- Company Name
- Valstro
- Job Title
- Head of Delivery & Support
- Job Description
-
Job title: Head of Delivery & Support
Role Summary: Lead and scale a high‑performing delivery and support function, ensuring seamless client onboarding, reliable day‑to‑day operations, and continuous customer satisfaction. Serve as the central operational point of alignment between customers and cross‑functional teams, driving process excellence, incident management, and data‑driven improvements.
Expactations: Oversee a growing team (starting size 2), own operational readiness from kickoff to steady‑state support, and evolve the role toward broader operational leadership as the organization scales.
Key Responsibilities
- Build, mentor, and grow the delivery & support team.
- Own end‑to‑end client onboarding, defining timelines, criteria, and coordination across Sales, Product, Engineering, and Connectivity.
- Act as primary operational owner during early‑stage client relationships, ensuring issues are surfaced, tracked, and closed.
- Serve as the central coordination point for all client‑facing delivery and support activities, maintaining regular touchpoints with stakeholders.
- Translate customer needs into actionable items for internal teams and close the loop with clients.
- Define, document, and continuously improve support processes, runbooks, escalation paths, and incident management standards.
- Work with tooling owners to ensure efficient, well‑instrumented workflows.
- Advocate for customers internally, feeding structured feedback into Product, Engineering, and Operations backlogs.
- Lead root‑cause analysis on recurring or high‑impact issues and own follow‑up actions.
- Define, track, and report KPIs (e.g., time‑to‑onboard, SLA performance, NPS/CSAT, incident resolution times).
- Partner with Product, Engineering, SRE/Platform, Sales, and Customer Success to ensure readiness for go‑lives and smooth handovers.
- Manage operational escalations and risk mitigation plans, ensuring transparent resolution for both customers and stakeholders.
Required Skills
- Proven delivery, support, or customer success leadership experience.
- Demonstrated ability to build or scale teams and processes in a growth environment.
- Strong analytical skills and proficiency with support, incident, or project tracking tools.
- Excellent organizational, detail‑oriented follow‑through, and stakeholder communication abilities.
- Experience managing schedules, tasks, and people in support, delivery, or onboarding contexts.
- Ability to define KPIs, analyze metrics, and report insights to leadership.
Required Education & Certifications
- Bachelor’s degree in business, engineering, computer science, or related field (preferred).