Global Services Leader - Arrow ECS

Position

Global Services Leader - Arrow ECS

Job Description

Arrow Electronics is a global provider of products, services, and solutions to industrial and commercial users of electronic components and enterprise computing solutions. Arrow Electronics guides innovation forward for over 220,000 leading technology manufacturers and service providers. With 2025 sales of $30.9 billion, Arrow develops technology solutions that improve business and daily life. The company maintains 228 locations worldwide with over 85 countries served.

A Fortune 154 company with 21,500 employees worldwide, Arrow brings technology solutions to a breadth of markets, including telecommunications, information systems, transportation, medical, industrial, and consumer electronics. Arrow provides specialized services and expertise across the entire product lifecycle. Arrow does this by connecting customers to the right technology at the right place, time, and price. Arrow provides extraordinary value to customers and suppliers - the best technology companies in the world - and connects them through the company's industry-leading services.

The Global Services Leader is a senior executive responsible for the strategic leadership, delivery, and growth of the organization's services portfolio. This role drives service excellence, client satisfaction, and profitability across an international partner base, overseeing all aspects of service operations, product development, and go-to-market strategy. The position serves as a key liaison between technology delivery teams, sales, and senior leadership, ensuring that the service o2erings are competitive, scalable, and aligned with Arrow ECS’ broader growth strategy.

What You'll Be Doing

Strategic Leadership & Vision

• Define and execute the global services strategy aligned with overall business strategy and objectives.
• Develop multi-year roadmaps for service portfolio growth, capability expansion, and geographic reach.
• Identify market trends, emerging technologies, and competitive dynamics to continuously evolve the services offering.
• Partner with senior leadership to report on managed services performance, investments, and strategic initiatives.
  
  

Service Delivery & Operations

• Own end-to-end accountability for services delivery quality, SLA compliance, and operational excellence globally.
• Establish and enforce global delivery standards, governance frameworks, and ITIL/ITSM best practices.
• Oversee NOC/SOC operations, service desk functions, infrastructure management, and cloud-managed services.
• Drive continuous service improvement (CSI) programs to enhance efficiency, reduce incidents, and improve CSAT/NPS.
• Implement scalable operating models to support multi-region, 24x7 service delivery
  
  

P&L and Financial Management

• Carry full P&L responsibility for the global services business▸ Develop and manage annual budgets, headcount planning, and capital expenditure in alignment with financial targets.
• Partner with the regional businesses to drive revenue growth through upsell, cross-sell, contract renewals, and new logo acquisition.
• Optimize cost structures and resource utilization to meet or exceed margin targets.
• Monitor financial KPIs and present regular performance reports to senior leadership
  
  

Client Relationship Management

• Serve as executive sponsor for strategic global customers, fostering long-term partnerships and trust
• Lead executive business reviews (EBRs) with key clients to demonstrate value and align on future roadmaps.
• Act as escalation point for critical service issues, ensuring rapid resolution and effective communication.
• Champion a client-first culture across the managed services organization.
  
  

People Leadership & Organizational Development

• Build, lead, and inspire a high-performing global team of service delivery managers, engineers, architects, and support staff.
• Foster a culture of accountability, inclusion, innovation, and professional growth.
• Define organizational structure, workforce planning, and succession planning to support scale.
• Recruit, develop, and retain top talent across multiple geographies and time zones.
• Set clear performance expectations and conduct regular reviews aligned to business outcomes.
  
  

Portfolio & Practice Development

• Develop and commercialize services offerings across cloud, security, networking, computing, and application management.
• Define service packaging, pricing models, and contract structures in collaboration with sales and finance.
• Drive automation, AI/ML integration, and tooling strategies to enhance service delivery efficiency.
• Manage vendor and partner relationships critical to service delivery and capability development.
  
  

Technology & Innovation

• Champion adoption of emerging technologies (AI-Ops, cloud-native, automation) within the managed services platform.
• Oversee tool selection, ITSM platform governance, and technology roadmaps supporting operations.
• Partner with internal IT and product teams to co-develop capabilities that differentiate Arrow’s services.
  
  

What We Are Looking For

• 15 years of progressive technology services experience, with at least 7 years in a senior leadership role.
• Demonstrated P&L ownership experience in a managed services or technology outsourcing environment.
• Deep expertise in global IT managed services delivery models (cloud, infrastructure, security, service desk).
• Proven track record of scaling services operations in a complex, multi-region environment.
• Strong executive presence with experience engaging C-level clients and internal stakeholders.
• Experience managing large, distributed teams (200 direct and indirect employees) across multiple geographies.
• Financial acumen with demonstrated experience managing multi-million-dollar budgets and driving margin improvement.
  
  

Leadership Competencies

• Strategic Vision & Execution .
• Client & Stakeholder Focus.
• Ability to translate business strategy into scalable service execution globally.
• Demonstrates executive-level relationship skills and deep commitment to client success and retention.
• Commercial Acumen.
• People & Culture Leadership.
• Strong financial acumen with expertise in P&L management, pricing, and commercial model design
• Inspirational leader with proven ability to attract, develop, and retain exceptional global talent.
• Innovation & Technology Fluency.
• Operational Rigor.
• Keeps pace with technology evolution and drives adoption of emerging capabilities in service delivery.
• Data-driven decision maker with strong focus on process, governance, and continuous improvement.
  
  

Key Performance Indicators

Success in this role will be measured against the following outcomes:

• Managed services revenue growth (YoY) and net new logo acquisition.
• EBITDA margin and P&L performance vs. plan.
• Client retention rate and Net Promoter Score (NPS).
• SLA compliance and service availability across all managed accounts.
• Employee engagement, retention, and talent development metrics.
• Time-to-value for new client onboarding and service transitions.
• Automation adoption rate and associated cost efficiency gains
  
  

Work Arrangement

Fully Remote: Must be able to travel to an Arrow office location as requested by Arrow leadership.

What’s In It For You

At Arrow, we recognize that financial rewards and great benefits are important aspects of an ideal job. That’s why we offer competitive financial compensation, including various compensation plans and a solid benefits package.

• Medical, Dental, Vision Insurance
• 401k, With Matching Contributions
• Short-Term/Long-Term Disability Insurance
• Health Savings Account (HSA)/Health Reimbursement Account (HRA) Options
• Paid Time Off (including sick, holiday, vacation, etc.)
• Tuition Reimbursement
• Growth Opportunities
• And more!
  
  

Annual Hiring Range/Hourly Rate

$195,000.00 - $363,000.00

Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer.

Location:

US-CO-Colorado (Remote Employees)

Remote work employees may be required to be present at the closest designated Arrow office for work-related purposes, at the Company’s request and sole discretion.

Time Type

Full time

Job Category

Sales

EEO Statement

Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran or disability status. (Arrow EEO/AAP policy)

All Arrow job postings are for existing job vacancies. We anticipate this requisition will be open for a minimum of five days, though it may be open for a longer period of time. We encourage your prompt application.

In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.