Head of Delivery Services / Customer Support

We are looking for an accomplished and visionary leader to join our team as the Head of Delivery Services (Implementation & Support). This role is critical to driving the successful implementation and support of Cross Identity (CI), our Converged Identity and Access Management (IAM) solution, across a global customer base.

The ideal candidate will have extensive experience in managing large-scale IAM solution deployments, leading cross-functional teams, and fostering strong customer relationships. This role requires exceptional leadership, strategic thinking, and a customer-centric approach to ensure the seamless delivery of IAM solutions and outstanding post-sales support.

Strategic Leadership:

Define and execute the global delivery strategy for Cross Identity IAM solutions, ensuring alignment with the company's vision and goals.

Lead and manage the entire post-sales lifecycle, including implementation, support, and customer success functions.

Build and nurture a high-performing delivery organization, fostering a culture of excellence, accountability, and continuous improvement.

Global Project & Delivery Management:

Oversee the successful execution of multiple IAM projects worldwide, ensuring timely, high-quality, and cost-effective delivery.

Forecast potential project risks, resource constraints, and time overruns, proactively escalating issues to key stakeholders as needed.

Provide transparent, data-driven reporting on project status, risks, and performance metrics to executive leadership.

Customer Success & Relationship Management:

Serve as the primary advocate for key customers, ensuring their needs are met throughout the implementation and support lifecycle.

Drive customer satisfaction through proactive engagement, timely issue resolution, and continuous value delivery.

Establish strong, long-term relationships with customers, enhancing customer retention and growth opportunities.

Team Development & Knowledge Management:

Mentor and guide project managers, technical leads, and support teams to achieve operational excellence.

Prepare and maintain a robust knowledge base, including best practices, lessons learned, tools, and templates to support project teams.

Operational Excellence:

Design and implement customer satisfaction measurement processes, using feedback to drive service improvements.

Identify process improvement opportunities and implement solutions to enhance efficiency, productivity, and service quality.

Collaborate with cross-functional teams, including product management, engineering, and sales, to ensure alignment and customer-centric delivery.

• Drive the deployment execution process globally, ensuring smooth, successful, and timely deployments.
• Forecast potential time overruns and escalate to senior stakeholders when needed.
• Ensure professional and transparent reporting of project statuses with in-depth analysis of potential challenges and concerns.
• Balance customer satisfaction with revenue retention, ensuring both business growth and client success.
• Identify and implement continuous process improvement initiatives across the delivery organization.

• Education: Bachelors degree in Computer Science, Information Technology, Business Administration, or a related field. MBA or advanced degree is preferred.
• Experience: 10 to 12 years in delivery or customer support roles, with at least 5 years in a leadership capacity, preferably within the IAM or IT security domain.
• Certifications: PMP, PRINCE2, ITIL, or equivalent certifications are highly desirable.

• Strong leadership and people management skills, with a proven track record of leading large, diverse teams.
• In-depth knowledge of Identity and Access Management concepts, technologies, and best practices.
• Exceptional project management and organizational abilities, with a focus on strategic execution.
• Excellent communication and interpersonal skills, with the ability to engage effectively with customers, executives, and cross-functional teams.
• Strong problem-solving and decision-making skills, with a data-driven, analytical approach.
• Proficiency in project management and reporting tools such as Microsoft Project, JIRA, Confluence, etc.