Technical Delivery Director

Job description

We are seeking an experienced **Technical Delivery Director** to lead and oversee end-to-end service delivery, operations, client engagement, and business growth initiatives. The role requires strong leadership in managing large delivery teams, driving operational excellence, ensuring customer satisfaction, and delivering profitable business outcomes. The ideal candidate will possess deep expertise in **Application Development/Application Management (AD/AM)**, transformation programs, governance, and commercial management while fostering innovation and strategic growth. **Key Responsibilities:-** **Service Delivery & Operations:** - Own and lead end-to-end service delivery and operations for assigned delivery units, including remote delivery models. - Ensure consistent achievement of service levels, operational KPIs, and customer commitments. - Improve overall service delivery quality by at least 30% through process optimization, automation, and continuous improvement initiatives. - Drive operational excellence and establish scalable delivery frameworks. **Client & Stakeholder Management:** - Build and maintain strong relationships with clients, executive stakeholders, and business partners. - Drive customer satisfaction, retention, and engagement, targeting a 30% improvement in client satisfaction metrics. - Act as the primary escalation point for critical delivery, operational, and commercial issues. - Conduct regular business reviews and strategic planning sessions with customers. **Delivery Leadership & People Management:** - Lead, mentor, and develop delivery managers, technical leads, and cross-functional teams. - Manage workforce planning, resource allocation, succession planning, and talent development. - Foster a high-performance culture focused on accountability, collaboration, and innovation. - Drive employee engagement and capability-building initiatives. **Commercial & Financial Management:** - Own the P&L for the delivery unit and ensure financial targets are achieved. - Drive profitability improvements of at least 15% year-over-year. - Manage budgets, forecasting, revenue growth, cost optimization, and margin improvement initiatives. - Lead contract governance and ensure commercial obligations are met. **Governance, Risk & Compliance:** - Establish and maintain robust governance frameworks, operating models, and reporting mechanisms. - Manage SLAs, OLAs, OKRs, KPIs, and contractual commitments. - Identify, assess, and mitigate delivery, operational, financial, and technology risks. - Ensure adherence to quality standards, regulatory requirements, and compliance policies. **Change, Transition & Transformation:** - Lead large-scale change, transition, and transformation programs across service and technology domains. - Drive modernization initiatives and operational transformation programs. - Oversee successful onboarding, transitions, migrations, and service stabilization activities. - Enable transformation from traditional delivery models to outcome-based service offerings. **Technology Leadership:** - Provide strategic direction and technical oversight across Application Development and Application Management (AD/AM) engagements. - Collaborate with technology leaders to drive innovation, modernization, automation, and digital transformation initiatives. - Support organizational technology strategies and enterprise-wide initiatives. **Business Growth & Innovation:** - Identify and develop new business opportunities through an intrapreneurial mindset. - Support account growth, solution development, and expansion opportunities within existing customers. - Drive migration from Time & Material (T&M) engagements to Fixed Price and Outcome-Based delivery models. - Contribute to proposal development, solution reviews, and strategic business pursuits. **Thought Leadership & Partnerships:** - Represent the organization in industry forums, client engagements, and internal leadership initiatives. - Publish and promote thought leadership content internally and externally. - Collaborate with strategic partners, including Independent Software Vendors (ISVs) and Independent Hardware Vendors (IHVs), to drive joint business growth and innovation. **Required Qualifications:** - Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field. Master's degree preferred. - **18+ years of experience in IT services, technology delivery, or engineering leadership roles.** - Proven experience managing large-scale delivery organizations and distributed teams. - Strong expertise in Application Development and Application Management (AD/AM) environments. - Demonstrated success in P&L ownership, financial management, and margin improvement. - Experience managing enterprise clients and executive-level stakeholders. - Strong understanding of service management, governance, risk management, and compliance frameworks. - Experience leading digital transformation, transition, migration, and modernization programs. - Knowledge of Agile, DevOps, ITIL, Lean, and modern delivery methodologies is preferred. - Willingness to travel domestically and internationally as required. **Key Performance Indicators (KPIs):** - 30% improvement in client satisfaction and engagement metrics. - 30% improvement in service delivery quality and operational efficiency. - 15% year-over-year improvement in delivery unit profitability. - Achievement of SLA, KPI, OKR, and contractual commitments. - Growth in revenue, customer retention, and account expansion. - Successful transition of engagements from T&M to Fixed Price and Outcome-Based models. - Employee engagement, retention, and leadership development outcomes. **Core Competencies:** - Strategic Leadership - Delivery & Operations Management - Financial & P&L Management - Client Relationship Management - Digital Transformation - Risk & Governance Management - Change & Transition