Senior Director, SaaS Customer Delivery

Evinova is building a world-class SaaS delivery function from the ground up. This role leads it. 

Senior Director, SaaS Customer Delivery is accountable for the full customer journey across Evinova's SaaS portfolio, from initial deployment through to sustained, measurable value. You will build and lead a team of Implementation and Customer Success leads, design the delivery models and success frameworks the function operates by, and hold the senior relationships that determine whether customers renew, expand, and advocate. 

This is not a steady-state management role. The team, the product, and the customer portfolio are all in active growth. You will be setting the standards, building the infrastructure, and shaping how enterprise delivery operates at Evinova while simultaneously running a live portfolio of complex accounts. 

You will report to the Chief Delivery Officer and operate as a key partner to Commercial, Product, and Engineering leadership. 

What You'll Do:

Build and lead the SaaS Delivery Organization:

Hire, structure, and develop a team of Implementation and Customer Success leads. Design the capability framework, set performance standards, and establish the operating rhythm. Build for scale, not current headcount. 

Own Portfolio Health:

Maintain a real-time view of delivery health, risk, and value realisation across the full SaaS account portfolio. Flex governance weight by account complexity, regulatory context, and customer maturity. 

Design and Evolve Delivery Models:

Define how implementation and success delivery is structured across account types. Adapt frameworks as the product and customer base evolve. Own the model, not just the execution. 

Own the Customer Success Framework:

Design and own the framework that defines what good looks like -- onboarding breakthroughs, health signals, adoption benchmarks, value realisation markers. This is the foundation for retention and commercial growth. 

Hold Utilization and Commercial Targets:

Accountable for how capacity is deployed across the portfolio. Near term: delivery confidence and customer health. Medium term: billability and operational margin. 

Executive Reporting and Governance:

Own internal and external executive reporting for the SaaS portfolio. Build reporting structures that create accountability without noise. Present at senior leadership and customer exec level. Flex between strategic narrative and operational detail. 

Manage Escalations and Senior Relationships:

Senior point of contact for complex and at-risk accounts. Establish governance that gives customers confidence. Resolve blocking issues at the right level, with pace. 

Customer Presence and Remote Working:

This role is designed to operate remotely. Customer engagement is structured, senior-level, and high-frequency. Regular client travel is expected as a standard part of the role -- to customer sites, governance forums, and relationship-critical moments across multiple geographies. 

Partner with Product and Engineering:

Primary delivery voice in product conversations. Bring structured customer signal into roadmap and