VP, Strategic Client Delivery

Role Overview

• Own Customer Satisfaction and Client Experience – Drive high client satisfaction and advocacy by proactively managing client health, building strong executive relationships, and anticipating issues early to prevent escalation.
• Own Account P&L and Financial Performance – Manage profitability of assigned accounts by ensuring delivery is executed within financial targets while optimizing cost, efficiency, and margin.
• Shape service costing and delivery efficiency – Provide input into service costing and delivery models while identifying and implementing ways to deliver services faster, better, and more cost-effectively.
• Drive Growth and Expansion – Continuously identify and execute opportunities to increase revenue within assigned accounts through expansion, cross-sell, and upsell of additional services and solutions.
• Lead Executive Client Engagement – Serve as the executive sponsor and trusted advisor to client leadership teams; build and maintain long-term relationships and lead executive business reviews and governance forums.
• Demonstrate and communicate client value – Ensure clients recognize measurable business value beyond delivery metrics by connecting services to strategic outcomes, cost optimization, risk reduction, innovation enablement, and overall business impact.
• Ensure Delivery Excellence Across Services – Partner with support, application management, and professional services teams to ensure seamless, high-quality delivery and a unified client experience across all services.
• Partner with Global Delivery Centers on service and skills development – Work collaboratively with Global Delivery Centers to identify, develop, expand, and refine services and capabilities based on client needs, delivery priorities, and market demand.
• Manage Risk and Client Health – Proactively identify and mitigate risks to client satisfaction, retention, and profitability; align internal teams to address issues early and maintain strong client outcomes.
• Drive Commercial and Strategic Alignment – Partner with Sales, Marketing, and business leadership to align delivery outcomes with growth objectives; support renewals and influence commercial strategies to maximize client and company value.
• Define, expand, and sustain strategic account priorities – Partner with Sales and Marketing to identify strategic accounts, define the criteria and value drivers that distinguish them, sustain those relationships through differentiated engagement and long-term growth planning, and help elevate additional accounts into strategic account status over time.
• Enable Sales and Marketing on service positioning – Partner with Sales and Marketing to enable the effective positioning and selling of new and evolving professional services and managed services offerings through clear value messaging, internal education, and go-to-market support.
• Mentor and elevate the delivery organization – Serve as a mentor, teacher, and experienced leader within the broader delivery organization by providing guidance, sharing best practices, and applying practical experience to strengthen team capability, execution quality, and leadership effectiveness.
• Strengthen Governance and Operating Discipline – Define and track key client metrics, establish governance models, and drive performance management and continuous improvement across delivery and engagement models.
• Develop account health metrics – Establish internal metrics and indicators that provide a comprehensive view of each account’s true health, including client satisfaction, delivery performance, financial performance, growth potential, and risk signals.
• Advance AI-enabled service delivery – Partner across delivery and operational teams to identify, develop, and implement AI-enabled solutions, tools, and practices that improve service quality, increase speed, reduce cost, and strengthen the scalability of delivery models.

Requirements

• 15+ years of leadership experience in enterprise software, services, or SaaS environments
• Prior leadership experience as a senior Services Delivery Manager or leader of a services delivery organization in a complex enterprise environment
• Experience creating, redesigning, or materially transforming a services delivery organization within a top-tier enterprise software, services, or SaaS company
• Proven experience owning client relationships, P&L performance, and growth outcomes
• Strong track record in executive-level, customer-facing roles managing strategic accounts
• Demonstrated ability to assume senior leadership responsibility quickly and drive immediate operational, client, and commercial impact
• Executive-level client engagement and relationship management expertise
• Strong commercial and financial acumen, including P&L management
• Experience working in complex, matrixed global organizations
• Demonstrated ability to influence cross-functional stakeholders without direct authority

Benefits

• Medical, Dental, and Vision insurance
• Disability insurance
• Paid Parental Leave
• 401(k) program
• Generous Paid time off (PTO)