Position Summary
The Vice President, Delivery is responsible for leading the end-to-end customer delivery organization and ensuring customer commitments are successfully translated into measurable business outcomes. This role owns delivery strategy, implementation scope & execution, onboarding, launch readiness, adoption, and value realization for all customers.
The VP, Delivery partners closely with Sales, Product, Engineering, Customer Success, Support, and Operations to drive scalable growth, operational excellence, and customer success.
Delivery Strategy & Organizational Leadership
- Develop and execute the vision, strategy, and operating model for the Delivery organization.
- Establish a scalable delivery framework that supports growth, customer complexity, and evolving business needs.
- Build, lead, and develop high-performing teams across implementation, solution architecture, onboarding, delivery operations, and enablement.
- Establish and lead a scalable Professional Services organization that delivers customer value and supports business growth.
- Define organizational priorities, performance expectations, and resource allocation strategies.
- Foster a culture of accountability, collaboration, innovation, and continuous improvement.
Customer Implementation & Delivery Execution
- Oversee all customer implementations from pre-sale engagement through go-live and transition to Customer Success.
- Ensure implementations are delivered on time, within scope, and aligned to customer objectives.
- Establish implementation standards, governance, risk management, and quality assurance practices.
- Monitor implementation health and remove barriers impacting customer success.
- Provide executive oversight for strategic and high-impact deployments.
- Develop and oversee Professional Services engagements, ensuring consulting, configuration, optimization, training, and strategic advisory services deliver measurable customer value and align with delivery standards.
Customer Commitment Management
- Partner with Sales and Solutions teams to evaluate implementation feasibility, complexity, timelines, and resource requirements.
- Ensure customer commitments align with product capabilities and operational capacity.
- Balance customer expectations, business priorities, and organizational resources.
- Act as the escalation point for significant scope, timeline, and delivery concerns.
Cross-Functional Leadership
- Build strong partnerships across Sales, Product, Engineering, Support, Customer Success, Operations, Payments, and Training.
- Collaborate with Product and Engineering on readiness and customer feedback.
- Work closely with Customer Success to ensure seamless transitions and long-term adoption.
- Establish clear ownership, accountability, and communication processes.
Operational Excellence & Continuous Improvement
- Develop KPIs, dashboards, and reporting mechanisms to assess delivery effectiveness.
- Drive improvements in implementation cycle time, customer satisfaction, adoption, and quality.
- Lead capacity planning, forecasting, and workforce planning efforts.
- Implement repeatable processes, playbooks, and best practices.
- Use customer feedback and operational metrics to improve performance.
Customer Outcomes & Value Realization
- Ensure customers achieve intended business outcomes and measurable value.
- Drive adoption, operational readiness, and successful product utilization.
- Monitor customer health indicators related to implementation quality and value realization.
- Partner with Customer Success to improve retention and expansion readiness.
Talent & Leadership Development
- Recruit, retain, and develop top delivery talent.
- Build leadership capability and succession plans.
- Create career progression pathways across delivery disciplines.
- Promote employee engagement and a high-performance culture.
Qualifications
- 12+ years of experience in delivery, implementation, professional services, customer operations, or related leadership roles.
- 7+ years leading managers and high-performing teams.
- Proven success scaling customer-facing delivery organizations.
- Experience building and scaling Professional Services organizations.
- Strong executive leadership, communication, and change management capabilities.