Global Head of Services

14 hours ago

Oslo, Oslo County, Norway Appear Full time

The Global Head of Services oversees customer services, customer success, and professional services worldwide. 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 and Product teams to continually refine, evolve, and expand offerings.

Responsibilities

Services Vision & Roadmap

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

Portfolio Management

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

Global Governance & Adaptation

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

Executive Alignment & Influence

  1. Partner with the COO and executive leadership to integrate service initiatives into broader operational and financial planning.
  2. 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

  1. Education: Bachelor's degree in Business, Engineering, or a related field; MBA or equivalent advanced degree preferred.
  2. 5+ years in Professional Services, Customer Success, or Customer Support leadership roles, ideally within a global or matrixed organization.
  3. Leadership & Influence: Proven ability to lead diverse, cross-functional teams in a matrix environment, fostering collaboration and accountability.
  4. Strategic Thinking: Capable of translating long-term vision into actionable plans, balancing standardized approaches with local flexibility.
  5. Operational Savvy: Solid background in optimization, project management, and KPI-driven performance improvements.
  6. Financial Acumen: Comfortable with P&L management, budgeting, and business case development.

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?

  1. 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
  2. Attractively located office at Lysaker with newly refurbished facilities.
  3. Access our on-site gym and enjoy three subsidized canteens offering a variety of delicious options, plus free snacks and fruits.
  4. Free parking, including complimentary electric car charging and bike storage.
  5. Hybrid working policy & flexible work hours to accommodate your work-life balance.
  6. Travel and medical insurance coverage.
  7. Full salary during parental leave.
  8. Defined contribution pension plan.
  9. Enjoy a vibrant social culture including regular team-building activities, company events, sponsored communities, and informal after-works.
  10. Five weeks of annual vacation.
Headquartered in Oslo, Norway, Appear is a leader in live production technology, specialising in high-capacity, sustainable solutions for media processing and content delivery. Our portfolio is designed to support the most complex scenarios of live event contribution, adapting seamlessly to the ever-evolving dynamics of the media, entertainment, and sports industries.

Our extensive client base, including world-leading content creators like NBCUniversal, Warner Bros. Discovery, Formula 1, NHL, and Riot Games, rely on our solutions to deliver the highest profile live media with utmost integrity and efficiency. This trust underscores our position at the pinnacle of live production technology, where our commitment to excellence and innovation meets the critical demands of the most prestigious live events worldwide.

Founded in 2004, Appear has established itself as a leader in the industry. Thanks to our world-renowned team of experts and their relentless emphasis on modularity and functional versatility, we are at the forefront of innovation in live production technology.

We actively participate with key industry bodies and technology partners to drive the advancement of standardisation and foster continuous innovation. Our excellence is internationally recognised through numerous accolades, including the prestigious NAB Excellence in Sustainability Award and TVBEurope's Best in Market, celebrating our achievements in sustainability and technological leadership.
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