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Ninth Wave, Inc.

Head of Delivery Services

Location: New York City Office

Role Overview

The Head of Delivery Services at Ninth Wave is a senior leader responsible for overseeing the delivery of high-quality services to enterprise clients. This is a pivotal role that bridges sales, product, engineering, and customer success — acting as the owner of the post-sales delivery phase. This role requires strong leadership, communication, and technical acumen to deliver exceptional customer experiences and drive continuous improvement.

Responsibilities:

• Program & Project Leadership

• • Define and own the implementation strategy for all customer onboarding and rollout projects
  • Oversee multiple concurrent customer projects, balancing scope, timelines, and resources
  • Create and enforce project management standards, workflows, and best practices
  • Lead onboarding and service upgrade projects
  • Track project timelines, budgets, and deliverables to ensure successful execution

• Team Management & Development

• • Build, mentor, and lead a team of implementation managers, project managers, and technical onboarding specialists
  • Set team goals, monitor performance, and ensure consistent, high-quality execution
  • Drive continuous training to maintain a high level of domain expertise

• Service Delivery Oversight

• • Manage the end-to-end delivery of Ninth Wave’s services, ensuring alignment with agreed service levels and contractual obligations
  • Collaborate with cross-functional teams, including Customer Success, Product Development, and Technical Support, to deliver seamless services
  • Provide customer feedback and insights to drive product roadmap improvements
  • Monitor performance metrics and implement strategies to address service gaps

• Customer Engagement & Relationship Management

• • Act as an executive point of escalation for high-profile or complex implementations
  • Work directly with customer stakeholders (often C-level) to align expectations, timelines, and deliverables
  • Build and maintain strong, trust-based relationships with stakeholders to ensure client satisfaction
  • Ensure a seamless handoff from Sales to Implementation and from Implementation to Customer Success
  • Regularly update clients on service performance, incidents, and project progress

• Incident and Problem Management

• • Oversee resolution of high-priority incidents and manage escalation processes
  • Conduct root cause analysis and ensure timely implementation of corrective actions

• Process Optimization

• • Develop and refine standardized implementation playbooks, templates, and tools
  • Continuously evaluate and improve the implementation methodology for efficiency, scalability, and customer satisfaction
  • Develop and enforce standard operating procedures and best practices
  • Implement metrics and KPIs to measure success and identify bottlenecks

• Reporting and Analysis

• • Produce detailed service reports and present findings to both internal leadership and clients
  • Use data-driven insights to recommend improvements and drive operational excellence
  • Report on the status of implementations to senior leadership
  • Forecast resource needs based on the sales pipeline
  • Track and analyze implementation performance metrics (e.g., time-to-value, project delivery success rate, churn risk during onboarding)

Key Outcomes Expected:

• High customer satisfaction and successful go-lives
• On-budget, on-time delivery of projects
• Clear processes that scale with growing customer volume
• A high-performing, motivated team
• Insightful reporting for leadership and stakeholders

Requirements:

• Bachelor’s degree in Information Technology, Business Administration, or a related field
• Strong background in program management, enterprise SaaS delivery, or solutions consulting
• 10+ years of experience in service delivery, customer success, or technical project management, preferably in the financial services or technology industry, with at least 3–5 in leadership roles
• Familiarity with SaaS platforms, API integrations, and cloud technologies.
• Excellent people leadership and coaching ability
• Expert-level project management skills with experience in Agile and/or PMI-based methodologies (e.g., PMP, SAFe)
• Strong understanding of ITIL frameworks and service management best practices
• Excellent communication, interpersonal skills and stakeholder management
• Strong problem-solving, strategic thinking, and analytical capabilities with an eye for operational details
• Proven ability to manage multiple priorities in a fast-paced environment.
• This role is hybrid/in-office and requires regular presence at our NYC headquarters
• Collaborate in-person with teams at our New York City office to drive initiatives

Preferred Qualifications:

• Master’s degree or MBA
• PMP, SAFe, or ITIL certifications
• Experience in the Financial Technology (fintech) industry
• Prior experience scaling service teams in high-growth environments

Company Overview

Ninth Wave is a permission-based SaaS platform that delivers secure data connectivity to financial institutions, offering configurable controls, visibility, and insights into all connections between aggregators, third-party apps, and internal applications. Ninth Wave empowers financial institutions, enabling secure data exchange in a holistic and scalable open finance ecosystem.