Head of Delivery Services

Overview

Hybrid
Depends on Experience
Full Time

Skills

ITIL
SaaS
API
Cloud
PMI OR PMP
Agile
Service delivery
Lead
Solutions
Financial Services OR Software Product

Job Details

Role Overview
The Head of Delivery Services is a senior leader responsible for overseeing the delivery of high-quality services to enterprise clients. This is a pivotal role that bridges sales, product, engineering, and customer success acting as the owner of the post-sales delivery phase. This role requires strong leadership, communication, and technical acumen to deliver exceptional customer experiences and drive continuous improvement.
Responsibilities:

  • Program & Project Leadership
  • Team Management & Development
  • Service Delivery Oversight
  • Customer Engagement & Relationship Management
  • Incident and Problem Management
  • Process Optimization
  • Reporting and Analysis
Key Outcomes Expected:
  • High customer satisfaction and successful go-lives
  • On-budget, on-time delivery of projects
  • Clear processes that scale with growing customer volume
  • A high-performing, motivated team
  • Insightful reporting for leadership and stakeholders

Requirements:
  • Bachelor s degree in information technology, Business Administration, or a related field
  • Strong understanding of ITIL frameworks and service management best practices
  • Strong background in program management, enterprise SaaS delivery, or solutions consulting
  • 10+ years of experience in service delivery, customer success, or technical project management, preferably in the financial services or technology industry, with at least 3 to 5 years in leadership roles
  • Experience with SaaS platforms, API integrations, and cloud
  • Excellent people leadership and coaching ability
  • Expert-level project management skills with experience in Agile and/or PMI- based methodologies (e.g., PMP, SAFe)
  • Excellent communication, interpersonal skills and stakeholder management
  • Strong problem-solving, strategic thinking, and analytical capabilities with an eye
  • for operational details
  • Proven ability to manage multiple priorities in a fast-paced
  • Collaborate in-person with teams at our New York City office to drive initiatives
    Preferred Qualifications:
  • Master s degree or MBA
  • PMP, SAFe, or ITIL certifications
  • Experience in the Financial Technology (fintech) industry
  • Prior experience scaling service teams in high-growth environment

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