Head of customer delivery

Verity delivers near real-time rating and metering solutions to enterprise electricity and gas utilities, as SaaS and on premises. As Head of Customer Delivery, you take full ownership of our Enable pillar: onboarding and service delivery, solution consulting, first- to third-line support in Belgium and Hyderabad, managed services and partner programmes. You run it as a profitable, self-sustaining business with its own P&L, and you specify what the next-generation platform must provide so that services and support scale without proportional headcount. As a member of the Leadership Team reporting to the Managing Director, you stay hands-on: you personally lead key projects and accounts alongside your team.

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Three things you'll be great at

RUN: Own delivery, hyper-care, support and managed services end to end - every client has an owner and a plan.

SCALE: Turn repeat work into self-service: specify platform requirements and a partner toolkit that take Verity off the critical path.

LEAD: Lead the Enable team across Belgium and India and manage the Enable P&L with facts, dates and costs.

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What you'll do

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• Own client onboarding, implementation and migration projects from scoping through go-live and hyper-care, on time and within budget
• Deliver on a standard-product basis; scope customisations as such and hand them to partners
• Ensure every account has a named Enable owner and feed Customer Success with delivery and service health
• Run the capacity plan and operating cadence; bring what doesn’t fit to leadership as dated, costed arbitrations
• Own the support organisation (first to third line, Belgium and Hyderabad) and build the managed services offer
• Operate partner-delivered programmes: joint governance, SLA reporting and a self-service integrator toolkit
• Own the Enable P&L, services catalogue and pricing, including the support-versus-paid boundary
• Specify and prioritise Enable’s requirements to Product and Engineering for self-service onboarding, configuration and support
• Lead and develop the team, and build a culture of factual reporting and accountability without blame

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What you bring

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• 12+ years in enterprise software delivery or client operations, incl. 5+ years leading a multi-site organisation of 10+ people with P&L accountability
• Proven leadership of service delivery, customer success or professional services in a B2B SaaS company serving large enterprises
• Experience in the utility sector: DSOs, suppliers, metering or billing
• Track record running enterprise delivery with formal governance: steering committees, contracts, SLAs, hypercare
• Hands-on attitude: at ease managing projects and accounts yourself in a scale-up
• Experience leading a distributed team (Belgium-India) and working with a partner-led commercial model
• Executive-level communication with client CIOs, partner directors and the board
• Fluent in English and French; Dutch is an asset. Based in Belgium
• Strong plus: platform transitions, scaling offshore support, AI-assisted operations, regulatory frameworks (data protection, ICT third-party risk

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Why Verity

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• Ownership from day one. You take over a full pillar and its P&L, with a seat on the management team.
• Global team, local roots. Work closely with colleagues across Ghent, Mont-Saint-Guibert and Hyderabad.‍
• Shape the next platform. Your requirements define how the new generation scales services and support.‍
• Agile & fast-moving. Minimal overhead, maximum impact - decisions get made, things get shipped.

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