Head of customer delivery

Head of Customer Delivery Based in Belgium
· Working across Ghent, Mont-Saint-Guibert and Hyderabad About Verity Utilities are being asked to price, bill and manage energy at a level of granularity their legacy systems were never built for. Verity closes that gap. Our platform delivers near real-time rating and metering for enterprise electricity and gas utilities, as SaaS or on premises, and works alongside their existing systems rather than replacing them. The role Signing a utility is only the start. What happens next decides whether they renew. As Head of Customer Delivery, you own everything between a signed contract and a satisfied, renewing client. You lead 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. You also define what our next-generation platform must provide, so that services and support scale without headcount growing at the same pace. You sit on the Leadership Team, report to the Managing Director and stay hands-on, personally leading key projects and accounts alongside your team. Three things you’ll be great at
• RUN: Own delivery, hypercare, support and managed services end to end. Every client has an owner and a plan.
• SCALE: Turn repeat work into self-service. Specify the platform requirements and 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. What you’ll do
• Own onboarding, implementation and migration projects from scoping through go-live and hypercare, on time and within budget
• Deliver on a standard-product basis, scoping customisations as such and handing them to partners
• Make sure every account has a named Enable owner, and keep Customer Success informed on delivery and service health
• Run the capacity plan and operating cadence, and bring what doesn’t fit to leadership as dated, costed decisions
• Own the support organisation (first to third line, Belgium and Hyderabad) and build the managed services offer
• Operate partner-delivered programmes with joint governance, SLA reporting and a self-service integrator toolkit
• Own the Enable P&L, services catalogue and pricing, including the boundary between support and paid services
• Specify and prioritise Enable’s requirements for Product and Engineering: self-service onboarding, configuration and support
• Lead and develop the team, building a culture of factual reporting and accountability without blame What you bring
• 12+ years in enterprise software delivery or client operations, including 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
• A track record of enterprise delivery with formal governance: steering committees, contracts, SLAs, hypercare
• A hands-on attitude, at ease managing projects and accounts yourself in a scale-up
• Experience leading a distributed team (Belgium and India) and working within a partner-led commercial model
• Executive-level communication with client CIOs, partner directors and the board
• Fluent 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) Why Verity
• 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 in Ghent, Mont-Saint-Guibert and Hyderabad.
• Shape the next platform. Your requirements define how the new generation scales services and support.
• Fast-moving by design. Minimal overhead, decisions get made, things get shipped. Interested? If you want to build the delivery engine behind utilities’ shift to real-time energy data, let’s talk: careers@verity.global