Chief Delivery Officer

Role Overview The Chief Delivery Officer owns end-to-end delivery of Pennant’s lending platform implementations: Strategy → Planning → Mobilization → Build & Test → Deploy → Hypercare → Run (governance only). You will revisit and scale the delivery organization and operating model, protect delivery margin, quality and customer satisfaction, orchestrate multi-vendor and system-integrator programs, and ensure RFP and POC commitments are deliverable and accurately costed. Deep lending systems expertise across the full lifecycle is essential. What you will focus on Revisit and enhance delivery and implementation framework across programs and geographies that is scalable. Improving delivery predictability, margin and customer outcomes. Growing and developing the delivery organization as Pennant expands. Key Responsibilities Implementation strategy & leadership Revisit and enhance the implementation operating model (phases, stage gates, roles, forums, cadence) and rollout strategy, including pilot, phased and cutover approaches. Co-own SOWs and contracts with Sales: scope, deliverables, acceptance, milestones, service levels and change control. Own the integrated implementation plan: WBS, critical path, capacity and skills, partner plan, budget and revenue milestones. Lead business process mapping (fitment vs. gaps) to align customer lending processes with the product, feeding SOW scope, change requests and configuration. Ensure environment and data readiness, including migrations, rehearsals, reconciliations, cutover runbook and rollback. Govern testing (system, integration, E2E, UAT), non-functional requirements and regulatory sign-offs. Execute cutover and hypercare with clear SLAs, then hand off cleanly to steady-state support. Lead customer governance (kick-off, design reviews, CABs, go/no-go) and executive communications. Delivery operations & controls Maintain the Delivery & Implementation Playbook (templates, RACI, entry/exit criteria). Run a Control Tower with live status, risks, forecast, schedule and cost variance, and quality. Drive operational excellence: weekly operating rhythm, throughput and predictability, estimate variance and rework. Standardize QA, release and environments, data migration, UAT and cutover; enforce DR/BCP and change governance. Embed regulatory checkpoints, privacy controls and audit evidence in stage gates. Revenue, accounts & partners Own delivery-linked revenue: milestone invoicing, revenue-recognition hygiene and forecast cadence with Finance. Drive the change-request and feature-build pipeline. With Sales and Customer Success, grow accounts through success plans, adoption playbooks and executive relationships. Orchestrate vendors and system integrators: onboarding, acceptance criteria, scorecards, and integrated planning, testing and cutover. People leadership Build and scale teams across Programs / Portfolio, Business Analysis, QA, Release & Environments, Data Migration…