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Senior Head of Delivery (Engineering, Implementation & Support) Location: Wilmslow, UK (Full time office-based) Salary: This is a senior leadership role and remuneration will reflect experience, scope and impact. About FastDox FastDox is a B2B SaaS company serving customers globally, with operations across the UK and Canada. We build and deliver software that helps organisations run critical, document-driven processes faster and more reliably. This is a senior leadership role for someone who can lead and scale an entire delivery function – spanning engineering, configuration/implementation and technical support – rather than a traditional “projects only” delivery position. The Senior Head of Delivery has direct line management responsibility for the Head of Development, Head of Projects / Implementation and Service Desk leadership. The Senior Head of Delivery will report jointly to the Commercial Director and the CEO, working closely with both on delivery execution, commercial commitments and company-wide priorities. The Commercial Director and CEO together oversee FastDox’s commercial and product operations, client commitments and strategic direction. This role plays a critical part in ensuring that what FastDox sells, promises and positions in the market is delivered reliably and at scale. The mission Own end-to-end delivery across Engineering, Implementation/Professional Services and Technical Support, creating: • A predictable release and go-live engine., • A tight operating rhythm with Commercial so what we commit to is what we deliver., • A scalable, multi-disciplinary delivery function that you will shape, mature and grow over the coming years. This is a genuine opportunity to take ownership of the whole function, define how it operates, and lead it into its next stage of maturity. What you’ll do 1. Lead the delivery organisation • Bring Engineering and Implementation/Professional Services together under one delivery umbrella, with close alignment to Service Desk / Technical Support., • Provide senior leadership across software engineering, configuration/implementation and operational delivery., • Hire, coach and develop managers and individual contributors across these disciplines., • Set clear expectations and build a healthy, accountable delivery culture focused on outcomes, not bureaucracy. 2. Run the operating cadence • Own delivery planning, prioritisation and capacity forecasting across build + implementation (and associated support impacts)., • Run weekly delivery/ops rhythms (planning, risk reviews, release readiness, retrospectives/post-mortems)., • Create clarity on commitments, milestones, dependencies and trade-offs so teams know what “good” looks like. 3. Bridge Commercial ↔ Delivery • Act as the primary delivery counterpart to the Commercial Director, owning delivery actions, priorities and follow-ups arising from commercial commitments., • Translate sales and commercial commitments into executable delivery plans (scope, timeline, resourcing, risks and assumptions)., • Improve commercial-to-delivery handovers and reduce scope churn and rework., • Shape commercial commitments earlier in the sales cycle so FastDox sells what it can reliably deliver., • Provide clear, regular delivery updates, forecasts and escalation visibility to the Commercial Director, particularly where timelines, client delivery or revenue are impacted. 4. Improve engineering execution & reliability (pragmatic, not bureaucratic) • Strengthen release management and release readiness., • Improve quality and reliability through sensible controls (definition of done, QA gates, incident management, root-cause fixes)., • Reduce escaped defects and firefighting by improving the system—not just reacting., • Use data and operational metrics to continuously refine how engineering delivers. 5. Scale implementation outcomes • Build repeatable implementation playbooks (intake → discovery → configuration/integration → QA → go-live → handover)., • Improve implementation cycle time, predictability and customer satisfaction., • Ensure implementation feedback informs product and engineering prioritisation. 6. Oversee support / service desk impact • Provide leadership oversight of Service Desk / Technical Support in the context of releases and implementations., • Ensure incident trends and support tickets inform product, engineering and implementation improvements., • Help shape SLAs, escalation paths and “run” processes so customers experience a reliable, professional service post go-live. What success looks like (first 6–12 months) • Delivery forecasts become trustworthy (fewer surprises, clearer trade-offs)., • Releases land predictably and calmly, with fewer high-severity incidents., • Implementations become more repeatable and scalable; cycle time improves., • Commercial commitments are shaped earlier, with stronger alignment and fewer escalations., • Support / service desk noise from releases and implementations reduces, with clearer ownership and better root-cause fixes., • The delivery function feels more cohesive: engineering, implementation and support pulling in the same direction. What we’re looking for This role is not just traditional delivery or project management. It’s a blend of: • Senior leadership across engineering/development/support., • Configuration and project implementation / professional services experience., • Operational leadership and delivery governance., • Service desk / technical support oversight and incident-oriented thinking. The kind of background that tends to fit • Previous roles such as Head of Delivery, Delivery Director, Head of Engineering Delivery, Professional Services Director, Technical Operations or a similar hybrid technical/operational leadership position., • Experience overseeing multiple disciplines (e.g. engineering + implementation/professional services + technical support)., • 7–12+ years in relevant environments, with at least 3–5 years in a senior leadership role owning teams and outcomes, not just individual projects. Core experience and skills • Proven leadership across software engineering delivery and customer implementation / professional services (B2B SaaS strongly preferred)., • Strong people leadership: team building, developing managers, performance management and creating clarity in ambiguous environments., • Confident stakeholder management with Commercial, Product and senior leadership, including constructively challenging commitments when needed., • Comfortable with delivery mechanics: prioritisation, capacity planning, release readiness, risk management and trade-off decisions., • Experience scaling a delivery organisation from reactive to predictable., • Familiarity with incident management, post-mortems and operational metrics (SLAs, uptime, defect rates, cycle times, etc.)., • Experience with integration-heavy implementations (APIs, SSO, data migrations, complex onboarding)., • Able to balance pragmatism and structure—introducing just enough process to scale without slowing the business down. The opportunity You’ll be the senior leader who owns and shapes the entire delivery function at FastDox—engineering delivery, implementation and support—working closely with the Commercial Director and CEO at a pivotal point in the company’s growth. If you’re looking for a role where you can genuinely: • Build and lead a multi-disciplinary delivery organisation, • Take something good and make it excellent, • Create the operating model, rhythms and culture that allow teams to thrive …then this is an environment where you can do your best work and have a long-term impact.

Front of House Location: Wilmslow HQ - 5 days per week Salary: £25,155 per annum We are Citation. We have been proudly delivering valuable HR and Health and Safety services to SME’s across the UK for over 20 years. Passionate about service, we’re on a mission to revolutionise our colleagues’ and clients’ experience by employing brilliant people who are experts at what they do and smile whilst they are doing it. We truly are the “best company” to work for because we employ brilliant people and give them every chance to shine! If the prospect of this excites you… good, you’re the type of person we’re looking for. The role • Offer a warm, professional welcome to clients and visitors, creating a positive first impression., • Guide visitors to the right teams and individuals with confidence and clarity., • Manage incoming calls, ensuring each one is handled promptly and directed to the appropriate person., • Keep the reception area tidy, organised and presentable throughout the day., • Schedule and coordinate appointments and meetings to support smooth daily operations., • Oversee incoming and outgoing post and parcels, ensuring everything is processed efficiently., • Help maintain office supplies and stock levels so the team always has what it needs., • Monitor access to the building and support the overall security of the premises., • Maintain an accurate visitor log and issue badges when required., • Work closely with internal teams to support clear communication and quick resolution of any issues., • Provide administrative support to colleagues whenever needed. Who we are looking for • Strong interpersonal and communication skills, paired with a professional manner that helps you build rapport with people at every level inside and outside the organisation., • A proactive, self-driven approach, with the confidence to recognise what needs attention and take on tasks independently., • Exceptional attention to detail, working with a high level of accuracy and solid numeracy., • A collaborative team member who keeps the customer experience at the heart of everything you do., • Confident using Microsoft tools, with particularly good knowledge of Outlook. Here’s a taste of the perks we roll out for our extraordinary team members: • 25 Days of Holiday + Bank holidays: We’re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cosy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays., • Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU., • Post-Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness., • Healthcare cash plan: Your well-being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best., • Community Days: Looking to give back? Take a day off to volunteer and make a positive impact in your community or support your favourite charities. Join us at Citation, where success comes with unbeatable perks and a culture that truly celebrates your achievements!

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