Sentrium

Head of Department

• 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

Head of Global Services