Head of Delivery
Overview
The Head of Delivery is responsible for ensuring that every client engagement is delivered on time, every time, with exceptional quality and client satisfaction. This leader oversees the Client Success Management (CSM) function and holds ultimate accountability for delivery performance across all active accounts. This role blends operational rigor, people leadership, and client-facing diplomacy. The Head of Delivery will elevate project management standards, coach and develop CSMs, proactively identify at-risk projects, and personally intervene when necessary to protect timelines, scope, relationships, and outcomes.
Key Responsibilities
Delivery Leadership & Accountability
· Own end-to-end delivery performance across all service lines (custom development, data engineering, digital marketing, and eLearning/content development). · Ensure projects and recurring services are delivered on time, within scope, and at agreed quality standards. · Establish and enforce delivery best practices, standards, and governance frameworks. · Implement consistent reporting on delivery health, resource utilization, client satisfaction, and risk indicators.
Client Success Management Oversight
· Directly manage and mentor the Client Success Managers (CSMs). · Ensure each CSM maintains clear visibility into timelines, budgets, risks, and client expectations across their assigned accounts. · Conduct regular account reviews to assess project health and client satisfaction. · Hold CSMs accountable to performance metrics including delivery timeliness, client retention, and NPS/CSAT.
Coaching & Capability Development
· Train and coach CSMs to elevate project management, stakeholder communication, and risk mitigation skills. · Standardize tools, templates, and workflows to create operational consistency. · Develop playbooks for onboarding new accounts, managing change requests, and handling escalations. · Foster a culture of proactive communication and ownership.
Risk Management & Escalation Handling
· Identify at-risk projects early and implement corrective action plans. · Step in directly to manage complex client issues or strategic accounts when necessary. · Lead recovery efforts on troubled engagements. · Partner with technical leads and department heads to realign scope, resources, or delivery plans when needed.
Cross-Functional Collaboration
· Work closely with Engineering, Data, Marketing, and Learning teams to align capacity and priorities. · Provide leadership with clear visibility into pipeline demand vs. delivery capacity. · Contribute to strategic planning and scaling initiatives.
Qualifications
Required
· 7+ years of experience in professional services delivery, consulting, or agency environments. · 3+ years managing project managers, account managers, or client success teams. · Demonstrated success in software development as well as delivering complex, multi-disciplinary projects (software, data, digital, or learning). · Strong operational mindset with the ability to implement structure and accountability. · Excellent executive-level communication and conflict resolution skills.
Preferred
· Experience in a custom development or digital services firm. · Familiarity with Agile, Scrum, and hybrid project management methodologies. · Experience building delivery frameworks in a scaling organization.
Key Competencies
· Extreme ownership of outcomes · Structured, process-driven leadership · Strong emotional intelligence · Calm under pressure · Decisive problem solver · High standards for execution
Success Metrics
· On-time, on-budget delivery rates · Client satisfaction and retention · Reduction in project escalations · Improved CSM performance and capability · Delivery margin stability and predictability