Head of Delivery - North Americas

• 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

• 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 in this role will be measured against:

• 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