What you'll do...

The project management team (Delivery) is the cornerstone of client relationships. As our Head of Delivery Operations, you will ensure our success globally, monitoring and improving delivery performance worldwide, while driving for scalability. 

More precisely, you will, with a team of specialists:

• Ensure the success of delivery across Shift:
• Make sure we succeed in every project, from presales to go live, helping coordinate crisis response when needed. Identify and solve delivery pain points. 
• Consolidate and report key performance metrics such as delivery time, revenue, project health, staffing, etc.
• Define and enforce processes, especially around collaboration / integration with other teams participating in delivery (data science, engineering, sales, G&A, etc.)
• Drive the enablement of the team (onboarding, training, etc.)
• Engage with Shift’s senior leadership, including Excom, to transform and influence our global operations and build scalability.
• Own and drive critical high-impact initiatives with key stakeholders from various parts of the company (eg. efficiency initiative).
• Drive and report progress on global efficiency metrics such as operational savings, headcount/CARR, server costs/CARR
• This role requires in-office presence at least four days per week.

What You Bring...

Shift’s project management team is filled with top performers who are committed to client success, inspired by challenging projects, and are always on the look-out for new learning opportunities.   

• You have excellent communication skills, both oral and written; you know how to make complex things feel simple; 
• You already have experience (5-15 years) in delivery leadership or operations for SaaS provider companies.
• You are easy to work with and able to create a strong network of connections within the company to execute cross-team initiatives efficiently
• You excel at engaging and building lasting relationships with senior management (C-level) through impactful communication
• You excel at solving large scale situation by splitting them into smaller issues and finding the root cause
• You feel confident working both at exec level, while still being able to be hands-on, and drive topics on your own
• You show leadership by spontaneously taking ownership of topics beyond your usual responsibilities, and generating momentum with key stakeholders to achieve company wide result
• You are comfortable managing multiple initiatives and simultaneously dealing with the pressure of delivering excellent and accurate work;
• You are fluent in English. Strong command of French and other additional languages a plus.

Recruitment Process

• Talent Acquisition interview 
• Delivery stakeholder interview
• Head of Delivery interview
• Additional interview with Shift’s Excom member could apply