Head of Global Services

Job not on LinkedIn

🔥 13 hours ago

🇨🇾 Cyprus – Remote

⏰ Full Time

🔴 Lead

👻 Ghost score 13%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sentrium

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🤝 B2B

📣 Marketing

Consulting • B2B • Marketing

Sentrium is an IT services and consulting company that specializes in providing integrated professional services for businesses. They focus on automating processes, improving IT systems, and enhancing marketing efforts. Their expertise spans various technologies including VMware, virtualization, storage, networking, SUSE, Linux, OpenStack, and HubSpot.

📋 Description

• Lead and scale a unified services organization covering technical support, professional services, and presales engineering • Lead through existing team managers for support operations and presales • Design and build organizational structures, tooling, and hiring plans for significant growth • Own the shared technical talent pool from L1 support engineer through senior services and presales engineers • Allocate capacity across support, billable professional services, and revenue-generating presales work • Design and execute a support operating model for thousands of customers • Build tiered support models with ownership boundaries, escalation paths, and handoff criteria • Drive ticket deflection through knowledge bases, technical content, documentation feedback loops, self-service, and community channels • Deploy and own support tooling, automation, and AI-assisted tier-1 resolution • Own SLA design and delivery • Own professional services scoping, staffing, and delivery quality • Own presales engineering effectiveness, including POC support, demos, technical validation, and RFP responses • Define resource allocation rules across competing demand streams • Develop services packaging and pricing with the CRO • Own the unified career ladder and certification milestones • Build hiring plans and coverage models for follow-the-sun operations across regions • Define metrics across support, professional services, and presales • Turn support and services data into product signals for engineering priorities • Work with sales, customer success, and engineering leadership on escalated accounts, at-risk renewals, and services-driven expansion

🎯 Requirements

• Scaled a technical support organization at a technology company from hundreds to thousands of customers • Managed managers and built team structure across time zones • Owned services economics, including headcount planning, cost per ticket, utilization, deflection, and automation • Implemented or replaced support tooling at scale, including ticketing, knowledge management, and customer portals • Managed a shared technical talent pool serving contractual obligations and billable or revenue-generating work • Deep familiarity with B2B technical services for infrastructure or networking products • Experience leading professional services or presales engineering as formal functions, including packaging, pricing, and margin ownership is a strong plus • Experience supporting open-source software commercially is a strong plus • Networking domain knowledge, including routing, VPN, and firewalling, or experience with a network OS vendor or adjacent infrastructure product is a strong plus • Experience building certification-linked career progression for technical teams is a strong plus • Hands-on experience deploying AI agents or automation for tier-1 ticket resolution is a strong plus

🏖️ Benefits

• Employee position • Remote work arrangement • Opportunity to lead and scale a global services organization • Work with an enterprise-grade open source networking platform • Collaboration with sales, customer success, and engineering leadership • Work on mission-critical networking solutions for enterprises, service providers, and governments worldwide