Delivery Director

Overall ownership of assigned customer relationship(s). Accountable for the delivery of service commitments to customer Develops account plan in coordination with the Customer Executive who owns the integrated, final plan. Manages delivery components of the Account P&L. LOB is responsible for pricing and setting margin and the Customer Delivery Executive owns deal governance and technical certification. Ensures that full life cycle delivery costs are within or better than the delivery costs committed within the approved deal model. Responsible for-profit goals and effectively manages LOB account P&L and forecasts. Directs the efforts of others in the achievement of the strategic and operational objectives of the group. Manages staffing and maintaining a diverse and effective workforce. Responsible for career development/planning, performance and pay discussions of team members. Coordinates the activities of technical solution team members to meet contract obligations. Provides complex metrics and reporting support to all relevant stakeholders. Identifies opportunities for Growth and Innovation and supports planning and execution for the same. Proactively identifies potential issues and drives resolution to avoid customer impact and facilitate continuous service improvement. Identifies opportunities for increased productivity and efficiency through identifying new technologies and new and improved ways of executing operational activities. Builds and sustains effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience. Ensures positive customer experience and satisfaction by developing and executing a Net Promoter Score (NPS) Action Plan. Responsible for holding Customer Governance meetings and accountable for ensuring Crisis Management/Business Continuity Plans are developed and active. A minimum of ten (10) years of service delivery experience within Public Sector and Government Agencies. A minimum of ten (10) years of experience managing and developing people on technical teams. Minimum of (8) years of experience delivering Azure Cloud Services. Minimum of (8) years of experience managing a large portfolio of IT Services. Bachelor's Degree or equivalent work experience. Five (5) years of experience working in a Cloud Services environment. Five (5) years of experience working in a Microsoft M365 environment. Project Management Certification.