Head of Delivery Services - Ninth Wave : Job Details

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Ninth Wave, Inc.Head of Delivery ServicesLocation: New York City OfficeRole OverviewThe Head of Delivery Services at Ninth Wave is a senior leader responsible for overseeing the delivery of high-quality services to enterprise clients. This is a pivotal role that bridges sales, product, engineering, and customer success — acting as the owner of the post-sales delivery phase. This role requires strong leadership, communication, and technical acumen to deliver exceptional customer experiences and drive continuous improvement.Responsibilities

• Program & Project Leadership

• Define and own the implementation strategy for all customer onboarding and rollout projects
• Oversee multiple concurrent customer projects, balancing scope, timelines, and resources
• Create and enforce project management standards, workflows, and best practices
• Lead onboarding and service upgrade projects
• Track project timelines, budgets, and deliverables to ensure successful execution
• Team Management & Development

• Build, mentor, and lead a team of implementation managers, project managers, and technical onboarding specialists
• Set team goals, monitor performance, and ensure consistent, high-quality execution
• Drive continuous training to maintain a high level of domain expertise
• Service Delivery Oversight

• Manage the end-to-end delivery of Ninth Wave's services, ensuring alignment with agreed service levels and contractual obligations
• Collaborate with cross-functional teams, including Customer Success, Product Development, and Technical Support, to deliver seamless services
• Provide customer feedback and insights to drive product roadmap improvements
• Monitor performance metrics and implement strategies to address service gaps
• Customer Engagement & Relationship Management

• Act as an executive point of escalation for high-profile or complex implementations
• Work directly with customer stakeholders (often C-level) to align expectations, timelines, and deliverables
• Build and maintain strong, trust-based relationships with stakeholders to ensure client satisfaction
• Ensure a seamless handoff from Sales to Implementation and from Implementation to Customer Success
• Regularly update clients on service performance, incidents, and project progress
• Incident and Problem Management

• Oversee resolution of high-priority incidents and manage escalation processes
• Conduct root cause analysis and ensure timely implementation of corrective actions
• Process Optimization

• Develop and refine standardized implementation playbooks, templates, and tools
• Continuously evaluate and improve the implementation methodology for efficiency, scalability, and customer satisfaction
• Develop and enforce standard operating procedures and best practices
• Implement metrics and KPIs to measure success and identify bottlenecks
• Reporting and Analysis

• Produce detailed service reports and present findings to both internal leadership and clients
• Use data-driven insights to recommend improvements and drive operational excellence
• Report on the status of implementations to senior leadership
• Forecast resource needs based on the sales pipeline
• Track and analyze implementation performance metrics (e.g., time-to-value, project delivery success rate, churn risk during onboarding)

Key Outcomes Expected

• High customer satisfaction and successful go-lives
• On-budget, on-time delivery of projects
• Clear processes that scale with growing customer volume
• A high-performing, motivated team
• Insightful reporting for leadership and stakeholders

Requirements

• Bachelor's degree in Information Technology, Business Administration, or a related field
• Strong background in program management, enterprise SaaS delivery, or solutions consulting
• 10+ years of experience in service delivery, customer success, or technical project management, preferably in the financial services or technology industry, with at least 3–5 in leadership roles
• Familiarity with SaaS platforms, API integrations, and cloud technologies.
• Excellent people leadership and coaching ability
• Expert-level project management skills with experience in Agile and/or PMI-based methodologies (e.g., PMP, SAFe)
• Strong understanding of ITIL frameworks and service management best practices
• Excellent communication, interpersonal skills and stakeholder management
• Strong problem-solving, strategic thinking, and analytical capabilities with an eye for operational details
• Proven ability to manage multiple priorities in a fast-paced environment.
• This role is hybrid/in-office and requires regular presence at our NYC headquarters
• Collaborate in-person with teams at our New York City office to drive initiatives

Preferred Qualifications

• Master's degree or MBA
• PMP, SAFe, or ITIL certifications
• Experience in the Financial Technology (fintech) industry
• Prior experience scaling service teams in high-growth environments

Company OverviewNinth Wave is a permission-based SaaS platform that delivers secure data connectivity to financial institutions, offering configurable controls, visibility, and insights into all connections between aggregators, third-party apps, and internal applications. Ninth Wave empowers financial institutions, enabling secure data exchange in a holistic and scalable open finance ecosystem.

Seniority level

• Seniority levelNot Applicable

Employment type

• Employment typeFull-time

Job function

• Job functionManagement and Manufacturing

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