The Director, Client Delivery is a leadership role responsible for managing a portfolio of strategic customers. The role is intended to develop strong client relationships, ensure successful project delivery, and drive overall successful outcomes for our customers and our business. The Director role requires strategic vision, leadership acumen, and the ability to foster collaboration across teams.
Key Responsibilities
- Leadership and Oversight: Collaborate with Sales to provide leadership and strategic guidance in executing roadmaps for strategic accounts.
- Facilitate the implementation of governance/delivery operating models and ensure adherence to client satisfaction metrics.
- Support team members in envisioning, developing, and delivering transformative opportunities with clients.
- Coach and assist Client Delivery team in challenges related to their portfolios.
- Strategic Account Leadership: Collaborate with to provide leadership and strategic guidance in executing roadmaps for strategic accounts.
- Monitor and adjust engagements as necessary, leveraging feedback mechanisms to drive improvements for delivery teams.
- Serve as a support system for the Client Delivery Segment lead, ensuring customer satisfaction and adherence to internal Key Performance Indicators (KPIs).
- Assist in developing strategic account plans in conjunction with Sales and Delivery Go-To-Market (GTM) Teams.
- Ensure transparent communication with customers to proactively resolve issues during solution rollout.
- Revenue Growth and Financial Accountability: Partner with Sales to drive value through solution delivery and identify land and expand opportunities.
- Support the achievement of financial commitments, including billed revenue, project/portfolio gross margin, and customer satisfaction ratings.
- Work with Segment Consulting Leaders to establish controls and meet profit and loss accountability.
- Innovation and Collaboration: Facilitate collaboration across business areas to optimize delivery results and foster relationships with executive decision-makers.
- Innovate and collaborate with Client Delivery team on our methods for delivering customer outcomes.
- Participate in and lead special initiatives to improve our business
- Opportunity Identification and Expertise Integration: Aid in identifying new opportunities to deliver incremental value for clients and drive new business.
- Partner across the organization to bring in necessary expertise and support client needs.