Head of Delivery

San Mateo, California, United States | Product & Solutions | Full-time

Apply

Who We Are

interface, Inc. is a low code platform for enterprises to build digital assistants. It is headquartered in San Mateo, California. The founding team comes from some of the core AI groups of Microsoft with over 25 years of experience in building enterprises generating close to $50 Million in revenue and $2 Billion in transactions.

interface is proud to be powering some of the largest and most innovative enterprises across the world. Currently, the platform already processes millions of conversations every day with the total capacity across all the deployments adding up to 15,000 conversations per second or 1.2 Billion per day - close to 30% of Google’s worldwide traffic, making interface one of the leading players in the industry by far.

With the new version of our platform, we will be expanding the industries we target to include - Banking and Financial Services, Insurance, Online Retail and E-commerce, and Software.

Job Description

The Head of Delivery (HoD) ensures that client needs are satisfied by constructing a partnership between the clients, engineering team, professional services team, partners, vendors, subcontractor organizations and shared services team. HoD has to also manage these partnerships on a continuous basis to ensure positive customer satisfaction.

HoD needs to build client satisfaction through the formulation, development, implementation, and delivery of the application, technical, and business solutions, responding to client requirements as specified in the contract or Statement of Work. HoD has to work with the delivery organization as a primary point of contact for client needs requirements and expectations.

 

Key roles and responsibilities:

  •       Accountable for the effective and efficient delivery of products and services to customers through internal teams, partner teams and subcontractors.
  •       Responsible for managing the delivery within the budget and in compliance to agreed quality standard as per the contract or SoW.
  •       Excellent at Stakeholder management

o   Mediate and mend relationships, communicating with stakeholders at all levels. 

o   Manage stakeholders’ expectations and facilitate discussions across high risk and complexity or under constrained timescales.

o   Identify innovative ways to unblock issues.

  •       Understand and Communicate client requirements regularly to the teams and working closely with designers, developers, and implementers to ensure the highest quality of service.
  •       Identify, manage and delivery changes in delivery scope through effective customer management while adhering to organizational change management policies and signed contracts with the customer.
  •       Build positive relationships with our customers as their trusted point of contact.
  •       Design and implement frameworks for performance optimization, process maturity, delivery organization scalability, and asset reusability.
  •       Develop and accurately track service metrics
  •       Lead a continual planning process in a very complex environment & plan beyond product delivery. 
  •       Identify dependencies in plans across services and coordinate delivery. 
  •       Ensure accurate and timely delivery of service to the clients.
  •       Help clients implement services and plan projects effectively.
  •       Perform conflict and risk management activities.
  •       Ensure customer issues are addressed with speed and efficiency.
  •       Monitor and improve account-wide delivery execution, reporting, and communication standards.
  •       Actively address the most complicated risks, issues, and dependencies including where ownership exists outside the team or no clear ownership exists.
  •       Identify new business opportunities in existing accounts and work with the sales organization to pursue them.