Head of Delivery - North Americas

The Head of Delivery – NAMER is responsible for delivery execution, organizational leadership, operational governance, forecasting discipline, and management effectiveness across the North America Professional Services organization.
This is a senior leadership role focused on improving execution quality, standardizing delivery practices, building scalable management processes, and developing high-performing delivery teams across the region.
The Head of Delivery directly manages all Regional Professional Services Leads across North America and is accountable for the performance, effectiveness, and development of their respective teams. This role ensures consistent leadership standards, resource management, delivery quality, and operational excellence across the entire NAMER Professional Services organization.
The Head of Delivery will partner closely with the Head of Professional Services – AMER and cross-functional leadership to ensure the organization operates with clear accountability, predictable delivery outcomes, strong leadership alignment, and operational rigor.
This role is accountable for:
Leadership and management of all Regional PS Leads and delivery teams across NAMER
Delivery execution quality across NAMER engagements
Forecasting accuracy, utilization performance, and capacity planning
Delivery governance, escalation management, and operational reporting
Adoption of standardized implementation methodologies
Talent development, leadership effectiveness, and organizational scalability
Organizational maturity and operational excellence
Success in this role requires strong operational discipline, executive communication skills, people leadership experience, and the ability to drive accountability across multiple layers of management in a fast-scaling SaaS environment.
Key Responsibilities
Regional Leadership and Team Management
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
Delivery Governance and Execution Management
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
Forecasting, Capacity Planning, and Operational Performance
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
Cross-Functional Leadership and Escalation Management
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

Leadership Profile
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
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
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

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Pigment is an equal opportunity employer. We believe diversity is a strength and fosters innovation. We are committed to enabling everyone to feel included and valued at the workplace.  All qualified applicants will receive consideration for employment without regard to age, color, family, gender identity, marital status, national origin, physical or mental disability,  sex (including pregnancy), sexual orientation, social origin, or any other characteristic protected by applicable laws. We may process your personal data in accordance with our HR Data Protection Notice.