Head of Delivery

 

 

 

 

The Head of Delivery – NAMER is responsible for delivery execution, organizational leadership, operational governance, forecasting discipline, and management effectiveness across the North America Professional Services organization.

This is a senior leadership role focused on improving execution quality, standardizing delivery practices, building scalable management processes, and developing high-performing delivery teams across the region.

The Head of Delivery directly manages all Regional Professional Services Leads across North America and is accountable for the performance, effectiveness, and development of their respective teams. This role ensures consistent leadership standards, resource management, delivery quality, and operational excellence across the entire NAMER Professional Services organization.

The Head of Delivery will partner closely with the Head of Professional Services – AMER and cross-functional leadership to ensure the organization operates with clear accountability, predictable delivery outcomes, strong leadership alignment, and operational rigor.

This role is accountable for:

• Leadership and management of all Regional PS Leads and delivery teams across NAMER
• Delivery execution quality across NAMER engagements
• Forecasting accuracy, utilization performance, and capacity planning
• Delivery governance, escalation management, and operational reporting
• Adoption of standardized implementation methodologies
• Talent development, leadership effectiveness, and organizational scalability
• Organizational maturity and operational excellence

Success in this role requires strong operational discipline, executive communication skills, people leadership experience, and the ability to drive accountability across multiple layers of management in a fast-scaling SaaS environment.

Key Responsibilities

Regional Leadership and Team Management

• Directly lead and develop all Regional Professional Services Leads across North America

• Establish clear performance expectations, management standards, and accountability frameworks across the leadership team

• Coach and develop Regional PS Leads to improve delivery performance, employee engagement, utilization management, and customer outcomes

• Drive consistency in leadership practices, team management, talent development, and performance management across all regions

• Partner with Regional PS Leads on workforce planning, succession planning, hiring strategies, and organizational design

• Ensure effective communication, alignment, and execution across geographically distributed delivery teams

• Foster a high-performance culture focused on customer success, accountability, collaboration, and operational excellence

Delivery Governance and Execution Management

• Establish and enforce delivery governance standards across all active customer engagements

• Drive consistency in project execution, risk management, forecasting, staffing, and customer communication

• Implement operational cadences for delivery reviews, escalation management, and portfolio health tracking

• Monitor delivery performance and intervene directly in at-risk or underperforming engagements

• Partner with Regional PS Leads to ensure consistent adoption of implementation methodologies, operational playbooks, and delivery best practices

• Improve delivery predictability, execution quality, and operational visibility across the region

Forecasting, Capacity Planning, and Operational Performance

• Own regional forecasting processes for delivery capacity, utilization, staffing, and project demand

• Drive forecasting accuracy and operational accountability across Regional PS Leads and delivery portfolios

• Partner with leadership on hiring plans, resource allocation, and organizational scaling decisions

• Build reporting frameworks that provide accurate visibility into delivery performance, risks, and operational efficiency

• Identify operational gaps and implement process improvements that increase scalability and execution consistency

• Ensure balanced staffing models and effective resource allocation across all regional teams

Cross-Functional Leadership and Escalation Management

• Partner with the Head of Professional Services – AMER on regional operating priorities, organizational strategy, and scaling initiatives

• Partner with Sales, Customer Success, Product, and Global Professional Services leadership to align delivery capacity with business growth

• Support executive customer escalations and recovery planning for critical engagements

• Ensure operational transparency through structured reporting and executive-level communication

• Drive alignment between customer commitments, delivery capabilities, and organizational priorities

Leadership Profile

The successful candidate:

• Is an experienced leader of leaders with a track record of building and scaling high-performing Professional Services organizations

• Operates with high accountability and operational discipline

• Drives execution through data, process rigor, and clear standards

• Is comfortable enforcing accountability across management layers

• Creates structure and clarity in fast-changing environments

• Balances rigor with pragmatism under pressure

• Invests in talent development and leadership coaching

• Communicates directly and operates with low ego

Required Experience

• 10+ years of experience in enterprise software delivery, Professional Services leadership, or consulting operations

• Significant experience leading managers and multi-level delivery organizations within scaled Professional Services environments

• Proven success managing regional leaders and geographically distributed teams

• Demonstrated ownership of delivery governance, forecasting, utilization management, talent development, and operational execution frameworks

• Experience operating within complex enterprise customer environments

• Demonstrated success improving delivery performance and organizational scalability in high-growth SaaS or consulting organizations

• Strong executive communication and stakeholder management skills

• Preferred backgrounds include enterprise SaaS Professional Services organizations such as Salesforce, Workday, SAP, ServiceNow, or similar environments

Performance Metrics

Performance in this role will be measured against:

• Delivery predictability and implementation success rates

• Regional team performance and employee retention

• Reduction in project escalations and delivery risk exposure

• Forecasting and utilization accuracy

• Adoption of delivery methodologies and governance standards

• Regional PS Lead effectiveness and leadership development

• Organizational scalability and operational readiness for growth

• Customer delivery outcomes and operational maturity