Director, Delivery

Role Description

The Director, Delivery - NOAM leads delivery operations across project-based engagements and managed services, ensuring consistent execution, high-quality outcomes, and a strong client experience. The role provides leadership across a multi-level organization of Associate Consultants, Consultants, and Managers, aligning delivery practices, solution quality, operational standards, and service performance across the region.

The Director works across all Sales and Delivery functions to ensure a scalable, repeatable Delivery approach that weaves transformation objectives into executable delivery plans, measurable outcomes, and continuous value. The role also embeds AI-enabled capabilities across delivery workflows, managed services operations, and solution implementation to improve efficiency, consistency, scalability, and decision-making.

Qualifications

• Significant leadership experience in consulting, professional services, delivery, or managed services environments
• Proven experience leading multi-level delivery teams across project-based work and ongoing services
• Significant experience leading delivery within complex, large-scale enterprise transformation programs involving multiple workstreams, stakeholder groups, and delivery teams
• Deep domain expertise in at least one of the following: IT Service Management (ITSM), Software Development Lifecycle (SDLC), or Project, Program, and Portfolio Management (PPPM)
• Proven experience operating within or alongside enterprise PMO and portfolio-governance structures
• Demonstrated commercial acumen, with experience providing delivery input into opportunity shaping, scoping, estimation, SOW review, margin considerations, account expansion, and commercial-risk decisions
• Track record of leading high-stakes client escalations and recovery plans
• Strong executive presence and stakeholder-management skills
• Comfortable leading through ambiguity, incomplete information, and competing priorities
• Experience improving utilization, margin, forecasting, delivery consistency, and scalable operating practices
• Experience delivering transformations enabled by Atlassian or comparable enterprise platforms
• Practical understanding of AI-enabled delivery, automation, and analytics
• Demonstrated success developing leaders, coaching teams, building organizational capability, and fostering an inclusive, high-performance culture

Requirements

• Oversee delivery across project-based implementations and ongoing managed services engagements
• Maintain visibility across project pipelines, support queues, service activity, delivery readiness, execution, and portfolio risk
• Ensure consistent delivery practices, documentation, governance, and outputs across teams and engagements
• Guide team members throughout delivery to maintain alignment with client expectations, delivery standards, and implementation best practices
• Lead executive-level client escalations and engagement recovery
• Review client feedback and engagement performance, identify improvement opportunities, and drive action to strengthen delivery outcomes
• Embed Transformation (Tx) practices within delivery execution and the engagement lifecycle
• Connect client strategy, operating-model needs, capabilities, and technology execution to practical delivery plans and measurable outcomes
• Partner with Transformation, Engagement, Sales, and technical leaders to identify and shape Tx opportunities
• Participate in senior client discovery and transformation-framing conversations
• Ensure transformation recommendations translate into executable delivery
• Develop Delivery Managers and Consultants to operate as trusted advisors
• Ensure a consistent, high-quality client experience across project delivery and managed services
• Build trusted relationships with client stakeholders
• Align client expectations with the solutions and services delivered
• Support teams in client communication, discovery, requirements alignment, and ongoing service interactions
• Ensure delivery contributes to long-term client retention, expansion, and value realization
• Partner with Engagement and Sales leaders to surface follow-on delivery and Tx opportunities
• Provide delivery input on select or complex pre-sales opportunities
• Share lessons from delivery with Sales, Engagement, Transformation, and technical leaders
• Lead and support a multi-level organization spanning Delivery and Managed Services
• Set clear roles, responsibilities, expectations, and decision rights across teams
• Provide regular coaching, mentorship, career-development conversations, and performance alignment
• Support progression, succession, capability development, and hiring plans
• Promote knowledge sharing, collaboration, continuous learning, and an inclusive team culture
• Create meaningful organizational engagement by celebrating successes
• Ensure solutions are aligned with business requirements and implemented according to best practices
• Provide oversight of configuration, administration, workflow design, optimization, integration, and automation practices
• Apply and help evolve delivery models, methodologies, frameworks, standards, and tools
• Promote consistency in documentation, reporting, knowledge management, quality assurance, and delivery governance
• Contribute to effective PMO governance across complex engagements
• Develop reusable assets, proven practices, and shared knowledge
• Use performance data and client feedback to drive corrective actions and continuous improvement
• Oversee resource planning and workload balancing across delivery engagements
• Contribute to workforce and capacity strategies
• Monitor utilization, time tracking, delivery performance, and relevant financial indicators
• Drive improvements in delivery efficiency and margin
• Embed responsible, practical use of AI across delivery workflows
• Drive consistent adoption of AI tools
• Promote appropriate use of AI-enabled capabilities within Atlassian environments
• Identify high-impact AI use cases and translate them into repeatable delivery practices
• Maintain human accountability for client relationships and high-impact decisions

Benefits

• Competitive compensation with an annual performance-based bonus
• Comprehensive Health Insurance
• 401(k) with Company Match
• Generous Paid Time Off (PTO) - 4 weeks per year, plus public holidays
• A flexible remote work policy
• A multicultural and international team environment