Driving delivery excellence with Send’s Head of Delivery – North America, Niraj Dave

In this edition of our Q&A series, we sit down with Niraj Dave, Head of Delivery – North America, to explore his approach to building trust with customers, leading high-performing delivery teams, and driving successful implementations. Niraj shares insights from his extensive career, the lessons he applies every day, and what makes Send’s platform uniquely positioned to deliver value in the insurance industry.

You’ve been in the software technology industry for nearly two decades across a variety of roles. What are the biggest lessons or techniques you’ve carried forward in your career?

The biggest lesson I’ve learned in delivery isn’t just technical, it’s about trust.

You can implement technology, manage projects, and produce great documentation, but none of it matters more than the trust you build with your customers. That trust comes from transparency, honesty, and how you communicate your solutions.

Customers don’t want vendors. They want partners, people who understand their challenges, share their goals, and show up consistently with clarity and integrity.

When you operate as a true partner, you create long-lasting relationships. And that’s what brings customers back, time and time again.

Has that experience influenced the way you work and approach delivery today?

Absolutely. Every meaningful customers conversation begins with truly understanding their problem, the outcomes they’re aiming for, the constraints they’re navigating, and the context behind their challenges.

From there, it’s about being fully transparent about how we can help: what’s possible, what’s realistic, and where the limitations are. Just as important is knowing when to say no. Not all solutions are straightforward and requires a creative mindset, and clients value honesty far more than over-promising.

I hold my team to that same standard. If something isn’t feasible, we acknowledge it early and work with the customers to explore alternatives or shape a solution that still meets the need.

This mindset of openness and collaborative problem-solving is the culture I try to instill internally as well. It keeps everyone aligned, accountable, and focused on delivering real value, not just checking boxes.

What initially attracted you to Send?

From the beginning, what stood out to me about Send was its unique focus. Instead of trying to be everything to everyone, the platform is intentionally built for specific lines of insurance, particularly commercial and specialty.

That focus matters. It allows us to truly understand our customers’ challenges and design solutions that are tailored, high-quality, and genuinely impactful. It’s a competitive edge you can feel in the way the product is shaped and delivered.

Beyond that, the product vision immediately inspired confidence. The team cares deeply about solving real problems and adding meaningful value for customers. There’s a clarity of purpose behind every decision, and a commitment to building something that stands out in the market.

That combination, a sharp product focus and a team driven to make a real difference, is what convinced me that Send was the right place to join, contribute, and make an impact.

What was your experience like during the recruitment process at Send?

From the very beginning, the process was smooth and transparent. Every conversation was clear, with no grey areas, and each step was explained upfront and followed exactly as promised.

It never felt like a traditional interview. Instead, it felt like a series of open, honest discussions designed to ensure there was a genuine mutual fit, not just in skills, but in mindset and values.

What stood out most was how much the team valued honesty and clarity. That transparency wasn’t just part of the interview process; it reflected the culture at Send. And that gave me confidence that this was a place where people say what they mean, follow through, and create an environment built on trust.

Having completed your first full year at Send, how would you reflect on the experience?

Coming from a professional services background, stepping into a product-focused environment was a completely different context for me. It meant learning the platform quickly, understanding its capabilities in depth, and seeing first-hand how it solves real customer problems.

Engaging directly with customers, from early discovery discussions through to successful implementation, has been incredibly rewarding. Over the past year, I’ve learned a tremendous amount and continue to learn every day.

But the real highlight has been seeing the tangible value we deliver: watching customers streamline their processes, remove friction, and feel the impact of solutions that genuinely make their work easier. That’s the part that motivates me the most.

What does your role as Head of Delivery involve on a day-to-day basis?

My focus is simple: making sure our clients truly realise value from their investment in Send.

I’m their voice inside the business, aligning teams, steering delivery strategically, and making sure every project moves with purpose and momentum. Some days I’m tackling escalations head-on, other days I’m celebrating big customer wins, but the goal never changes: drive outcomes that matter.

Every part of the role is centered on partnership, clarity, and creating an experience where customers can feel the impact of what we deliver. That’s what keeps the work exciting — and why it’s so rewarding.

How do you ensure projects are delivered successfully while working across multiple teams and partners?

At Send, strong collaboration is how we operate every day. Our delivery rhythm keeps everyone aligned and moving with purpose: daily scrums, weekly status updates, and monthly leadership calls that create full visibility across teams. We work hand-in-hand with our partners and internal teams, raising risks early and solving challenges quickly so projects keep progressing without friction.

The team culture is genuinely one of the best parts. When something needs attention, people jump in without hesitation. It’s a supportive, “we’re in this together” environment that makes delivery smoother and customer outcomes stronger.

That collective mindset is what makes the work exciting, and what sets Send apart.

What have been the most rewarding or challenging aspects of your role so far?

Every project comes with its own challenges, especially when you’re balancing what customers want with what the product can realistically deliver. That’s where prioritisation becomes essential. We focus on what drives the most value first, keeping delivery purposeful and impactful.

But honestly, that’s also what makes the work so rewarding. There’s nothing better than seeing customers experience the tangible benefits of the platform, watching processes transform, saving hours of effort, and simplifying work they never imagined could be streamlined digitally.

Those moments are the real highlight. They showcase the impact of what we do and make every challenge along the way absolutely worth it.

Looking ahead, how do you see your second year shaping up?

Looking ahead, our focus for the coming year is all about scaling the North America delivery team while maintaining the high standards our customers expect. Over the past year, we’ve built a solid foundation, now it’s about putting the right people in the right roles to support our growth and meet customer needs effectively.

By expanding the team, we can continue delivering successful projects, driving customer satisfaction, and maintaining consistency across every engagement, even as demand and complexity increase.

It’s an exciting period of growth, and our priority is to scale responsibly and intentionally, without ever compromising the value we bring to our customers.

Connect with Niraj on LinkedIn here.