VP/SVP & General Manager, Global Delivery

Role Summary

The VP/SVP & General Manager, Global Delivery will build Plume’s Professional Services capability from the ground up, establishing the commercial model, operating framework, processes, and organization required to scope, price, contract, and deliver professional services globally.

This is a hands-on, entrepreneurial leadership role with direct P&L responsibility. Today, many implementation and services activities are incorporated into broader customer engagements. This leader will create a scalable and commercially disciplined Professional Services model that clearly defines what services Plume provides, how those services are scoped and priced, and how they are delivered.

The role will own the framework connecting the customer lifecycle from Pre-Sales through implementation and ultimately into Customer Success. This includes creating standardized intake and scoping processes, service offerings, rate cards, pricing methodologies, Statements of Work (SOWs), delivery governance, and clear cross-functional handoffs.

This leader will initially focus on building the model, processes, and commercial foundation before scaling the organization based on customer demand and Professional Services revenue.

Key Responsibilities

Build the Professional Services Business

• Build Plume’s global Professional Services model and operating framework from the ground up.
• Define Plume’s portfolio of Professional Services offerings and establish clear boundaries between standard product delivery and paid services.
• Develop standardized service packages, rate cards, pricing methodologies, and commercial frameworks.
• Establish repeatable processes and templates for scoping, estimating, pricing, and developing Statements of Work (SOWs).
• Define how Professional Services opportunities are evaluated, approved, contracted, delivered, and measured.
• Create the governance and operating mechanisms necessary to scale Professional Services globally.

Own the Professional Services P&L

• Own the Professional Services P&L, with accountability for revenue, margin, utilization, costs, and investment decisions.
• Establish financial and operational targets for the Professional Services business.
• Partner with Sales and Finance to develop pricing and discounting strategies that balance customer needs with appropriate services economics.
• Develop resource and capacity planning models aligned with services revenue and customer demand.
• Determine the appropriate organizational structure and headcount required as the business scales.
• Establish reporting and metrics that provide visibility into the financial and operational performance of Professional Services.

Establish the End-to-End Delivery Process

• Create a standardized intake process for Professional Services and implementation requirements.
• Partner with Pre-Sales to translate customer requirements and proposed solutions into clearly defined implementation scopes.
• Ensure requirements, assumptions, dependencies, deliverables, timelines, and resource needs are understood before customer commitments are finalized.
• Establish clear handoffs from Pre-Sales into Engineering Delivery and Solutions Engineering for implementation.
• Develop governance around scope changes, delivery commitments, customer expectations, and technical dependencies.
• Define the transition from implementation into Customer Success and steady-state customer operations.
• Drive consistent, predictable, and high-quality execution across customer engagements.

Cross-Functional Leadership

• Partner closely with Sales, Pre-Sales, Solutions Engineering, Customer Success, Product, Engineering, Finance, and Operations.
• Ensure customer commitments are aligned with product capabilities, engineering capacity, and delivery readiness.
• Bring greater commercial and operational discipline to implementation requirements during the sales process.
• Provide executive leadership and escalation support for complex or strategic delivery engagements.
• Identify recurring customer requirements and delivery challenges and translate them into actionable feedback for Product and Engineering.
• Establish clear accountability across teams throughout the customer implementation lifecycle.

Build & Scale the Organization

• Initially operate as a hands-on builder, establishing the Professional Services model, processes, and commercial foundation.
• Develop the organizational strategy and hiring plan needed to support the business as Professional Services revenue grows.
• Build a focused global team based on customer demand, revenue opportunity, and business requirements.
• Define roles, responsibilities, utilization expectations, performance metrics, and operating standards.
• Evaluate the appropriate mix of internal resources, partners, and other delivery models to support global scale.
• Build a high-performing organization with strong commercial, technical, and customer-facing capabilities.

Qualifications

• 15+ years of leadership experience across Professional Services, Engineering Delivery, Technical Services, Consulting, or related customer-facing technical organizations.
• Significant experience within modern SaaS, cloud software, enterprise software, or technology environments.
• Demonstrated experience building or significantly transforming a Professional Services business, including establishing the operating and commercial model.
• Experience developing service offerings, scoping methodologies, rate cards, pricing models, SOWs, and delivery processes.
• Proven P&L ownership with accountability for Professional Services revenue, margin, utilization, and investment decisions.
• Strong understanding of the customer lifecycle from Pre-Sales scoping through implementation and transition to Customer Success.
• Experience developing scalable intake, estimation, resource planning, and delivery governance processes.
• Strong commercial acumen with experience partnering with Sales and Finance on pricing, contracting, discounting, and deal structure.
• Demonstrated ability to build in an environment where processes, systems, and organizational structures are still being established.
• Experience building and leading high-performing global teams.
• Executive-level communication skills and the ability to influence across Sales, Product, Engineering, Finance, and Customer Success.
• Experience within telecommunications, broadband, networking, WiFi, or service provider environments is preferred but not required.

Success Measures

• Successful establishment and adoption of a standardized global Professional Services model.
• Professional Services revenue, margin, and overall P&L performance.
• Consistency and accuracy of customer scoping, pricing, and SOW development.
• Delivery efficiency, resource utilization, and capacity planning.
• On-time and on-budget execution of Professional Services engagements.
• Improved visibility into implementation costs and resource requirements.
• Reduction in unplanned or unscoped delivery work.
• Effective handoffs across Pre-Sales, Engineering Delivery, Solutions Engineering, and Customer Success.
• Development of a scalable Professional Services organization aligned with customer demand and revenue growth.

Initial Priorities

During the first several months, this leader will focus on establishing the foundation of Plume’s global Professional Services capability, including:

• Assessing the current state of services and implementation activities embedded within customer engagements.
• Defining which customer requirements should be included within standard delivery versus structured as paid Professional Services.
• Developing Plume’s Professional Services offerings, rate cards, pricing methodologies, and commercial model.
• Creating standardized intake, scoping, estimation, and SOW templates.
• Establishing clear ownership and handoffs across Pre-Sales, Engineering Delivery, Solutions Engineering, and Customer Success.
• Establishing the Professional Services P&L, financial targets, utilization expectations, and operating metrics.
• Developing a resource model and organizational plan that scales alongside Professional Services revenue.