Global Head of Implementation

Location: London · Reports to: Founder & CEO

About Lua

Lua is the Agent OS. We build digital employees — agents that do a real job end to end: they read a company's own systems, make the decision, take the action, and get a little better every time they run. Not chatbots that answer questions — digital workers that do the work, on the company's own data and workflows, and everything they build stays owned by the business. Teams write their logic on Lua (agents, skills, tools, jobs, webhooks, guardrails) and we run the hard parts underneath: infrastructure, multi-provider model orchestration, data, channels (WhatsApp, Slack, Email, Instagram, Messenger, a voice-capable website widget, HTTP API) and monitoring.

Our customers are the companies that run their markets — the operator of one of the world's most-visited heritage sites, a major travel-and-hospitality group, the largest supermarket chain in its country, a listed conglomerate spanning healthcare and consumer goods, large regional banks, social-commerce companies and a microinsurer covering over a million people — across Africa, the Middle East and South Asia. Together they employ 64,000+ people and turn over $5bn+ a year, and they all want the same thing: to be AI-native on the systems they already run, with nothing to rip out. Backed by Y Combinator, we've raised $5.8M. This is a chance to build the playbook, not inherit one.

What you'll do

When one of these companies signs — a conglomerate rolling agents across six entities, a fund rolling Lua across its portfolio — someone has to turn that into live, adopted, renewing systems. You own that, end to end, across every market. You'll run it through a mix of in-house delivery leads and engineers and a growing partner network, and turn every implementation into a repeatable playbook on our productized verticals, so a three-week Golden Penny go-live becomes the template the next entity inherits at near-zero marginal cost.

• Own the handoff. Take ownership of each deal at handoff from the Solutions Architect: receiving the agreed design, context, and customer expectations, and ensuring continuity from sale into delivery.

• Own delivery end to end. Own delivery of all customer implementations across every market, from signature to a live, running system.

• Own the client relationship. Be the senior face of Lua to each customer's leadership: chair steering and governance meetings, keep executives confident, and be the person they trust to make it right when something goes wrong.

• Lead the team. Lead and project manage a distributed team of delivery leads and engineers across both frontier and developed markets, both in-house and outsourced.

• Own the playbook. Define, document, and maintain the implementation playbook and delivery processes.

• Centralise vs. localise. Set delivery standards centrally while allowing appropriate local and regional adaptation.

• Handle residency and regulation. Manage delivery within differing data-residency and regulatory requirements per market.

• Close the sold-≠-deliverable loop. Maintain a tight feedback loop with the Solutions Architect and sales team, flagging where what was sold and scoped does not match what is deliverable.

• Feed product and sales. Capture and feed delivery and customer insights back into product and sales.

• Manage capacity. Manage resourcing and capacity across markets as the team scales.
  
  

The delivery KPIs you'll own

• Time-to-value / time-to-first-value: days from kickoff to a first acknowledged business outcome.

• Delivery margin: the commercial health of every engagement.

• Utilization: as a management lens, brought forward once the basics are healthy.

• Gross retention / CSAT: customers renewing and telling you delivery was good.

• On-time delivery: go-lives and milestones hit to plan.

• Rework / escalation rate: how often engagements slip into recovery, and the trend as the playbook matures.

What we're looking for

Technical leadership

• 10+ years in technical delivery, professional services or implementation.

• You've built and scaled delivery teams, processes and playbooks, including hiring regional leads, with sound judgement on what to centralise vs. let local teams adapt.

• You've led delivery or implementation teams and project managed engineers across distributed teams and time zones.

• You've owned delivery KPIs: time-to-value, delivery margin, quality and consistency.

• You've demonstrated technical credibility: you can assess solution architecture and challenge technical decisions, and you understand production operations (reliability, observability, governance, data isolation).

• You've managed escalations and led recovery of at-risk deployments.

• You've operated across multiple countries or regions (multi-market, not single-geography).

• You've operated across differing data-residency and regulatory requirements.

Executive relationship management

• You are as comfortable in front of a client's C-suite as you are managing a junior engineer.

• You can chair a room of C-level executives, run the meeting with authority, and leave them more confident than when they walked in.

• When something goes wrong, you are the person the client's leadership trusts to make it right. You front the hard conversations, own the problem, and rebuild trust rather than deflect.

• You build senior relationships that outlast any single project, becoming the client's go-to and turning a steady account into a growing one.

• You've owned post-launch customer health, keeping accounts healthy and renewing.

• You're willing to travel internationally to meet clients in person.

Nice-to-haves

• You've thrived in a start-up environment.

• You have experience delivering AI / LLM / agent systems in production, including evals and governance of non-deterministic systems.

• You have experience building delivery for a developer-first or technical product.

• You have formal delivery credentials (PMP, PRINCE2, MSP or similar); welcome, not required.