Service Delivery Director

Role description

Responsible for continuity renewal and profitability of all accounts within a vertical with a strong focus on delivery governance and operational efficiency

Lead and manage all Account Delivery Managers (ADMs) and act as the single point of accountability for delivery performance across the assigned verticals

Key responsibilities

Drive delivery execution and governance across all accounts within the vertical

Review and track delivery performance across accounts to ensure project-level SLAs budgets and timelines are consistently met

Govern end-to-end delivery lifecycle for accounts via ADMs; intervene on escalations delivery risks and margin deviation issues

Monitor delivery dashboards and red accounts; ensure corrective actions are driven by ADMs with support from PMs and horizontal teams

Track realization of project margins and support ADMs in delivery planning to minimize variance vs. forecast

Ensure capacity planning resource readiness and fulfillment execution in coordination with ADMs staffing and workforce transformation and Horizontal Delivery heads

Drive vertical-level reporting and forecasting cadence for gross margin invoicing and delivery progress; sharing inputs with senior leadership ( COO Vertical Heads etc.) Drive customer satisfaction and delivery excellence across all accounts in the vertical

Directly engage with strategic delivery-facing clients to reinforce trust address complex issues and deepen account-level partnerships

Support ADMs in expanding delivery footprint within accounts through quality-led trust building and proactive stakeholder engagement

Monitor CSAT scores across accounts and drive structured improvement plans with delivery and sales teams Drive governance across accounts and ensure vertical-level delivery oversight

Oversee account-level governance activities and cadence led by ADMs (including QBRs MBRs); ensure escalation trends SLA breaches and delivery risks are addressed

Review invoicing margin realization and fulfillment metrics under vertical delivery governance; coordinate with Sales and Delivery Ops for timely resolution and collections Support vertical-level planning growth and strategic delivery initiatives

Identify vertical-level delivery trends capability gaps and client needs to inform pursuit strategy solutioning alignment and renewal planning across accounts

Provide delivery inputs for new opportunities expansions and upsell/cross-sell initiatives; ensure ADMs are aligned on delivery feasibility and fulfillment readiness during pursuits

Drive workforce planning quality improvements and capability building initiatives in coordination with Delivery Ops and Horizontal Delivery heads

Key Interfaces

Work closely with ADMs for delivery oversight issue resolution and reviews

Partner with Vertical Sales Head & AMs for vertical-level strategy client alignment & growth opportunities

Align with Horizontal Heads and staffing and workforce transformation for capacity planning fulfillment and skill readiness

Work with COO GSO & Vertical Sales Head to track deal pipeline & facilitate demand mgmt.

Coordinate with HR & Horizontal Heads on vertical-specific capability-building initiatives

Key Metrics

KPIs

Gross Margin %

Invoiced Revenue

Client satisfaction (CSAT score)

Cost overruns - Negative margin acc.

KRAs

Delivery Quality scores (SLA compliance COQ COPQ) % On-time delivery

% Variance in GM forecast vs actual