When customers win, your business wins
About Michael Griggs
Vision
After 20 years in Software and SaaS companies, I've come to a conclusion - Delivery & Services is one of the hardest functions to lead.
And honestly, that’s also what makes it one of the most rewarding.
Services leaders sit at the intersection of customer outcomes, technology, revenue & margin, and operational execution and technical support. We can own a massive portfolio of client engagements, with accountability for the financial performance, technical delivery, and overall customer experience.
When something breaks in production, we’re often one of the escalation points.
When a complex integration needs to get across the finish line, we’re accountable.
When a customer challenges the value of an engagement, we have to be able to articulate the ROI.
And while doing all of that, we’re also expected to look around the corner and build what comes next:
• Defining integration and delivery roadmaps
• Developing Agentic and AI strategies for how Services will operate in the future
• Evolving our delivery models and partner ecosystems
• Building the right talent and organizational structure
• Establishing pricing and packaging that reflects the value we create
• Balancing customer objectives with the financial goals of the business
It’s a unique leadership challenge because Services has to be both a delivery engine and a business within the business.
The best Services organizations don't just deliver what was sold. They become strategic partners to customers, influence product direction, accelerate adoption, create new revenue opportunities, and ultimately make the technology more valuable.
It’s demanding. There are plenty of days when the problems feel endless.
But there are few things more rewarding than seeing a complex customer engagement go from ambiguity to execution, watching a team grow through the challenge, and knowing that what you built created measurable value for both the customer and the company.
Services leadership isn't easy. But that's exactly why I love it.
FAQs
What is your leadership style?
A lead-by-example executive, I balance hands-on work with strategic design effectively. I focus relentlessly on my clients, achieving my goals, and my stakeholders while caring deeply about my people and their ability to grow, develop new skills, and enjoy the work we do together.
How do you approach technology?
I focus on customer-centric solutions that drive business success and enhance user experiences through innovative technology.
What industries do you serve?
I work across various sectors, adapting strategies to meet unique challenges and capitalize on opportunities in each industry.
What is your business philosophy?
I believe in aligning technology with customer needs for sustainable growth. There is a significant need for balance between Strategy and Technology, as one does not succeed without executing on the other.
How can I contact you?
You can reach me through the contact form on our website or via LinkedIn. Typical response is withint 24-48 hours
What services do you offer?
I provide strategic leadership, technology consulting, and customer experience enhancement to drive business transformation. I'm available for part-time consulting retainment, full-time positions, and board seats across several stages of growth and industries.
Contact Us
Reach out for strategic technology solutions and customer-centric leadership insights.