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Are you ready to lead our Delivery team?
- Arbeidsgiver: Munu
- Stillingstittel: Head of Delivery
- Frist: Snarest
- Ansettelsesform: Fast
Munu is the Norwegian leader in software for the hospitality industry, with customers and further growth plans in the Nordics and Europe. We digitize the operation of bars, restaurants, cafés, cafeterias and more by helping them grow sales, improving efficiency and profitability while simplifying everyday operations. We are a fast-growing, born-in-the-cloud technology company delivering Point of Sales systems, online and mobile ordering, and other operational technology through a comprehensive SaaS platform. Our company mission is to make the lives of our customers simpler and more profitable.
Munu has customers in Norway, Sweden, Finland, and Denmark, and our team of 70 dedicated Munu people has offices in Stavanger, Oslo, Bergen, Trondheim, Stockholm and Katowice. We currently handle more than 55 million orders annually on behalf of our customers.
We are currently scaling our business globally and aim to be the leading software solution in our markets. To achieve the goal of becoming the leading brand in the Nordics and Europe, we are now seeking a Head of Delivery to scale our business internationally.
Head of Delivery (HoD) shall ensure that all new customers, and existing customer requesting additional modules, are onboarded, and trained according to Munu’s best practices. An excellent customer experience must be ensured through customer involvement and training.
HoD shall ensure that all members of the team are enabled to efficiently and professionally onboard customers. Each onboarding shall be considered a project where a dedicated member or team is taking full responsibility for the installation and customers success.
Continuous personnel training, structured work processes and continuously improved system support is key to make the team succeed.
Responsibilities
- Fully responsible for the Delivery team within the Operations department, reporting directly to the COO
- Personnel responsibility for all members of the Delivery
- Prioritize and coordinate efforts for all delivery efforts across clients and functions
- Ensure that all installations are technically verified prior to go-live to ensure highest level of success across client deliveries
- Ensure long term professional development for members of the Delivery team that is aligned with company mission
- Identify needed training and competencies for all members of the team, and request or perform training to close competency gaps identified in team’s skills matrix
- Ensure congruency between performed tasks by the team members and documented competency to hold team standards to the highest level
- Own, facilitate and ensure accuracy of planned installations overview across Munu Cloud modules.
- Establish Customer Success strategy for the delivery team include customer satisfaction after go-live for all installations
- Establish and maintain a structured processes for upsell and lead generation on existing customers when all basic processes are established (upsell currently handled by sales team).
Interactions
- Liaison with C-Suite team and reporting directly to the COO
- Liaison with sales team to ensure optimal handovers and managed customer expectations
- Liaison with product teams for continuous product improvement
- Handover to relevant Operations teams to ensure quality support after installations and intensive care period
Key Success Measures
- Customer satisfaction levels after deployment of Munu products with new customers
- Quality Control on performed delivery with new clients
- Number of deployments performed according to plan
- Continuously improvement on cost and time spent on each installation
- High customer satisfaction score (NPS) measured two weeks after installation
- High eNPS for Delivery team
About You
- Bachelor's or Master’s degree in a relevant field, or more than 5 years’ experience in project management, particularly within IT and business transformation projects
- Good leadership skills with the ability to manage and motivate cross-functional teams
- Good communication skills both verbal and written in English
- Proficient in Norwegian is preferred and additional languages are seen as an advantage
- Solid understanding of ITIL and Prince 2/ PMP project management
- Experience in managing strategic projects and driving business value through IT solutions
- Experience in leading business IT projects by using both waterfall and agile project methodologies
- Knowledge of change management principles and methodologies is seen as an advantage
- Basic understanding of hospitality industry such as bars, restaurants and cafés
- Experience working in hospitality industry seen as an advantage
Om arbeidsgiveren
Nøkkelord
Project Management, IT projects, Hospitality industry
- FINN-kode 353949027
- Sist endret
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