Head of Delivery & Support

Valstro•New York, NY

About The Position

The Head of Delivery and Support is responsible for ensuring our clients have an exceptional experience from onboarding through day-to-day production use. This role combines hands-on ownership of delivery and support with leadership of the teams and processes that make customer outcomes reliable, predictable, and high quality. You will build and lead the delivery and support function, coordinate new client onboarding, and act as a central point of alignment between customers and internal teams. This role initially reports directly to the CTO, with a path to evolve into or roll up under a broader operational leadership role as the company scales.

Requirements

Meaningful experience in delivery, customer support, customer success, or similar customer-facing operational roles.
Experience in a leadership position managing schedules, tasks, and people in a support, delivery, or onboarding context.
Proven track record of building or scaling teams and processes in a growth environment.
Strong analytical skills with experience using support, incident, or project-tracking tools.
Strong organizational skills with excellent attention to detail and follow-through.
Excellent communication and stakeholder management skills, both with customers and internal teams.

Nice To Haves

Experience in SaaS or technology companies, ideally in trading, capital markets, or a similarly complex domain.
Background in building client onboarding playbooks, operational runbooks, and support knowledge bases.
Familiarity with incident management, monitoring/alerting, and automation in support workflows.
Experience working with global or distributed teams and customers.

Responsibilities

Build, mentor, and lead a high-performing delivery and support team (initial size ~2, expected to grow as we scale).
Own end-to-end operational readiness for customers, from initial onboarding through steady-state support.
Design and run the onboarding process for new clients, including planning, timelines, and clear entry/exit criteria.
Coordinate with Sales, Product, Engineering, and Connectivity teams to ensure environments, integrations, and workflows are ready before go-live.
Act as primary operational owner for early-stage client relationships during onboarding, making sure issues are surfaced, tracked, and closed.
Serve as the central coordination point for client-facing delivery and support activities.
Own recurring touchpoints with key customer stakeholders (status updates, issue reviews, readiness checks).
Translate customer needs into clear actions for internal teams and close the loop with the customer.
Define and continuously improve support processes, runbooks, and escalation paths.
Ensure incident management, ticket handling, and communication follow consistent standards.
Work with tooling owners (e.g., incident and support platforms) to ensure workflows are efficient and well-instrumented.
Act as the voice of the customer internally, bringing structured feedback into Product, Engineering, and Operations backlogs.
Drive root-cause analysis and follow-up actions on recurring or high-impact issues.
Define and track KPIs across delivery, onboarding, and support (e.g., time-to-onboard, SLA performance, NPS/CSAT, incident volume and resolution times).
Provide clear, regular reporting to leadership and key stakeholders on status, risks, and trends.
Partner closely with Product, Engineering, SRE/Platform, Sales, and Customer Success to ensure readiness for go-lives and smooth handovers.
Help align priorities across teams when customer-critical issues or deadlines arise.
Own operational escalations from customers and internal stakeholders, ensuring they are managed transparently and effectively.
Identify delivery and support risks early and drive mitigation plans.