About This Role
ICS is on a 10x trajectory â and we're hiring the leader who will build, run, and shape the function that gets us there. You'll
own the entire Client Success and Delivery motion: playbook, metrics, tooling, hiring plan. You'll be a player-coach â leading a
small team AND still rolling up your sleeves on real engagements. You'll be the senior voice with our top clients in hospitality,
financial services, and professional services, and a formal voice-of-the-client channel into product. Built for a self-directed leader
who wants a platform to scale, not a quiet seat to occupy.
What You'll Own:
â
The Function:
⢠The full CS and Delivery playbook, metrics, tooling, and hiring plan.
⢠Translate the 10x plan into what CS and Delivery look like in 12â24 months.
⢠A formal voice-of-the-client channel into product management.
As Player
⢠Senior client voice on top accounts â from kickoff through renewal AND the quiet stretches
⢠Drive delivery outcomes on key engagements â own the hard calls, not just sign off on them
⢠Lead engineering delivery teams across the portfolio
As Coach
⢠Lead and grow a small team â hire, develop, and raise the bar
⢠Wear multiple hats as the business transforms; flex across workstreams
⢠Build the bench so the function scales beyond you
Client Verticals
⢠Hospitality · Financial services · Professional services
Requirements
Ideal Candidate
⢠7â10+ yrs in CS, delivery, or services leadership at a cloud/MSP/IT firm
⢠Track record of building or rebuilding a function â not just running one
⢠Credible context in hospitality and financial services â trust on day one
⢠Self-directed operator â no hand-holding required
⢠Player-coach mindset â leads a team AND still does the work
⢠Genuinely AI-forward in how you operate
How We'll Measure Success
⢠Client retention, renewal, and expansion across the portfolio
⢠On-time / on-budget delivery and CSAT
⢠A built-out, repeatable CS and Delivery motion
⢠Roadmap influence from your client signal
⢠Quantifiable contribution to the 10x plan
Tech Stack
⢠Azure · Entra ID · M365 · SharePoint · Intune · Cybersecurity tooling
⢠Zoho Projects / Zoho Desk · Copilot · Perplexity
Benefits
Build the function, don't inherit one.
You'll define the playbook, the team, and the bar â and live with the results. Most directors inherit decades of process. Here you write it.
AI-forward, not AI-flavored
Perplexity for research, Copilot for analysis and drafting, Zoho automations for the busywork. Your time goes to clients and strategy, not admin.
Shape the 10x trajectory
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We're not asking you to maintain. We're asking you to help us scale. Direct line to the COO, real input on strategy, and upside as ICS grows.
Apply Now
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