Head of Delivery Job Breda area,North Brabant Netherlands,IT/Tech

Purpose of the role

As Head of Delivery you make sure that what CYS sells is actually delivered. From the first onboarding to the dashboards and push reports that end up in a boardroom, it is right, it is on time and it stays within the agreed hours. You lead the implementation consultants, project management and project support, and you are the person the team turns to when a question gets difficult.

You know CX and EX yourself, you keep your own portfolio of customer relationships and you run the business reviews there. At the same time you build the way of working that makes growth possible, with standard building blocks, transferable knowledge and AI that takes over the production work. What ties the role together is that you speak two languages.

You read a calculation and see where the margin leaks, and you sit with a CX leader and give a well-founded view on their measurement design. Both should feel like home.

Key responsibilities

Delivering what was sold Hold end responsibility for all customer projects, implementations and managed services Translate the quotation into a project plan with scope, hours, milestones and acceptance criteria, and keep it on track Steer on project margin: flag an overrun before it happens, not when the bill has already come in Decide on additional work: what falls within the agreement, what we invoice, and when we deliberately invest in the relationship

Growing the team with the ambition Build a rolling capacity plan at least one quarter ahead and align it with the pipeline Steer on stable utilisation, without peaks that hurt quality or troughs that cost margin Run the performance cycle, coach on craft and on customer skills, and recruit new colleagues together with HR Watch the workload: a healthy pace is a promise CYS makes to the team

Building a delivery organisation that scales Own the CYS method, through Challenge, Tuning, Build & Test and Reporting, and keep developing it Create standard building blocks and reusable configurations, so a new project starts faster and cheaper Make sure knowledge is documented and transferable, so no customer depends on a single person Reduce rework and workarounds, and feed Product with what you run into in practice

Letting AI do the heavy lifting Decide where AI really speeds up delivery, from questionnaire construction and data modelling to report generation and documentation Translate CYS knowledge into reusable AI skills the team uses every day Guard the boundary: AI speeds things up, the consultant stays the judge on accuracy and data quality Measure the effect in lead time and hours per implementation, and steer on it

Your own customers, and backing the team on substance Maintain your own portfolio of customer relationships and run the business reviews there yourself Advise customers on their CX and EX setup: which measurement design fits which decision, and which story belongs with which role Be the team's point of reference and the escalation point when a project comes under pressure Be prescriptive with the customer: bring the CYS method, rather than waiting to be told how

Position in the organisation

You report to the COO and are a full member of the Management Team, together with the Chief Product Officer and the Head of Product & Support Delivery sits within Operations, alongside Product and Support & Quality. You work with Product every day on what the platform can and cannot do, and with Support & Quality on the handover from project to maintenance Part of these colleagues work from our office in India, and English is the working language with them.

Education

bachelor's or master's level of working and thinking, in business administration, computer science, data, research or a related technical field

Experi…