VP/SVP & General Manager, Global Delivery

As VP/SVP and General Manager of Global Delivery at Plume, you will build the Professional Services capability from the ground up. You own direct P&L responsibility for establishing the commercial model, operating framework, processes, and organization required to scope, price, contract, and deliver professional services globally. Today, many implementation and services activities are embedded within broader customer engagements; you will create a scalable, commercially disciplined Professional Services model that clearly defines what services Plume provides, how those services are scoped and priced, and how they are delivered.

What you'll do

• Build Plume's global Professional Services model and operating framework from the ground up, defining the portfolio of service offerings and establishing clear boundaries between standard product delivery and paid services.
• Develop standardized service packages, rate cards, pricing methodologies, and commercial frameworks, along with repeatable processes and templates for scoping, estimating, pricing, and developing Statements of Work.
• Own the Professional Services P&L with accountability for revenue, margin, utilization, costs, and investment decisions; establish financial and operational targets and develop resource and capacity planning models aligned with services revenue and customer demand.
• Create a standardized intake process for Professional Services and implementation requirements, partnering with Pre-Sales to translate customer requirements into clearly defined implementation scopes and establishing clear handoffs into Engineering Delivery and Solutions Engineering.
• Develop governance around scope changes, delivery commitments, customer expectations, and technical dependencies; define the transition from implementation into Customer Success and drive consistent, predictable, high-quality execution across customer engagements.
• Partner closely with Sales, Pre-Sales, Solutions Engineering, Customer Success, Product, Engineering, Finance, and Operations to bring greater commercial and operational discipline to implementation requirements and 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.
• Build and scale a global Professional Services organization based on customer demand and revenue opportunity, developing the organizational strategy, hiring plan, and operating standards needed to support business growth.
• Establish reporting and metrics that provide visibility into the financial and operational performance of Professional Services.
• Evaluate the appropriate mix of internal resources, partners, and other delivery models to support global scale.

What you bring

• 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, Statements of Work, 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.

Nice to have

• Experience within telecommunications, broadband, networking, WiFi, or service provider environments.

About Plume

Plume is the creator of the only open, hardware-independent, cloud-controlled experience platform for ISPs and their subscribers. The platform uses WiFi, advanced AI, and machine learning to manage services for over 60 million locations globally and has managed over 3 billion devices. Plume partners with over 400 ISP customers, including Comcast, Charter, Liberty Global, and J:COM.