Delivery Senior Director

Overall delivery ownership of assigned customer relationship(s); accountable for the delivery of service commitments to customer(s). Leads stakeholder engagement across agency leadership, policy teams, legal/compliance offices, and external partners. Manage delivery in politically visible, highly scrutinized environments with strong expectations for transparency and accountability. Works with the Client Executive to lead executive level review with client leadership, providing insights on delivery performance, risks, service improvement opportunities, and aligned roadmaps. Leads delivery improvement and initiatives that enhance service quality, efficiency, and customer satisfaction with tracked outcomes. Identifies cross-agency and portfolio level opportunities to standardize services, reuse delivery processes, and improve consistency and value across client environments. Manages delivery components of Account P&L. Owns deal governance and technical certification. Ensures the full life cycle delivery costs and margins are within or better than the delivery costs committed within the approved deal model. Effectively manages to the LOB account P&L and forecasts. Provides complex metrics and reporting support to all relevant stakeholders. Manage 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. 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 to maximize 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 any required 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 in technical teams. Minimum of (8) years of experience managing a large portfolio of IT Services. Bachelor's Degree or equivalent work experience. Project Management Certification.