Key Skills

Job Description

Purpose of the role As Head of Delivery you make sure that what CYS sells is actually delivered. From the first onboarding to the dashboards and push reports that end up in a boardroom, it is right, it is on time and it stays within the agreed hours. You lead the implementation consultants, project management and project support, and you are the person the team turns to when a question gets difficult. You know CX and EX yourself, you keep your own portfolio of customer relationships and you run the business reviews there. At the same time you build the way of working that makes growth possible, with standard building blocks, transferable knowledge and AI that takes over the production work. What ties the role together is that you speak two languages. You read a calculation and see where the margin leaks, and you sit with a CX leader and give a well-founded view on their measurement design. Both should feel like home. Key responsibilities 1. Delivering what was sold • Hold end responsibility for all customer projects, implementations and managed services • Translate the quotation into a project plan with scope, hours, milestones and acceptance criteria, and keep it on track • Steer on project margin: flag an overrun before it happens, not when the bill has already come in • Decide on additional work: what falls within the agreement, what we invoice, and when we deliberately invest in the relationship 2. Growing the team with the ambition • Build a rolling capacity plan at least one quarter ahead and align it with the pipeline • Steer on stable utilisation, without peaks that hurt quality or troughs that cost margin • Run the performance cycle, coach on craft and on customer skills, and recruit new colleagues together with HR • Watch the workload: a healthy pace is a promise CYS makes to the team 3. Building a delivery organisation that scales • Own the CYS method, through Challenge, Tuning, Build & Test and Reporting, and keep developing it • Create standard building blocks and reusable configurations, so a new project starts faster and cheaper • Make sure knowledge is documented and transferable, so no customer depends on a single person • Reduce rework and workarounds, and feed Product with what you run into in practice 4. Letting AI do the heavy lifting • Decide where AI really speeds up delivery, from questionnaire construction and data modelling to report generation and documentation • Translate CYS knowledge into reusable AI skills the team uses every day • Guard the boundary: AI speeds things up, the consultant stays the judge on accuracy and data quality • Measure the effect in lead time and hours per implementation, and steer on it 5. Your own customers, and backing the team on substance • Maintain your own portfolio of customer relationships and run the business reviews there yourself • Advise customers on their CX and EX setup: which measurement design fits which decision, and which story belongs with which role • Be the team's point of reference and the escalation point when a project comes under pressure • Be prescriptive with the customer: bring the CYS method, rather than waiting to be told how Position in the organisation • You report to the COO and are a full member of the Management Team, together with the Chief Product Officer and the Head of Product & Support • Delivery sits within Operations, alongside Product and Support & Quality. You work with Product every day on what the platform can and cannot do, and with Support & Quality on the handover from project to maintenance • Part of these colleagues work from our office in India, and English is the working language with them Skills and qualifications • Education: bachelor's or master's level of working and thinking, in business administration, computer science, data, research or a related technical field • Experience: at least 5 years in delivery, software implementation, SaaS onboarding or consultancy, of which 2 to 3 years leading consultants, project managers or technical specialists. You have steered on billability, project margin and capacity planning, and you know what goes wrong when nobody does • Languages: fluent Dutch and fluent English, both a hard requirement. Our customers are Dutch-speaking, so customer meetings, business reviews and reports run in Dutch. Internally you work in English every day with our colleagues in India, who cover engineering, QA and part of the back office Core competencies • You know CX and EX on substance: you form your own judgement on a measurement design, a questionnaire and a reporting structure • You are used to your own customer contact at board level and to running business reviews • You are financially sharp: you read a calculation, see where margin leaks and dare to have the conversation about additional work • You are technically credible: you do not code yourself, but you understand data flows, integrations and reporting structures well enough to judge whether an estimate is realistic • You give strong professionals room while staying sharp on agreements, hours and quality • You build structure where there is none, even when nobody asks for it • You are persuasive with customers and hold your own at a board table • You see AI as a natural part of your work and bring others along A pre, not a hard requirement • Experience in an organisation whose services run on its own platform • Experience scaling a delivery team, or with ISO certification Why CYS If you lead a delivery or professional services team at a software company today and you want to shape how that team works yourself, rather than run a structure someone else designed, this is built for you. CYS helps organisations turn the hidden potential in every customer and employee experience into something they act on. Our platform collects the feedback, connects it to the data the customer already has, and delivers the insight automatically to the people who can do something with it. We are growing toward 50 colleagues and triple our revenue by 2030, and that growth has to come from delivering smarter: AI and standardisation are built into the plan. You sit on the Management Team of a company small enough to change something tomorrow, and what you build in structure, method and team will still be how CYS works five years from now. What we offer • Salary: €4.500 to €6.500 gross per month on a full-time basis, depending on your experience • A seat on the Management Team: a voice in strategy, pricing and how we organise the company • Your own customers alongside your team: you stay at the table on substance instead of only steering from a distance • Room to build: the method, the standardisation and the AI way of working are not finished, and that is exactly what you come to do • AI that does the heavy lifting: we build deep CYS knowledge into our AI skills, so your team keeps its time for the thinking. One consultant delivers what used to take a team • A healthy pace: a normal workload and a real work-life balance, hybrid from our Breda office • Long-term commitment: with a successful collaboration and healthy company results, an option package for share certificates is open for discussion • Terms: 25 holiday days, 8% holiday allowance, 4% pension contribution, laptop and phone, and a travel allowance for commuting from outside Breda or a company car • Extras: a personal coach, daily lunch, bootcamp and physiotherapy, an annual team trip and enough drinks to get to know everyone • Permanent and full-time How this role moves CYS forward Story-led XM is the direction CYS is betting its next few years on: we sell the story, with the platform and AI as the engine. That only works if the delivery behind it is predictable and repeatable, at every customer and regardless of who builds it. As Head of Delivery you build that engine, and you make sure that what we promise a customer is delivered, every time. Does this sound like your kind of work? Get in touch with Stef van den Oever, or apply directly through the CYS careers page.

Core Responsibilities

Lead customer projects, implementations, and managed services, ensuring delivery meets agreed scope, timelines, quality, and margins. Develop the delivery team and scalable methods, apply AI and standardization to improve efficiency, and advise customers on CX and EX while serving as an escalation point.

Requirements

Requires at least five years of experience in delivery, software implementation, SaaS onboarding, or consulting, including two to three years leading consultants, project managers, or technical specialists. Candidates must be fluent in Dutch and English, have CX and EX expertise, and demonstrate financial, technical, customer-facing, and team leadership capabilities; a bachelor's or master's level of education is expected.

Benefits

• Holiday Allowance
• Pension Contribution
• Laptop
• Phone
• Commuting Allowance
• Company Car
• Personal Coach
• Daily Lunch
• Bootcamp
• Physiotherapy
• Annual Team Trip
• Share Certificate Options
• Work-Life Balance