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 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 #J-18808-Ljbffr Black Box Corporation