DESCRIPTION

The Head of Deployments is accountable for a team of Deployment Managers who install the OneOcean family of products, activate new services and complete software upgrades. They implement tight processes to allow for timely booked-to-invoice, ensuring deployments do not exceed 60 days.
This role ensures seamless execution from booked through to invoicing. Working cross-functionally with Commercial, Customer Engagement, Account Managers, Technical Support and Tech Services, the Head of Deployment will optimise processes, tools, and teams to deliver outstanding service and operational efficiency.
They regularly deliver updates on deployment progress and look to implement strategies to achieve goals and enhance the end-to-end user experience.

SKILLS, KNOWLEDGE, AND EXPERIENCE REQUIRED:

• Proven experience in a Deployment or Technical Support leadership role.
• Strong understanding of end-to-end booked-to-billed processes, preferably in a subscription-based environment.
• Strong grasp of SaaS or digital content and services.
• Hands-on experience with ERP, CRM, or order processing systems (e.g. SAP, Salesforce, NetSuite).
• Demonstrated ability to lead and motivate teams and implement change.
• Excellent communication, planning and stakeholder engagement skills.
• Analytical mindset with a focus on process improvement and KPI-driven performance.
• Maritime, SaaS, or industrial service industry experience is desirable.

Manage the Deployment team effectively, measuring performance against targets to deliver success.
Engage with relevant internal stakeholders to ensure products and internal systems are optimised for deployment,
Hold regular meetings with key teams to align, plan and update.
Set up project governance and provide clarity and ownership of deployment reporting, ensure all stakeholders have easy access to updates and status.
Ensure customer ownership and governance throughout the onboarding phase
Drive projects through to completion

Drive upgrade projects through to completion

• Be the escalation point for all deployment related issues, seeing escalations through to resolutions.
• Own the Deployment Knowledge Base globally to make processes as efficient as possible.
• Implement customer training initiatives to ensure end-users realise and utilise the full potential of software and services.
• Implement and own CSAT/Customer Effort surveys based on deployment experience measured against set goal.
• Support new product and service releases, ensuring implementation is sufficient to allow for quick deployment.
• Travel within the UK and overseas may be required and is considered an occasional feature of this role. Requests could be made at short notice.
• Provide out of hours support / assistance in emergency or time sensitive situations (either in on call or shift pattern).
• Any other task determined necessary by line management.