Client
Our client is an international SaaS company developing enterprise software used by global customers to manage complex operational workflows. The company is entering a new phase focused on scalability, strengthening internal capabilities, and reducing reliance on external delivery partners. As part of this, they are looking for a senior leader to take ownership of their global Customer Delivery function and help shape its future development.

Position
The VP of Professional Services is a senior leadership role, reporting directly to the CEO and working closely with the executive team. Based in Zagreb, this role owns the global Customer Delivery function, including Implementation, Technical Consulting, and Program Delivery, with an opportunity to play a key role in shaping and scaling the Croatian delivery hub.

The role spans the full customer lifecycle, from pre-sales through implementation to post-launch expansion. You will be responsible for ensuring delivery is predictable, commercially sound, and aligned with product and platform strategy. A key focus is evolving the delivery model from a customization-heavy and partner-supported setup towards a more scalable, internally driven approach, supported by clear methodology, reusable components, and closer alignment with Product. The role also includes introducing AI-supported delivery approaches to improve efficiency and time-to-value.

This position combines strategic and operational leadership, including full ownership of Services P&L, and requires close collaboration with Product, Engineering, Sales, and Account Management to align commercial commitments with delivery reality and feed customer insights back into the product

Key responsibilities include:

• End-to-End Delivery Ownership: Owning delivery across the full customer lifecycle, from pre-sales through implementation, go-live, hypercare, and expansion
• Delivery Model Evolution & Scale: Defining and evolving a scalable, internally driven delivery model, reducing reliance on customisation and external partners through reusable components and clear methodologies
• Commercial Ownership: Owning Services P&L, including margin, estimation, utilisation, capacity planning, and ensuring alignment between sold and delivered scope
• Operational Excellence & Governance: Establishing strong delivery governance (SOW standards, change control, PMO cadence) and aligning closely with Product and Engineering on priorities and capacity
• Delivery Quality & Performance: Driving improvements in delivery quality, stability, and overall customer outcomes
• AI Enablement: Introducing and scaling AI-supported delivery approaches to improve efficiency and time-to-value
• Customer & Product Interface: Acting as executive sponsor for key accounts, leading escalations, and translating delivery insights into product improvements
• Organisation & Partner Leadership: Building and leading the Professional Services organisation while defining the role of partners in line with the long-term delivery strategy

Candidate

• 10+ years of experience in SaaS, including leading end-to-end software implementations from pre-sales through delivery and go-live
• Experience working with Salesforce is strongly preferred, but not mandatory
• Experience with AI tools and/or a strong interest in applying AI to improve delivery and implementation workflows
• Proven experience owning delivery across complex customer programs, including multiple parallel implementations
• Strong commercial understanding, including P&L ownership, estimation, and contract management
• Deep understanding of delivery processes, including scoping, SOW design, change management, and execution governance
• Experience scaling delivery organisations and introducing structured methodologies and playbooks
• Strong technical understanding, including APIs, integrations, and modern platform architectures
• Fluency in written and spoken English

Personal profile

• Highly structured in thinking and approach, able to bring clarity and direction in complex situations
• Confident operating in senior stakeholder environments, able to set direction and communicate trade-offs clearly
• Comfortable making and standing behind difficult decisions
• Strong sense of ownership and accountability, with a focus on outcomes and impact
• Balance of strategic thinking and hands-on execution

What’s in it for you?

• Senior leadership role with high visibility and direct impact on company growth and delivery strategy
• Full ownership of a global Customer Delivery function
• Opportunity to play a key role in shaping and scaling a growing delivery hub in Croatia
• Exposure to complex enterprise clients and large-scale implementations
• Competitive compensation package
• Hybrid work model with flexibility

Contact
If you are a senior delivery leader who enjoys building organisations, owning outcomes, and operating at both strategic and operational levels, we invite you to apply. Please submit your CV in English via the APPLICATION LINK. All applications will be handled with the utmost confidentiality.