Job Opportunities API

The Head of Delivery owns all aspects of the Professional Services department, including project deployment, customer support, and managed services delivery. This leader is responsible for scoping, designing, deploying, configuring, quality assurance, day-to-day support, and training for all Cube RM customers—both existing and new. The role bridges delivery excellence with strategic growth, ensuring customer success drives retention and expansion revenue. The candidate should be able to: Lead and develop the Professional Services and support team to ensure outstanding service delivery, with an emphasis on efficient problem-solving and customer outcomes. Establish scalable processes, best practices, and methodologies that support high-quality service delivery across implementations, support, and managed services. Analyze and scope customer projects by understanding requirements from all stakeholders, design solutions, create high-level project plans and documentation, and establish clear milestones for effective execution. Execute implementations on time, within budget, and to quality standards , ensuring deliverables meet customer goals, objectives, and expected business value. Collaborate cross-functionally with Product, Engineering, Customer Success, and Sales teams to align delivery with customer outcomes and company objectives. Identify, evaluate, and build a worldwide network of service delivery partnerships to expand Cube RM's delivery capabilities and capacity. Own critical incidents by coordinating resolution, communicating effectively with all stakeholders, and driving post-incident reviews for continuous improvement. Drive internal cross-functional teaming to support customers according to agreed Service Level Agreements (SLAs) and delivery commitments. Build and maintain strong relationships with customer and partner IT and business executives to enable honest, timely communication and trust. Support sales and pre-sales activities by positioning services, drafting statements of work, and participating in demos, trials, and POCs. Work closely with the product team and contribute to the product development roadmap and strategy based on customer insights. Produce regular and ad-hoc reports for customers and Cube RM leadership on delivery performance, metrics, and key insights. What success looks like: High customer satisfaction (CSAT/NPS) and strong Net Promoter Score across all implementations and support engagements. Projects delivered on time, within scope, and within budget with clear quality standards met. Increased customer retention and expansion revenue through excellent service delivery and customer advocacy. Reduced escalations and delivery risks through proactive problem-solving and standardized processes. Improved resource utilization, forecasting accuracy, and delivery team capacity planning across all service lines. Strong delivery team engagement, retention, and professional development. Standardized, documented delivery processes and methodologies across the organization. Clear visibility of delivery performance, SLA compliance, and key metrics through regular reporting and dashboards. Strong executive relationships with key customer stakeholders built on trust and transparent communication. Continuous improvement in delivery methodologies, tooling, and operational efficiency with measurable impact. Ideal profile Customer-obsessed and commercially minded —understands that excellent delivery drives customer retention, expansion revenue, and company growth. Strong operator who brings structure and process discipline without creating unnecessary bureaucracy or slowing down delivery. Able to manage both strategic customer relationships and day-to-day execution —comfortable with C-level conversations and also hands-on in project reviews and problem-solving. Data-driven decision maker who uses metrics, SLAs, utilization data, and cust