Head of Customer Delivery

MyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk, save up to 70% on back-office costs, and create safer work environments through our digital workforce solutions.

With our industry-first digital Skills Passport, workers can seamlessly manage their training and competency information. In essence, we are building a global worker credentialing platform designed to create safer, more connected, and agile workplaces. As we rapidly expand with offices worldwide, we are seeking the next generation of innovative MyPassers to join us in shaping the future of our industry.

**The role**:

- The Head of Customer Delivery is responsible for overseeing and driving the strategic direction, execution, and continuous improvement of MyPass’ enterprise customer implementation projects, and enterprise customer technical projects. This leadership role ensures a focus on creating value for the Customer from the successful delivery of implementation services to embedding the MyPass product and services successfully into the Customer’s operations, whilst maintaining high levels of customer satisfaction (during projects and beyond) and ensuring internal operational readiness to deliver successful outcomes.
- The Head of Customer Delivery will manage a team of Implementation Specialists and Project Leaders / professionals, working closely with cross-functional teams such as sales, product, engineering, customer success and operations. This role will be pivotal in managing key customer relationships, implementing scalable delivery models and driving customer loyalty and retention.

**Day to day**:

- Develop and execute the customer implementation strategy, driving quality, speed, and efficiency.
- Identify and mitigate risks to ensure smooth operations and customer satisfaction.
- Lead, mentor, and grow a global team, setting clear goals and tracking performance.
- Oversee multiple projects, ensuring timely, on-budget delivery.
- Optimise processes, systems, and tools for scalability across geographies.
- Manage end-to-end customer and technical delivery projects, from planning to handover.
- Ensure strong stakeholder relationships and proactive communication.
- Collaborate with product, engineering, sales, and operations to align on delivery outcomes.
- Monitor KPIs, provide updates to leadership, and use data-driven insights for improvements.
- Ensure accurate, on-time invoicing and budget management.

**Our ideal MyPasser**:

- Strong leadership, communication and people management skills.
- At least 8+ years experience in enterprise customer project delivery (preferably with SAAS).
- Excellent problem solving and decision making abilities.
- Ability to manage multiple priorities and deliver high-quality results under tight timelines.
- Experience managing seasoned project management professionals.
- Proficiency in delivery tools and platforms (eg. CRM, comms tools, project management tools). Customer-centric mindset with a focus on delivery value alongside excellent customer experiences.

**Life at MyPass**:

- Flexible Hybrid - Ability to mix your working week between the MyPass office and your home office
- Paw Friendly - Pet-friendly office in the CBD
- Celebrate You - Gift cards on your work anniversaries
- Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out, free subscription to the WithU app and complimentary office yoga & pilates sessions
- Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities
- Be Comfortable - Casual Friday every day
- We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on
- Generous Employee Referral Program - Rewards for referring top talent