VP, Strategic Client Delivery

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of Customer Satisfaction and Client Experience by proactively managing client health, fostering strong executive relationships, and anticipating potential issues early to avert escalation.

• Manage Account P&L and Financial Performance to ensure the profitability of assigned accounts by adhering to financial targets while optimizing costs, efficiency, and margins.

• Influence service costing and delivery efficiency by providing insights into service pricing and models while discovering and implementing methods to deliver services more swiftly, effectively, and economically.

• Promote Growth and Expansion by consistently identifying and seizing opportunities to boost revenue within assigned accounts through the expansion, cross-selling, and upselling of additional services and solutions.

• Lead Executive Client Engagement as the executive sponsor and trusted advisor to client leadership teams; cultivate and sustain long-term relationships and lead executive business reviews and governance forums.

• Illustrate and communicate client value by ensuring clients recognize measurable business value that extends beyond delivery metrics, linking services to strategic outcomes, cost optimization, risk reduction, innovation facilitation, and overall business impact.

• Ensure Delivery Excellence Across Services by collaborating with support, application management, and professional services teams to guarantee seamless, high-quality delivery and a cohesive client experience across all services.

• Collaborate with Global Delivery Centers to enhance service and skills development, working together to identify, develop, expand, and refine services and capabilities based on client needs, delivery priorities, and market demands.

• Manage Risk and Client Health by proactively identifying and addressing risks to client satisfaction, retention, and profitability; align internal teams to tackle issues early and maintain strong client outcomes.

• Drive Commercial and Strategic Alignment by partnering with Sales, Marketing, and business leadership to align delivery outcomes with growth objectives; support renewals and influence commercial strategies to optimize client and company value.

• Define, expand, and sustain strategic account priorities by collaborating with Sales and Marketing to recognize strategic accounts, establish criteria and value drivers that differentiate them, maintain those relationships through specialized engagement and long-term growth planning, and assist in elevating additional accounts to strategic account status over time.

• Enable Sales and Marketing on service positioning by partnering to facilitate the effective positioning and selling of new and evolving professional services and managed services offerings through clear value messaging, internal training, and go-to-market support.

• Mentor and elevate the delivery organization by serving as a mentor, teacher, and experienced leader within the broader delivery team, offering guidance, sharing best practices, and applying practical experience to enhance team capability, execution quality, and leadership effectiveness.

• Strengthen Governance and Operating Discipline by defining and monitoring key client metrics, establishing governance models, and driving performance management and continuous improvement across delivery and engagement frameworks.

• Develop account health metrics by establishing internal indicators that provide a comprehensive view of each account’s true health, encompassing client satisfaction, delivery performance, financial performance, growth potential, and risk signals.

• Advance AI-enabled service delivery by collaborating across delivery and operational teams to identify, develop, and implement AI-driven solutions, tools, and practices that enhance service quality, accelerate speed, reduce costs, and improve the scalability of delivery models.

⛳️ Requirements

• Over 15 years of leadership experience in enterprise software, services, or SaaS environments.

• Previous leadership experience as a senior Services Delivery Manager or head of a services delivery organization in a complex enterprise setting.

• Experience in creating, redesigning, or significantly transforming a services delivery organization within a leading enterprise software, services, or SaaS company.

• Proven track record in managing client relationships, P&L performance, and growth outcomes.

• Strong history in executive-level, customer-facing roles managing strategic accounts.

• Demonstrated capacity to quickly assume senior leadership responsibilities and drive immediate operational, client, and commercial impact.

• Expertise in executive-level client engagement and relationship management.

• Strong commercial and financial acumen, including P&L management.

• Experience working in complex, matrixed global organizations.

• Proven 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).