VP Professional & Operational Services

Responsibilities

• Operating Model Transformation
• Transition from custom project execution to scalable, repeatable service offerings
• Establish predictable delivery models with clear accountability for margin and outcomes
• Reduce implementation duration and variability through standardized approaches
• Implement strong executive governance across strategic programs
• Make structural changes across portfolio, pricing, and organization-not just process improvements
• Revenue Growth & Commercial Alignment
• Drive measurable services attach rates across all software and solution deals
• Ensure services are positioned as a standard component of every engagement
• Partner with Sales as a unified commercial engine
• Shift revenue mix toward recurring and expansion-based services
• Convert repeat customization into standardized, monetizable offering
• Service Portfolio Evolution
• Implementation & Deployment: Standardize delivery tiers, optimize staffing models, reduce rework
• Advisory & Consulting: Expand value-based engagements tied to measurable business outcomes
• Custom & Engineering Services: Control bespoke work and convert repeat patterns into offerings
• Education & Adoption: Scale programs that improve adoption, retention, and expansion
• Managed & Operational Services: Build as the primary growth engine, including platform operations and continuous engagement
• Introduce AI-assisted delivery and automation to improve efficiency, quality, and scalability
• Customer & Executive Engagement
• Engage directly with strategic customers to ensure successful outcomes
• Align services delivery with customer business objectives
• Strengthen long-term relationships that drive expansion and retention
• Act as an executive sponsor on key programs
• Financial & Operational Leadership
• Drive improvements in margin, utilization, and delivery predictability
• Establish clear operational metrics and accountability across the organization
• Align structure, processes, and talent to support scalable growth
• Build discipline in forecasting, planning, and execution
• Early Focus Areas
• Measurable improvement in services margin and delivery consistency
• Increased contribution of recurring and expansion-driven services revenue
• Higher services attach rates across new and existing deals
• Reduced customer time to value
• Establishment of flagship customer success stories
• Clear differentiation in the market through industry-focused services
• Context: Transformation in Motion
• Professional Services is being redefined within a broader transformation of the Software Line of Business. Product, Sales, Marketing, Innovation, and Services are being aligned under a more unified model focused on execution, accountability, and growth. This role sits at the

Requirements

• 10+ years in senior leadership within professional services, client services, or customer success
• Bachelor's degree in Business Administration, Finance, or a related field or equivalent; MBA is often preferred.
• Proven experience transforming and scaling a services organization
• Demonstrated ownership of meaningful P&L growth, including revenue and margin expansion
• Strong financial acumen, including budgeting, forecasting, and operational discipline
• Executive-level communication and stakeholder management skills
• The Mandate
• The Vice President will lead the evolution of Professional and Operations Services into a modern, scalable business that is tightly integrated with software and solution growth.
• This includes shifting from project-centric execution to repeatable, productized offerings, strengthening how services engage in the sales cycle, and building capabilities that extend beyond implementation into ongoing customer value creation.
• The role requires both building and optimizing. It demands structural thinking, strong commercial instincts, and the ability to drive change across organizational boundaries.
• Scope of Responsibility
• Own the Professional and Operations Services P&L across the Americas
• Drive revenue growth, margin expansion, and delivery predictability
• Align services strategy with product direction and sales execution
• Establish services as a core driver of customer adoption, expansion, and retention
• Lead organizational design, portfolio decisions, and operational discipline required to scale

Additional Information

Toshiba Global Commerce Solutions is seeking a Vice President of Professional and Operations Services (Americas) to lead the transformation of our services organization into a scalable, high-impact growth engine. This role reports to the SVP of the Software Line of Business and partners closely across Product, Sales, Customer, and Delivery leadership to redefine how services are positioned, delivered, and monetized. This is not an incremental role. It is a transformation mandate. The expectation is to reshape the operating model, strengthen commercial alignment, and build a services organization that consistently drives customer outcomes, adoption, and long-term expansion.

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