Job content
Head of Delivery
The Head of Delivery (HoD) at Squirro is responsible for overseeing the full project lifecycle from Pre-Sales, to PoC, implementation and operation of the solution.
The HoD provides leadership, direction, and resource stewardship to the organization’s Delivery (Professional Service) function, which includes Pre-Sales, Delivery, Partner Success, and Customer- Success.
As the organization’s most senior professional services leader, the HoD is accountable for the overall Delivery performance, and the profitable achievement of Squirro’s goals in this area.
The HoD works closely with our service, data & technology partners to deliver our solution with success for our customers.
The HoD is responsible for aligning our delivery strategy with sales objectives, engineering priorities and our firm’s business strategy.
Tasks:
Overall delivery team responsibility
- Management of delivery team to ensure timely and accurate customer deliveries
- Coordinate with Sales / Account Execs for delivery of PoCs, Pilots, implementations
- Resource allocation and workload assignment according to delivery requirements
- Budgeting, controlling and forecasting of the delivery team
- Report delivery status to customers and management
- Evaluate the performance of team members and determine training needs
- Initiates and executes trainings of the team
- Review performance against operating plans and standards
- Manage 3rd party delivery resources including negotiations for delivery rates
- Collects and inputs customer feedback on the product back to engineering
- Hiring additional team members as per business plan / market demand
Package up our delivery into a consistent Squirro delivery method
- Develop consistent delivery processes through pre-sales, delivery and operation.
- Package up this process into a consistent ‘Squirro Delivery Method’
- Sets up training methods to onboard new pre- / post-sales / people
Enable Partners (service, data & technology partners) with expert services
- Onboarding and support (training, product knowledge, etc.) for implementation partners together with Channel Management.
- Oversee expert services provided to implementation partners
- Review and provide feedback for Partner Customer Orders and plan and coordinate delivery activities and delivery support activities
Project management of selected individual delivery projects
- Support the full lifecycle: PoC to Implementation, Customer Success & Operations
- Develop, scope and budget for delivery projects (DE/CH, UK, US) either for in-house or (preferably) partner-driven delivery
- Build positive working relationships with customers for business growth
- Responsibility to fulfil agreed service level agreements with customers / operations
- Serve as primary contact for customer inquiries and concerns
- Ensure long term customer success with regular touchpoints with the customer
Reporting
To the CEO
Deadline: 05-05-2024
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