Head of Delivery - North Americas

Regional Leadership and Team Management

Delivery Governance and Execution Management

Forecasting, Capacity Planning, and Operational Performance

Cross-Functional Leadership and Escalation Management

Leadership Profile

Required Experience

• 10+ years of experience in enterprise software delivery, Professional Services leadership, or consulting operations
• Significant experience leading managers and multi-level delivery organizations within scaled Professional Services environments
• Proven success managing regional leaders and geographically distributed teams
• Demonstrated ownership of delivery governance, forecasting, utilization management, talent development, and operational execution frameworks
• Experience operating within complex enterprise customer environments
• Demonstrated success improving delivery performance and organizational scalability in high-growth SaaS or consulting organizations
• Strong executive communication and stakeholder management skills
• Preferred backgrounds include enterprise SaaS Professional Services organizations such as Salesforce, Workday, SAP, ServiceNow, or similar environments
• Performance Metrics
• Delivery predictability and implementation success rates
• Regional team performance and employee retention
• Reduction in project escalations and delivery risk exposure
• Forecasting and utilization accuracy
• Adoption of delivery methodologies and governance standards
• Regional PS Lead effectiveness and leadership development
• Organizational scalability and operational readiness for growth
• Customer delivery outcomes and operational maturity

Performance Metrics

Preferred Qualifications

• Preferred backgrounds include enterprise SaaS Professional Services organizations such as Salesforce, Workday, SAP, ServiceNow, or similar environments

Responsibilities

• Directly lead and develop all Regional Professional Services Leads across North America
• Establish clear performance expectations, management standards, and accountability frameworks across the leadership team
• Coach and develop Regional PS Leads to improve delivery performance, employee engagement, utilization management, and customer outcomes
• Drive consistency in leadership practices, team management, talent development, and performance management across all regions
• Partner with Regional PS Leads on workforce planning, succession planning, hiring strategies, and organizational design
• Ensure effective communication, alignment, and execution across geographically distributed delivery teams
• Foster a high-performance culture focused on customer success, accountability, collaboration, and operational excellence
• Establish and enforce delivery governance standards across all active customer engagements
• Drive consistency in project execution, risk management, forecasting, staffing, and customer communication
• Implement operational cadences for delivery reviews, escalation management, and portfolio health tracking
• Monitor delivery performance and intervene directly in at-risk or underperforming engagements
• Partner with Regional PS Leads to ensure consistent adoption of implementation methodologies, operational playbooks, and delivery best practices
• Improve delivery predictability, execution quality, and operational visibility across the region
• Own regional forecasting processes for delivery capacity, utilization, staffing, and project demand
• Drive forecasting accuracy and operational accountability across Regional PS Leads and delivery portfolios
• Partner with leadership on hiring plans, resource allocation, and organizational scaling decisions
• Build reporting frameworks that provide accurate visibility into delivery performance, risks, and operational efficiency
• Identify operational gaps and implement process improvements that increase scalability and execution consistency
• Ensure balanced staffing models and effective resource allocation across all regional teams
• Partner with the Head of Professional Services – AMER on regional operating priorities, organizational strategy, and scaling initiatives
• Partner with Sales, Customer Success, Product, and Global Professional Services leadership to align delivery capacity with business growth
• Support executive customer escalations and recovery planning for critical engagements
• Ensure operational transparency through structured reporting and executive-level communication
• Drive alignment between customer commitments, delivery capabilities, and organizational priorities
• The successful candidate:
• Is an experienced leader of leaders with a track record of building and scaling high-performing Professional Services organizations
• Operates with high accountability and operational discipline
• Drives execution through data, process rigor, and clear standards
• Is comfortable enforcing accountability across management layers
• Creates structure and clarity in fast-changing environments
• Balances rigor with pragmatism under pressure
• Invests in talent development and leadership coaching
• Communicates directly and operates with low ego