Global Head of Services - Appear

The Global Head of Services oversees Customer Services, Customer Success, and Professional Services worldwide. Reporting to the COO, this leader sets the strategic vision for all service-related functions, ensuring they align with the company’s broader operational and financial objectives. In a matrix structure, regional service teams adapt centrally defined methods and frameworks to local needs, while maintaining direct functional alignment with the Global Head of Services. Acting as the owner of the service portfolio, this position collaborates closely with Commercial (Technical Sales) and Product teams to continually refine, evolve, and expand offerings. Success in this role requires balancing high-quality, consistent service delivery with the flexibility needed for local market adaptation, all while driving profitability and customer satisfaction. 

Why Appear?

• Be part of a growing global company, experiencing cross-cultural collaboration in a diverse and dynamic work environment. We have over 30 different nationalities at our office today!
• Attractively located office at Lysaker with newly refurbished facilities.
• Access our on-site gym and enjoy three subsidized canteens offering a variety of delicious options, plus free snacks and fruits.
• Free parking, including complimentary electric car charging and bike storage.
• Hybrid working policy & flexible work hours to accommodate your work-life balance.
• Full salary during parental leave.
• Enjoy a vibrant social culture including regular team-building activities, company events, sponsored communities, and informal after-works.

Strategic Responsibilities:

Services Vision & Roadmap

• Develop and maintain a comprehensive, long-term strategy for Customer Services, Customer Success, and Professional Services, aligned with overall business goals.
• Identify market trends and customer feedback to shape service offerings that differentiate the company in a competitive landscape

Portfolio Management

• Serve as the primary owner of the global service portfolio, defining standard offerings, packages, and pricing models in coordination with Commercial teams.
• Collaborate with Product Management to align service designs with product roadmaps, ensuring seamless integration and a holistic customer experience.

Global Governance & Adaptation

• Establish and enforce global service standards, policies, and processes, ensuring consistent quality and methodology across regions.
• Provide frameworks that allow regional teams to tailor execution in line with local regulations, cultural nuances, and market demands.

Executive Alignment & Influence

• Partner with the COO and executive leadership to integrate service initiatives into broader operational and financial planning.
• Work cross-functionally with Sales, Marketing, and Product leaders to identify and act upon new revenue opportunities, strategic partnerships, and customer engagement programs.

Required Qualifications:

• Education: Bachelor’s degree in Business, Engineering, or a related field; MBA or     equivalent advanced degree preferred.
• Experience:
• 5+ years in Professional Services, Customer Success, or Customer Support leadership roles, ideally within a global or matrixed organization.
• Leadership & Influence: Proven ability to lead diverse, cross-functional teams in a matrix environment, fostering collaboration and accountability
• Strategic Thinking: Capable of translating long-term vision into actionable plans, balancing standardized approaches with local flexibility.
• Operational Savvy: Solid background in optimization, project management, and KPI-driven performance improvements.
• Financial Acumen: Comfortable with P&L management, budgeting, and business case development.

For any questions about the role, feel free to contact SKILL Rekruttering AS - We’d love to hear from you!