proud to be an Equal Opportunity Employer. We not only celebrate diversity, but we also thrive on it. We are committed to creating an all-inclusive workplace and do not discriminate based on race, religion, color, sex, gender identity, sexual orientation, genetic information, age, non-disqualifying physical or mental disability, national origin, veteran status, or any other applicable characteristics protected by local state or federal laws. All employment is decided based on qualifications, merit, and business need.