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.