Head of Service & Delivery
- Lead end-to-end delivery of professional services engagements, including implementation, configuration, and go-live preparation
- Drive delivery accountability, customer outcomes, adoption, and long-term retention
- Partner with mortgage and banking clients to understand operational processes, technical landscapes, and compliance requirements
- Collaborate with senior and executive stakeholders to align on objectives, risks, timelines, and delivery progress
- Translate business and operational needs into actionable system configurations and delivery plans
- Manage scope, schedules, dependencies, and client expectations throughout the engagement lifecycle
- Coordinate with Product, Engineering, and Support teams to mitigate delivery risks and resolve technical issues
- Provide guidance on best practices, process optimization, and effective platform usage
- Ensure a seamless transition from implementation to steady-state support and operations
- Identify early risks to customer satisfaction, adoption, and retention and address them proactively
- Reinforce value realization and support customers in achieving expected business outcomes
- Identify opportunities for additional services and expanded platform adoption
- 5+ years of experience in professional services, service delivery, or implementation roles
- Experience with mortgage industry environments, including lenders, banks, or servicing organizations
- Experience with enterprise software platforms and system integrations
- Ability to engage confidently with senior and executive-level stakeholders
- Deep knowledge of mortgage operations, workflows, and regulatory considerations
- Strong communication, organization, and documentation skills in both spoken and written English
- Startup experience
- Bachelor’s Degree