The Head of Delivery owns all aspects of the Professional Services department, including project deployment, customer support, and managed services delivery. This leader is responsible for scoping, designing, deploying, configuring, quality assurance, day-to-day support, and training for all Cube RM customers—both existing and new. The role bridges delivery excellence with strategic growth, ensuring customer success drives retention and expansion revenue.

The candidate should be able to:

Lead and develop the Professional Services and support team to ensure outstanding service delivery, with an emphasis on efficient problem-solving and customer outcomes.
Establish scalable processes, best practices, and methodologies that support high-quality service delivery across implementations, support, and managed services.
Analyze and scope customer projects by understanding requirements from all stakeholders, design solutions, create high-level project plans and documentation, and establish clear milestones for effective execution.
Execute implementations on time, within budget, and to quality standards, ensuring deliverables meet customer goals, objectives, and expected business value.
Collaborate cross-functionally with Product, Engineering, Customer Success, and Sales teams to align delivery with customer outcomes and company objectives.
Identify, evaluate, and build a worldwide network of service delivery partnerships to expand Cube RM's delivery capabilities and capacity.
Own critical incidents by coordinating resolution, communicating effectively with all stakeholders, and driving post-incident reviews for continuous improvement.
Drive internal cross-functional teaming to support customers according to agreed Service Level Agreements (SLAs) and delivery commitments.
Build and maintain strong relationships with customer and partner IT and business executives to enable honest, timely communication and trust.
Support sales and pre-sales activities by positioning services, drafting statements of work, and participating in demos, trials, and POCs.
Work closely with the product team and contribute to the product development roadmap and strategy based on customer insights.
Produce regular and ad-hoc reports for customers and Cube RM leadership on delivery performance, metrics, and key insights.

What success looks like:

High customer satisfaction (CSAT/NPS) and strong Net Promoter Score across all implementations and support engagements.
Projects delivered on time, within scope, and within budget with clear quality standards met.
Increased customer retention and expansion revenue through excellent service delivery and customer advocacy.
Reduced escalations and delivery risks through proactive problem-solving and standardized processes.
Improved resource utilization, forecasting accuracy, and delivery team capacity planning across all service lines.
Strong delivery team engagement, retention, and professional development.
Standardized, documented delivery processes and methodologies across the organization.
Clear visibility of delivery performance, SLA compliance, and key metrics through regular reporting and dashboards.
Strong executive relationships with key customer stakeholders built on trust and transparent communication.
Continuous improvement in delivery methodologies, tooling, and operational efficiency with measurable impact.

Ideal profile

Customer-obsessed and commercially minded—understands that excellent delivery drives customer retention, expansion revenue, and company growth.
Strong operator who brings structure and process discipline without creating unnecessary bureaucracy or slowing down delivery.
Able to manage both strategic customer relationships and day-to-day execution—comfortable with C-level conversations and also hands-on in project reviews and problem-solving.
Data-driven decision maker who uses metrics, SLAs, utilization data, and customer feedback to guide resource allocation and process improvements.
Comfortable working across Product, Engineering, Customer Success, and Sales teams—a natural collaborator who bridges delivery with the rest of the organization.
Experience in SaaS, Life Sciences, Procurement, Tendering, Commercial Excellence, or Market Intelligence is a strong advantage and signals understanding of our domain and customer challenges.
Can scale delivery while maintaining a startup mentality—comfortable with ambiguity, willing to build processes as you grow, and focused on speed and pragmatism over perfection.
Salesforce-fluent or experienced—comfortable working with Salesforce-based implementations and understands the platform's deployment landscape.
Interested in AI and automation—sees opportunities to use AI tools and workflow automation to improve delivery efficiency, customer onboarding, and team productivity.

5+ years of hands-on experience in software delivery, professional services, SaaS implementation, or consulting—with proven success managing client implementations and support operations.
Proven leadership experience managing and developing delivery, support, or professional services teams across multiple disciplines (project managers, business analysts, implementation engineers, support specialists).
Strong stakeholder management and communication skills, with demonstrated ability to build and maintain relationships with C-level customer executives and internal leadership.
Experience delivering enterprise software solutions and managing complex, multi-phase implementation projects from scoping through deployment to ongoing support.
Ability to balance customer needs, commercial objectives, and operational efficiency—understanding how excellent delivery drives retention, expansion, and profitability.
Demonstrated success scaling delivery or services organizations in fast-growing SaaS or software companies, managing process standardization and team growth.
Strong understanding of Agile delivery methodologies and experience adapting delivery approaches to customer and project needs.
Experience working with international customers and distributed teams across different time zones and geographies.
Comfortable operating in a high-growth, entrepreneurial environment where priorities shift, processes evolve, and ownership is expected.
Salesforce platform experience (setup, configuration, deployment, or administration) is highly valued; hands-on experience with Salesforce implementations a plus.
Familiarity with AI tools and automation platforms (e.g., ChatGPT, Copilot, workflow automation) and interest in applying them to improve delivery efficiency.

By joining, you will:

Receive a competitive compensation and benefits' package (e.g. e-card for eat, Medical - Life/Accident Insurance).
Enjoy several "work-office" perks, at a friendly working environment (e.g. Advanced work/IT equipment, Welcome package, Wellness perks monthly).
Have a flexible work schedule (Hybrid: working remotely and/or in the office).
Receive training and support, so you'll never feel left on your own (e.g. personal development plans, e-learning options and subsidized certifications).
Gain exposure to cutting-edge technologies and software/product development methodologies.
Be part of several tech communities, as we support/participate into several meet-ups, both local and international.
Gain exposure to an international environment of leading multinational companies, in a variety of industries.
Have the opportunity to learn and grow within a dynamic, fast developing company.

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