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The Global Head of Professional Services is the most senior leader responsible for the vision, strategy, and execution of Professional Services at Docebo. This role owns the global services operating model and leads a multi-region organization through transformation, scale, and complexity. This leader will oversee Regional VPs (North America and EMEA), a Services Sales organization, a Global PMO, and play a critical role in shaping Docebo’s partner ecosystem. The Global Head of Professional Services is accountable not only for delivery excellence, but for retention, adoption, efficiency, and profitability, operating Professional Services as a strategic growth and value-creation engine for the business.
Job Responsibility:
Define and execute the long-term vision and operating model for Professional Services in a rapidly evolving SaaS environment
Integrate services strategy with newly acquired product capabilities, ensuring delivery models evolve with product complexity
Oversee global implementation and delivery across regions and delivery teams (internal and partner-led), ensuring consistent quality, predictability, and efficiency
Establish and mature delivery methodologies, governance, and standards that support scale without sacrificing customer outcomes
Drive the global PMO function to drive execution rigor, forecasting accuracy, and delivery transparency
Own capacity planning, utilization strategy, and global resource optimization
Own Professional Services P&L, including revenue, margin, utilization, and cost control
Partner closely with Sales leadership to design, price, position, and sell services that accelerate customer value and improve retention
Ensure Professional Services directly contributes to improved NDRR and GDRR by accelerating time-to-value and long-term adoption
Act as an executive sponsor for strategic customers and complex, high-risk engagements
Partner with Customer Success, Support, and Product to ensure seamless handoffs, feedback loops, and shared accountability for customer outcomes
Define and execute a clear partner services strategy to extend delivery capacity, improve scalability, and support global growth
Establish standards, enablement, and governance to ensure partners deliver to Docebo quality and outcome expectations
Balance internal delivery, partner delivery, and services sales to optimize margin, coverage, and customer experience
Lead and develop senior regional and functional leaders across a global organization
Build a culture of accountability, operational excellence, and continuous improvement
Serve as a trusted executive leader who can operate effectively in ambiguity, change, and high-growth environments
Requirements:
10+ years of senior leadership experience (Director level or above) in Professional Services, Consulting, or Customer Delivery within a SaaS or enterprise software company
Proven experience leading global, multi-region services organizations through scale and transformation
Demonstrated ownership of services P&L, forecasting, and operational optimization
Deep expertise in services operations, delivery optimization, and capacity planning
Experience designing and evolving services for complex, highly technical products
Strong background partnering with Sales on services strategy, deal execution, and commercial outcomes
Strong background partnering with Product on delivery requirements, product design, and usage outcomes