VP of Service Delivery

VP of Service DeliveryCustomer Success - London (Hybrid)VP of Service DeliveryPurpose of the RoleThe VP of Service Delivery is responsible for ensuring M2A Media’s live services and client workflows are delivered seamlessly, efficiently, and in alignment with our principles of being Simple, Scalable, and Secure. This role leads Production Operations, Solutions Engineering, and Client Services — ensuring consistent delivery standards, operational readiness, and customer satisfaction whilst maintaining strong commercial performance. ResponsibilitiesStrategic Account LeadershipAct as executive sponsor for M2A’s largest and most complex clients.Build and maintain trusted relationships with senior stakeholders, helping clients realise value from M2A’s solutions and advising on go-to-market strategies for new services.Partner with new customers to shape product and service launches that achieve mutual successHelp clients prioritise effectively — advising on what’s practical and impactful for launch, and ensuring delivery approaches are achievable, scalable, commercially viable and aligned with M2A’s standards and capacity.Identify and quantify opportunities to enhance customer value through improved product utilisation, operational efficiency, and workflow optimisation.Translate complex technical or operational topics into clear, outcome-focused narratives for customer and executive audiences.Communicate strategic insights and performance metrics in a way that builds alignment, trust, and action among senior stakeholders.Monitor key metrics like renewal rates, retention, expansion, and customer health scores, and report on them to the executive leadership team.Commercial LeadershipResponsible for ensuring all new and existing customer projects are delivered profitably Strong project management providing regular clear communication to senior external and internal stakeholders as to the status of all customer projectsAll project time is accounted for and manages customer relations where overruns and change requests are requiredProduct Experience & Voice of the CustomerChampion the customer perspective across Product, Delivery, and Operations while balancing internal priorities and constraints.Partner with Product Management to translate customer feedback, usage data, and market insights into roadmap priorities that deliver mutual value.Guide customers through feature adoption and service enablement, ensuring readiness and measurable outcomes.Ensure M2A’s products are positioned and used in ways that align with both client needs and M2A’s strategic roadmap.Own key product experience metrics — adoption, usability, NPS, and time-to-value — across enterprise clients.Build frameworks for continuous feedback loops connecting customer usage, operational data, and satisfaction measures.Internal Business PartnershipsResponsible for all technical, commercial and solutions engineering teamsUse DORA-style metrics (deployment frequency, lead time for change, change failure rate, and MTTR) as indicators of how internal performance impacts customer reliability and confidence.Partner with Delivery and Engineering to translate reliability, observability, and performance improvements into measurable customer confidence and satisfaction.Act as the customer’s advocate in delivery discussions, helping interpret technical performance data through a customer-outcome lens (e.g. stability, responsiveness, release quality).Market Insight & Industry KnowledgeMaintain a strong understanding of the broader media technology, cloud, and live video delivery ecosystem, including contribution and distribution workflows, encoding/transcoding, packaging, DRM, IP transport, orchestration, and monitoring.Stay closely aligned with customers’ technology roadmaps and innovation strategies, understanding how emerging capabilities such as cloud-native automation, remote production, AI-driven optimisation, and software-defined video infrastructure shape their future requirements.Keep informed on developments across AWS Media Services, video transport protocols (e.g. SRT, RIST, Zixi), packaging and encryption standards (CMAF, HLS, DASH, FairPlay, Widevine, PlayReady), and cloud networking that underpin M2A’s product portfolio.Provide actionable market intelligence to internal teams, helping shape product strategy and innovation priorities in alignment with evolving industry standards and customer adoption trends.Product Operations, Customer Outcomes & Customer ManagementLead product operations for enterprise clients — ensuring readiness, enablement, and adoption tracking.Champion a data-driven approach to understanding customer experience, combining usage analytics, operational data, and feedback to prioritise improvements.Define and report on key customer success metrics: retention, NDR, adoption, health, satisfaction, and time-to-value.Develop integrated dashboards that connect customer experience, service performance, and delivery metrics.Align internal teams on how product quality, operational performance, and service reliability contribute to customer outcomes.Drive continuous improvement loops that connect learnings from customer projects back into product, delivery, and service practices.Key Working RelationshipsReports to: VP of Customer SuccessPartners with:    • VP of Operations – to ensure solutions are operationally scalable, observable, and support-ready.    • VP of Architecture – to align on design standards, documentation templates, and security governance.    • VP of Product - to be the voice of the customer.    • Commercial Team – to ensure new customers are scoped, onboarded and delivered profitably and smoothlyFoster a culture of ownership, accountability, and measurable outcomes.Coach and develop team members to think strategically about customer value, data-led decision making, and pragmatic delivery.Represent M2A at executive-level client meetings, industry events, and customer forums as a thought leader on customer experience, innovation, and delivery excellence.Skills & RequirementsExcellent communication and stakeholder management skills, able to collaborate across operations, engineering, and client stakeholders.Excellent project management and delivery skillsExperience mentoring and developing other architects and engineers, promoting M2A’s architectural principles and standards.Strong commercial awareness and historic experience of delivering complex customer projects to tight deadlines and delivering profitability. Build, lead, and mentor a high-performing team of customer success managers and leaders. This includes setting goals and tracking performance.Benefits25 days annual leaveMedical & dental insuranceTravel insuranceLife coverCompany PensionCompany Bike scheme