EVP – Customer Operations — Cloud Platform

The mandate

The board has concluded that incremental adjustment will not resolve customer operations fragmented across channels and markets within a institutionally backed enterprise technology and digital-products group. The immediate arena is the cloud platform during a margin recovery programme. For mandate 131, the successful executive inherits decisions that have been deferred, competing stakeholder expectations and a need to establish facts before committing further capital.

The EVP – Customer Operations operating perimeter covers approximately €2,250 million in annual recurring revenue portfolio, with activity spanning several cloud platform customer, product and delivery clusters rather than a single asset. The EVP – Customer Operations Technology remit carries direct influence over roughly 800 colleagues and third-party capacity.

The board and its investment committee want a EVP – Customer Operations who can convert ambiguity into a short list of explicit choices for the cloud platform. The EVP – Customer Operations Technology seat must resolve a margin recovery programme, while preserving the underlying strengths of the cloud platform. For mandate 131, value will come through sharper allocation, stronger leaders and an operating cadence that exposes variance early.

The EVP – Customer Operations’s first year on the cloud platform is expected to end with service consistency, lower failure demand and improved retention. In mandate 131, authority covers resources and leadership appointments; material trade-offs go directly to the board sponsor.

Why this seat is open

This is a newly created EVP – Customer Operations — Cloud Platform seat, established because a margin recovery programme now requires one accountable executive rather than distributed ownership. The board has classified the appointment as urgent and intends to move from qualified shortlist to offer within 6–8 weeks. Interim governance protects the cloud platform, but it is not a substitute for a permanent appointee. The external search remains confidential to avoid unnecessary disruption before the appointment is agreed.

What you will own

• Set the EVP – Customer Operations value-creation thesis for the cloud platform, translate it into no more than five enterprise priorities and stop work that does not support them.
• Carry stewardship of approximately €2,250 million in annual recurring revenue portfolio, including allocation, risk acceptance and board forecasts.
• Lead the EVP – Customer Operations Technology organisation of about 800 employees and partners, appointing a team with clear decision rights and credible succession for every critical seat.
• Resolve the cloud platform economics and execution constraints created by a margin recovery programme, with EVP – Customer Operations-approved owners, dated milestones and transparent escalation thresholds.
• Establish one EVP – Customer Operations operating review across commercial, customer, financial, people, technology and risk outcomes for the cloud platform; remove reconciliations that obscure accountability.
• Demonstrate enterprise authority across functions and markets, with outcomes visible in cash, customers or controlled risk in mandate 131.
• Build the EVP – Customer Operations’s three-year succession and capability plan for the cloud platform, reducing dependence on individual executives and improving mobility across the wider Technology organisation.

The first 12 months

• Days 1–90: Validate the cloud platform baseline, meet the 30 stakeholders most consequential to customer operations fragmented across channels and markets, assess the leadership team, stabilise immediate delivery risks and agree a board-owned scorecard with explicit decision gates.
• Months 4–9: Make the principal EVP – Customer Operations portfolio and organisation choices for the cloud platform, install the new operating cadence, fill critical leadership gaps and deliver the first measurable release of cash, capacity or customer value.
• Months 10–12: Demonstrate a repeatable cloud platform trend against service consistency, lower failure demand and improved retention, lock the following year’s capital and talent plan, evidence control sustainability and present a credible three-year value case with downside actions.

What the board will measure

• Delivery of the EVP – Customer Operations’s agreed first-year cloud platform value case within a 10% tolerance, with variance explained before rather than after the relevant quarter closes.
• A EVP – Customer Operations forecast that remains decision-useful across three consecutive quarters and reconciles the cloud platform’s operating, cash, customer and people assumptions.
• Closure of the EVP – Customer Operations mandate’s highest-priority cloud platform risk and execution issues by their board-approved dates, with independent evidence that fixes are sustained.
• Retention of at least 90% of critical cloud platform talent and ready-now successors for at least 70% of the EVP – Customer Operations’s direct reports.
• A quantified EVP – Customer Operations-owned improvement in the cloud platform operating constraint behind a margin recovery programme, supported by a clean baseline and named data owner.
• Clear stakeholder confidence in mandate 131: no unresolved high-severity escalation older than 30 days and no material surprise withheld from its agreed governance forum.

The person

You are currently a EVP Customer Operations, Service COO or Customer Experience Head in a institutionally backed Technology or adjacent enterprise. In relation to the cloud platform, your EVP – Customer Operations track record includes a transition where the original plan was no longer sufficient; you can explain your choices, evidence and numerical impact. Candidates from software, cloud services, digital platforms, IT services or technology-enabled business services will be considered where the operating model, customer stakes and governance intensity match this EVP – Customer Operations brief.

As a EVP – Customer Operations candidate, you bring 22–28 years of progressive Technology or adjacent-sector experience, consistent with the 22-28 experience band. At minimum, you have carried a P&L, book, budget or accountable portfolio of €1,300 million and led an organisation of at least 800 people.

For mandate 131, the board wants two transitions: a difficult cloud platform portfolio choice and a leadership-system change during a margin recovery programme. As the prospective EVP – Customer Operations for this cloud platform, you must challenge optimistic cases and still create followership. References for mandate 131 must distinguish your contribution from the institution around you.

The EVP – Customer Operations must be based in Berlin; international relocation is supported, but this Technology role is not designed as a remote appointment.

Non-negotiables

• Current or recent accountability at the level of EVP Customer Operations, Service COO or Customer Experience Head, with direct exposure to a board, investment committee or equivalent Technology governance forum.
• Proven EVP – Customer Operations ownership of at least €1,300 million and leadership of no fewer than 800 employees in a comparable cloud platform context.
• One completed Technology or adjacent-sector example of customer operations fragmented across channels and markets with outcomes sustained for at least two reporting periods after the initial intervention.
• Sector credibility from software, cloud services, digital platforms, IT services or technology-enabled business services; experience that is purely functional and lacks EVP – Customer Operations-level cloud platform consequences will not meet the bar.
• Willingness to meet the Berlin location expectation, complete conflicts and background diligence, and protect the confidentiality of mandate 131.

Compensation and terms

The anticipated EVP – Customer Operations package is €250,000–330,000 base + annual incentive, calibrated to the final cloud platform scope and the candidate’s current mix. Any long-term participation for mandate 131 follows standard vesting and performance conditions. The EVP – Customer Operations appointment in Berlin, centred on the cloud platform, offers regular exposure to the board and its investment committee. A notice period of up to 6 months can be accommodated for the selected executive in mandate 131.

Confidentiality

The organisation will be identified only after reciprocal interest and a confidentiality undertaking for mandate 131. The market, scale and situation in this brief are intentionally composite and are not a coded description of a named enterprise for mandate 131.