About 108 ideaspace
At 108 ideaspace, you'll be part of a dynamic, purpose-driven team dedicated to empowering nonprofits, associations, and regulators through transformative technology and design. We seek candidates who thrive in environments of continuous learning, value meaningful client relationships, and are driven by delivering exceptional outcomes. If you have a passion for leveraging innovative solutions like AI to amplify positive impact, and align with our core valuescare, solution-orientation, quality excellence, accountability, and continuous growththen 108 ideaspace is the place for you to make a significant difference while growing professionally.
Role Overview
The Head of Delivery is responsible for end-to-end delivery outcomes across 108 ideaspace's client engagements, encompassing project delivery, managed services, and production support. This role ensures that client commitments are delivered predictably, sustainably, and at a consistently high level of quality across the full engagement lifecycle.
The Delivery Head owns how work is delivered and how delivery commitments are shaped, including responsibility for delivery estimation, change management, and the operational effectiveness of managed services. The role requires balancing responsiveness with long-term delivery health, ensuring that both new implementations and ongoing support contribute to strong client outcomes and retention.
The Head of Delivery reports to the Director of Operations and works in close collaboration with consulting, operations, and support leadership. This is a senior delivery leadership role focused on governance, accountability, and execution maturity rather than day-to-day task project management.
Key Responsibilities
Delivery Outcomes and Client Impact
- Own delivery outcomes across all client engagements, including projects, managed services, and production support
- Ensure delivery commitments are met on time, within scope, and at agreed quality standards
- Maintain predictable delivery performance under changing priorities, evolving scope, and client escalation
- Act as a senior escalation point for delivery and support-related risks and issues
- Ensure delivery performance supports client satisfaction, renewals, and long-term relationships
- Translate business and client priorities into clear, executable delivery plans
Project Delivery and PMO Leadership
- Establish and operate a consistent delivery governance model for project-based work, including:
- Project health reporting
- Risk, dependency, and scope management
- Escalation protocols
- Delivery standards and methodologies
- Lead and coach Project Managers, who are accountable for both delivery outcomes and people management within their teams
- Ensure Project Managers act as owners of timelines, teams, and results
- Identify systemic delivery risks and implement corrective actions proactively
- Ensure delivery performance is driven by systems and accountability rather than individual heroics
Managed Services and Production Support Leadership
- Own the operating model for managed services and production support
- Ensure support work is delivered efficiently and consistently at agreed service levels
Establish and maintain:
- Intake and prioritization frameworks
- Service level agreements (SLAs) and performance monitoring
- Escalation and incident response processes
- Balance responsiveness to client needs with delivery sustainability
Use support trends and recurring issues to inform:
- Delivery quality improvements
- Estimation accuracy
- Reduction of delivery and technical debt
Pre-Sales, Estimation, and Change Management
Lead or oversee delivery estimation for:
- New projects
- Change requests
- Scope expansions and phased initiatives
Partner with consulting and sales leads to:
- Validate scope, assumptions, and delivery feasibility
- Identify delivery risks and dependencies early
- Ensure proposed timelines and effort align with delivery and support capacity
- Establish and maintain estimation standards, templates, and review processes
- Ensure change requests are clearly scoped, accurately estimated, and assessed for impact on delivery and managed services capacity
- Act as a delivery authority that can support, challenge, or decline commitments that place delivery outcomes at risk
People Leadership and Team Performance
- Lead and develop delivery and support functions, including Project Managers, developers, architects, QA, and support contributors
- Set clear expectations for performance, accountability, and collaboration
- Foster a culture of ownership, transparency, and continuous improvement
- Balance delivery and support demands to prevent burnout and degradation in quality
- Support capability development across both project delivery and managed services roles
Capacity Planning and Delivery Sustainability
- Own delivery and support capacity planning in partnership with operations leadership
- Balance project delivery, managed services commitments, and production support demand
- Provide forward-looking visibility into capacity constraints, delivery risks, and hiring needs
- Ensure delivery commitments made during pre-sales and change discussions are achievable and sustainable
Cross-Functional Collaboration
- Partner closely with the Director of Operations, consulting leads, and support leadership
- Enable effective transitions between:
- Pre-sales and project delivery
- Project delivery and managed services
- Ensure delivery and support considerations are incorporated early into client commitments
- Reduce downstream delivery and support risk through early alignment and governance
Continuous Improvement
- Continuously improve delivery and managed services processes, standards, and operating models
- Strengthen documentation, playbooks, and delivery consistency
- Reduce delivery and support-related escalation through improved systems and accountability
- Ensure delivery maturity scales in line with organizational growth
Qualifications and Experience
- 10+ years of experience in software delivery, operations, or professional services environments
- Demonstrated experience leading both project-based delivery and managed services or production support
- Proven capability in delivery estimation, scoping, and change management
- Experience in building and operating PMOs and managed services frameworks
- Experience managing managers and senior delivery roles
- Strong understanding of delivery economics, capacity planning, and execution risk
- Excellent communication skills across distributed teams and senior stakeholders
What does success look like
Within 1218 months, success in this role will be reflected by:
- Predictable and sustainable delivery across projects and managed services
- Improved estimation accuracy and fewer delivery surprises
- Effective management of support demand without compromising project delivery
- Strong accountability and ownership demonstrated by Project Managers and support leads
- High client confidence in both implementation and ongoing support
What do we look for
- Alignment with our values
- Great problem-solving skills.
- Excellent written and verbal communication skills.
- Proven success in contributing to a team-oriented and remote environment.
- Proven ability to work creatively and analytically in a problem-solving environment.
- Comfort working in a digital services and technology consulting environment.
- Demonstrated leadership, teamwork and collaboration in a professional setting.
- Willingness to travel
IMPORTANT: Pls answer a few questions at https://108ideaspace.typeform.com/to/HM5yyEbB to complete your application process.
More about 108 ideaspace at http://www.108ideaspace.com
