Director Delivery

Role Summary:

As a Client Delivery Leader, you will serve as the single point of accountability for delivery success across one or more key client accounts. You will manage service delivery execution, customer satisfaction, governance, and stakeholder alignment to ensure projects and services are delivered on time, within scope, and with the highest quality. The ideal candidate thrives in dynamic environments and is passionate about building lasting customer relationships through operational excellence and value-driven delivery.

Key Responsibilities:

Client Engagement & Satisfaction

• Serve as the primary delivery contact for the client; build trusted relationships with key stakeholders.
• Lead regular cadence calls, weekly status reviews (WSRs), and quarterly business reviews (QBRs).
• Own customer satisfaction (CSAT) metrics and proactively manage feedback and improvement actions.

Delivery Management

• Oversee end-to-end delivery of projects, managed services, and enhancement requests.
• Ensure delivery is in alignment with contracted scope, SLAs, and KPIs.
• Manage RAID logs, resource planning, and issue escalations to ensure seamless delivery execution.

Governance & Reporting

• Drive delivery governance through structured reporting, dashboards, and executive updates.
• Monitor performance metrics, financial health (margins, revenue realization), and resource utilization.

Collaboration & Leadership

• Work closely with Sales, Solution Leads, Practice Heads, and Onsite-Offshore delivery teams.
• Provide mentorship and guidance to project teams; foster a culture of accountability and excellence.
• Identify and escalate opportunities for growth, cross-sell, and transformation initiatives.

Qualifications & Skills:

• Bachelor's degree in Engineering, Information Technology, or a related field; MBA preferred.
• 8+ years of experience in IT services delivery, including 3+ years in a client-facing delivery management role.
• Strong understanding of enterprise platforms (e.g., Oracle, Salesforce, ServiceNow, Workday, Boomi).
• Proven track record in delivering projects with distributed teams (onsite-offshore).
• Excellent communication, stakeholder management, and executive presence.
• Experience with tools such as Jira, ServiceNow, MS Project, Power BI, or similar reporting platforms.

Nice to Have:

• Domain experience in Hi-Tech, Healthcare & Life Sciences, or Manufacturing industries.
• Experience with Agile/DevOps models and AI-led delivery acceleration.
• Certifications: PMP, ITIL, Scrum Master, or equivalent preferred.

Why Jade Global?:

Award-winning enterprise partner (Oracle, Salesforce, ServiceNow, Boomi, and more). Diverse global culture with over 2,000 employees. High-growth environment with opportunities for innovation and leadership. Hybrid work flexibility and inclusive leadership culture.