Sr Director, Client Delivery Executive

Role Summary

Provides leadership and oversight for the US&C Client Delivery Operations team. Partners closely with regional client management to develop strategy and resolve customer delivery issues in order to achieve operational plan (OP) financial outcomes. Oversees client engagement to ensure successful implementation, training, and adoption of company products and services. Drives Operational Excellence (OX) and takes ownership of client issues throughout the deployment process through to resolution.

Job Description

• Coach and mentor a large team of Client Delivery Executives (CDEs) and CDE Leaders who serve as primary client contacts for daily service operations
• Solve complex, largescale enterprise problems across matrixed organizations
• Own delivery performance and achieve target margins for a business exceeding $500M in annual revenue, driving margin improvement initiatives across account portfolios
• Interface with customer architecture teams and senior leadership on emerging technologies, assess relevance to client environments, and recommend roadmaps
• Build, grow, and strengthen strategic partnerships with a portfolio of clients while meeting top and bottomline objectives
• Lead and manage technical teams operating in blended onsite and offshore delivery models
• Demonstrate excellent written, verbal, and presentation communication skills
• Manage executivelevel (CxO) client relationships, including presenting operational and strategic reviews to senior stakeholders
• Drive Service Excellence Principles (SIP) for underperforming or financially challenged accounts
• Ensure client satisfaction improvement plans are in place and executed to increase Net Promoter Score (NPS)
• Oversee resource management and professional development across the organization
• Monitor delivery quality and client satisfaction through direct engagement with key stakeholders
• Provide guidance to Client Delivery Executives on optimal alignment of service offerings
• Evaluate performance of direct reports and provide coaching using the Unisys performance management process
• Develop succession plans for own role and ensure succession planning for critical organizational roles
• Act as a strategic advisor to the executive leadership team
• Be recognized as an influential and strategic leader internally and externally with clients