Delivery model strategy: Own the framework that decides how every implementation gets delivered: in-house or through an SI partner. Create explicit, defensible criteria, then track how those calls play out and sharpen the model as new evidence comes in.
Capacity modeling: Build the model that maps implementation demand against delivery capacity (in-house bandwidth and SI partner throughput) so routing decisions are grounded in what’s actually available, not best guesses.
Implementation health signals: Build the reporting that flags implementations falling behind before they slip, so leadership can intervene while there’s still time to save the timeline.
Implementation operations: Document the delivery playbook, quality benchmarks, and tooling that make every implementation feel consistent, whether your team or a partner is running it. Define the milestones, the escalation triggers, and what “good” looks like end to end.
Cross-functional process design: Own the operational seams on either side of implementation: the handoff from closed-won to kickoff, and from implementation complete to CS. Set the standards for what information moves, when, and who owns escalation at each step. Work closely with the RevOps Lead and the Customer Operations Lead to keep both seams tight.
Partner delivery quality: Track and report on how SI partners perform against the same delivery bar you hold in-house, surfacing quality gaps early enough to act on. Own the quality signal those partners are measured against.
Time-to-value tracking: Define TTV benchmarks and own reporting against them, surfacing where implementations slow down and where in-house and partner-led performance diverges.