Head of Delivery Solutions

SourceAbility • Charlotte, NC

19h

About The Position

Our client, a software provider in the transportation industry, is seeking a Head of Solution Delivery to lead and oversee the successful execution of client implementations. This role manages a team of Project Managers responsible for multiple concurrent projects and ensures all implementations are delivered effectively, professionally, and in alignment with client contractual commitments, as well as the company’s financial and delivery standards.

Requirements

• Lead and oversee the successful execution of client implementations.
• Manage a team of Project Managers responsible for multiple concurrent projects.
• Ensure all implementations are delivered effectively, professionally, and in alignment with client contractual commitments, as well as the company’s financial and delivery standards.
• Guide and support project managers.
• Ensure project timelines are met on time and on budget.
• Flag and escalate deviations to Exec Team for resolution.
• Ensure customer satisfaction and value from deployments.
• Ensure clarity in sales agreements and define success metrics.
• Define and drive adoption of best practices.
• Serve as feedback conduit for customer needs.
• Monitor project delivery, resource utilization, revenue forecasts, customer success and satisfaction.
• Manage customer escalations.
• Participate in SOW reviews and project planning.
• Assess and mitigate risk.
• Prepare customers for implementations.
• Guide and support project managers through collaboration with internal teams.
• Address customer needs for a seamless experience.

Responsibilities

• Oversee and guide project managers in the company implementation methodology while ensuring quality standards are met.
• Coaching and supporting project managers in adopting best practices to meet project objectives such as budget, scope, time, and profitability.
• Ensure project timelines are met on time and on budget, and any deviations are flagged and escalated to Exec Team for resolution in advance of critical path roadblocks.
• Collaborate with the PMs to ensure that the company is delivering customer satisfaction and value out of the multiple deployments.
• Collaborate with the sales organization to ensure that there is clarity defined in what is being sold (to the customer) and what success looks like upon completion of the project.
• Collaborate with Customer Success and support organization to ensure project closure and handoff procedures are clearly defined and M&S billing can commence without delay.
• Define and drive adoption of best practices on implementation methodology, implementation KPI’s and metrics, customer adoption and customer success.
• Serve as feedback conduit for customers’ needs to connect to product and sales organizations.
• Monitor project delivery, resource utilization on the projects, revenue forecasts, customer success and satisfaction.
• Manage any escalation that may occur with the customers and engage other points of contact in various departments to address the escalation quickly and successfully.
• Prior to contract signature, the Solution Delivery leaders participate in SOW reviews and project planning prior to the start of a project, to make sure the company is assessing and mitigating any risk and are preparing customers for the best experience in the implementations.
• During implementation, this role will guide and support the project managers through any collaboration needed with the company, the product, technical support, or other brand teams for the customer experience to be seamless, and to address any needs of the customer.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 1-10 employees