Description
The Senior Director of Delivery is responsible for leading the successful implementation and deployment of our product solutions, with a direct focus on maximizing client satisfaction, eliminating red projects, and improving professional services profitability. This role will drive operational rigor, delivery consistency, and margin expansion through scalable processes, disciplined execution, and strong cross-functional collaboration that operates with accountability, agility, and a relentless focus on customer success. This senior leader will take full ownership of all active implementations, ensuring consistent execution, timely delivery, and measurable client outcomes. They will serve as the primary escalation point for project-related issues. Additionally, they will build and lead a high-performing delivery team that operates with accountability, agility, and a focus on strengthening long-term customer relationships.
Responsibilities
Strategic Leadership
· Develop and execute a delivery strategy that prioritizes client outcomes, project predictability, and financial performance.
· Serve as the executive sponsor for large-scale implementations, ensuring alignment between delivery execution and strategic business objectives.
· Define and communicate KPIs tied to client satisfaction (CSAT/NPS), project health, and service profitability.
Client Success & Relationship Management
· Proactively engage with clients to understand goals, resolve issues, and ensure high satisfaction throughout the delivery lifecycle.
· Establish best practices and governance models to ensure smooth onboarding, transparent communication, and client confidence.
· Drive a customer-first mindset across the delivery team, turning each project into a referenceable success story.
· Serve as the point of escalation for all high-visibility or at-risk client engagements, resolving issues swiftly and ensuring executive stakeholders are informed.
· Develop a structured client escalation and resolution framework, reducing recurrence of systemic delivery issues.
Project Execution & Risk Management
· Assess the health and recovery path of all current active projects; implement stabilization plans for any engagements flagged as delayed, over-budget, or at-risk.
· Eliminate 'red' or at-risk projects through early detection systems, escalation frameworks, and rigorous project health checks.
· Implement standardized delivery methodologies and playbooks to ensure consistent execution across all engagements.
· Provide direct oversight to critical or high-risk projects and facilitate recovery plans when needed.
Operational Excellence & Margin Expansion
· Improve professional services margins by optimizing resource utilization, delivery efficiency, and scope control.
· Build and manage a metrics-driven organization that closely tracks forecasted vs. actual delivery effort, identifies delivery inefficiencies, and supports proactive client communication.
· Leverage automation, tooling, and knowledge-sharing to reduce cost per engagement while maintaining quality.
Team Leadership & Talent Development
· Recruit, develop, and retain top-tier talent in project management, implementation consulting, and solution architecture.
· Foster a culture of accountability, continuous improvement, and excellence in execution.
· Provide coaching, mentorship, and clear career progression paths to build a resilient, engaged team.
· Evaluate and strengthen current delivery team structure and accountability models to ensure clear ownership of timelines, deliverables, and client satisfaction.
Qualifications
· 10+ years of experience leading SaaS or enterprise product delivery, with a track record of driving customer satisfaction and service profitability.
· 5+ years in a senior leadership role with full P&L responsibility or margin accountability for professional services.
· Proven ability to recover challenged projects and implement scalable delivery frameworks.
· Deep experience in client-facing roles, with executive presence and conflict resolution skills.
· Strong financial acumen and operational discipline with a metrics-first approach to performance management.
· PMP, Agile, or related certifications preferred.
Preferred Experience
· Experience in public sector or mission-critical enterprise environments.
· Familiarity with enterprise platforms such as Salesforce, ServiceNow, or industry-specific solutions.