Service Delivery Director

Job description

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, invoici...