Head of Delivery Services - Enterprise Engineering Inc. (EEI) : Job Details

Join to apply for the Head of Delivery Services role at Enterprise Engineering Inc. (EEI)

1 week ago Be among the first 25 applicants

Join to apply for the Head of Delivery Services role at Enterprise Engineering Inc. (EEI)

Get AI-powered advice on this job and more exclusive features.

Location: New York City Office- 4 days a week on siteFull time opportunityRole OverviewThe Head of Delivery Services at 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.ResponsibilitiesProgram & 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 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 35 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

Seniority level

• Seniority levelEntry level

Employment type

• Employment typeFull-time

Job function

• Job functionManagement and Manufacturing
• IndustriesIT Services and IT Consulting

Referrals increase your chances of interviewing at Enterprise Engineering Inc. (EEI) by 2x

Sign in to set job alerts for “Head of Service Delivery” roles.

New York, NY $200,000.00-$300,000.00 2 days ago

New York, NY $250,000.00-$350,000.00 1 week ago

New York City Metropolitan Area $275,000.00-$300,000.00 2 weeks ago

Director of Outpatient and Community Services

Queens, NY $156,757.00-$197,170.00 2 days ago

Senior Director - Investor Relations and Due Diligence

New York, NY $215,000.00-$235,000.00 1 week ago

New York, NY $270,000.00-$290,000.00 2 weeks ago

Account Manager Airport Operations - LatamHead of Product, Private Markets, Charles River Development

New York, NY $170,000.00-$267,500.00 3 months ago

Asset Management - Head of Retirement Solutions

Clifton, NJ $170,000.00-$252,500.00 1 day ago

Head of Global Real Assets Investment Solutions

New York, NY $150,000.00-$300,000.00 4 months ago

New York, NY $250,000.00-$350,000.00 1 month ago

Global Head of Financial Services Compensation Solutions

New York, NY $221,600.00-$332,400.00 10 hours ago

Head of Managed Cloud Infrastructure ServicesManaging Director - Head of Practices and Solutions Architecture

New York, NY $235,000.00-$250,000.00 3 weeks ago

Delivery Head North America for Enterprise Solution Unit -Manufacturing

Edison, NJ $202,157.00-$265,550.00 3 days ago

New York, NY $150,000.00-$225,000.00 1 week ago

New York, NY $150,000.00-$225,000.00 3 weeks ago

New York, NY $150,000.00-$225,000.00 3 weeks ago

Head Universal Banker - 9th Avenue & 42nd Street Branch

New York, NY $50,030.00-$65,270.00 2 weeks ago

Bronx, NY $36,960.00-$47,520.00 1 week ago

Infrastructure Platform Engineering Lead

New York, NY $160,000.00-$220,000.00 2 weeks ago

Brooklyn, NY $50,030.00-$65,270.00 1 week ago

We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr