Delivery Director

• Provide strategic direction and organizational leadership, overseeing the tactical execution of assigned accounts or geographic areas
• Deliver exceptional business partnership experience to the customer while guiding transformation activities
• Identify, refine, and implement best practices for efficient operations, managing IT resources
• Work closely with other leaders to integrate highly valued IT services and solutions
• Accountable for delivering service commitments to the customer
• Develop account plans in coordination with the Client Executive
• Manages the delivery components of the account P&L
• Ensures delivery costs across the full life cycle are within or better than commitments
• Directs teams to meet strategic and operational objectives
• Manages staffing and ensures a diverse, effective workforce
• Oversees career development, planning, performance, and compensation discussions for team members
• Coordinates technical solution team activities to fulfill contract obligations
• Provides complex metrics and reporting to stakeholders
• Identifies and supports opportunities for growth and innovation
• Proactively addresses potential issues to prevent customer impact
• Seeks ways to increase productivity and efficiency
• Maintains effective communication with all stakeholders
• Drives customer satisfaction through development and execution of a Net Promoter Score (NPS) Action Plan
• Leads Customer Operations meetings and ensures Crisis Management/Business Continuity Plans are active
• Accountable for new service catalog items and oversight of new projects
• Provide Managed Services support for a multi-tenant Microsoft 365 environment
• Serve as the escalation point for agency Help Desks and prioritize and resolve escalated end-user and tenant environment issues
• Fulfill requests for application support and administration
• Provide proactive information and reports on system usage, licensing, errors, notifications, and ticket activity
• Develop and gain approval for project plans
• Execute established project plans to manage projects effectively
• Create project schedules and assess the team's ability to meet deadlines
• Delegate tasks to maintain project schedules and quality standards
• Review deliverables before submission to sponsors
• Assess client business needs and develop plans to achieve goals
• Identify and manage risks and issues, developing remediation strategies
• Evaluate impacts on external stakeholders and interfacing systems
• Provide advisory services to assist clients with process and project management
• Produce written status reports
• Facilitate project and team-level status meetings

• Bachelor’s degree (or 8 additional years of relevant experience in lieu of a degree)
• A minimum of 10 +years of service delivery experience within Public Sector and Government Agencies
• A minimum of 5 + years’ experience in an IT project environment encompassing requirements, design, testing, and implementation
• A minimum of 5 + years’ experience in a formal or informal leadership role on IT projects

PMP certification

• medical, dental, and vision insurance with an employer contribution
• flexible spending or health savings account
• life and AD&D insurance
• short and long term disability coverage
• paid time off
• employee assistance
• participation in a 401k program with company match
• additional voluntary or legally-required benefits
• incentive compensation based on individual and/or company performance