Country:

United States

Cities:

Atlanta, Dallas, Ft. Lauderdale, Houston, Washington DC

Area of expertise:

Delivery Management

Job Description

Delivery Management, Client Success Delivery Lead             

Career Level:   Director


As a Client Success Delivery Executive, you are responsible for the overall client experience score for clients in your assigned Portfolio along with overall delivery performance, policy compliance, and delivery management capability development. You will be responsible for overseeing and developing delivery strategy to achieve client success, delivery, and financial performance measures. You will work closely with your Portfolio Executive, Regional Global Solution Area (GSA) and Offering Leads, and Regional Sales Leadership to define and implement delivery strategy, operations, and initiatives to support cross-GSA solutions and outcomes, ensuring Avanade delivers full-spectrum solutions and value for clients and results for the business.

You will be accountable for ensuring successful client and delivery outcomes through leadership in your region. You will report to the Region Delivery Executive and have dotted line responsibility of Delivery Leads operating within your Portfolio to drive regional delivery results. You will also work in close partnership with the sales organization to drive offerings to target clients, supporting long-term health of the portfolio and Avanade. Overall, you must also partner with Talent Community Leads to focus on resource and skill needs, both present and future, to ensure the organization is ready for and adapting to market changes.


Key Role Responsibilities:         

Establish yourself within the client team as the advocate for the client within Avanade.  Determine measures and metrics critical to the client and instrument into the delivery process.  Partner directly with deal owners and Portfolio leadership to ensure client success measures are reviewed at the highest levels and escalations are managed within a timely manner.
Measure and manage the Voice of the Client (VoC) survey process for clients within your Portfolio. Collaborate with Regional VoC Executive Sponsor and Program Manager on planning, execution, and follow-up actions.
Leadership, planning, project coordination and management of the Delivery Management (DM) function in the Portfolio team.
Escalation management and DM issue resolution, including status and risk reporting, across the Portfolio.
Orchestrate project escalation, issue resolution, and recovery in coordination with the Regional Leadership Team and Area GSA Delivery Lead(s).
Support Portfolio Sales Opportunities including proposal and contract reviews, and Opportunity QA reviews and risk assessment.
Focuses on the execution of the delivery and quality process, including monitoring of compliance and results, and identifying any improvement actions necessary (through Delivery Operations).
Define and execute regional strategy; align to Global Solution Area strategy to ensure positive organizational results.
Support business development through all stages of the DEEPR deal pursuit process; review and approve deals at the Regional approval level.
Manage effective delivery of GSA work to clients, ensuring adherence to Avanade methodologies to meet Avanade and client financial expectations; collaborate with Delivery Management Talent Community members or Delivery Leads to surface delivery issues and estimate EAC outcomes.
Maximize involvement of ATC and DMSC in solution planning, delivery, and ensure that deals are shaped to optimize use of the ATC (and DMSC) network.
Partner with Talent Community leads to determine priorities for staff positioning on client projects, business development activities and internal investments initiatives.
Oversee and participate as appropriate in project mobilization activities including Sales to Delivery handoff and project kickoff with both Avanade and Client stakeholders.
Monitor compliance with Policy 0017 (Quality Assurance) on all projects requiring Delivery QA reviews within your Portfolio.  Participate in QA readout calls and monitor completion of recommended actions.

 

Key Role Skill & Capability Requirements:         

Your technical and non-technical skills may include:

Establishing rapport with client stakeholders directly for the purpose of understanding client success factors

Experience delivering solutions for client organizations through complex solutions/projects with heavy client interaction

Track record in developing and growing long-term, high-value client relationships

Significant experience with offshore/nearshore teams and delivery

Experience growing a portfolio of business through strategy and sales contribution

Experience establishing delivery leadership presence in the minds of key clients through client interactions and executive presence

Experience overseeing and growing a team of delivery leaders across multiple client projects

Experience in leading or guiding the recovery of a challenging client engagement including engaging directly with client stakeholders

Excellent leadership and communication skills including strong negotiation capabilities

Strong consulting / project-based background, including assessing and managing the opportunity and risk associated with large-scale, complex projects


Preferred Certifications:            

·       Certified Delivery Lead (SIDL) required, Certified Solution Architect (SISA or AOSA) and Certified QA Director (QAD) preferred

Preferred Education Background:          

·       You will likely possess a Bachelor's degree (or equivalent), preferably in business or technology-related field. An advanced degree is strongly preferred, particularly technical (IT, engineering, or related) or MBA

Preferred Years of Work Experience:    

·       You will likely have 10+ years of relevant technology business leadership experience, including solution sales, creation, delivery, and business management (or relevant field)

Preferred Years of Management Experience:    

·       5+ years of delivery leadership that includes client relationship and large program management experience


Nature of Work: Collaboratively sets strategic objectives with other leaders, and other managers as they deliver against strategic plans; monitors operational effectiveness and intervenes to increase likelihood of success.


Scope of Work: Translates high-level strategy into more localized strategy and operational objectives.


Complexity: Highly complex problems, often requiring analysis of near-intangible factors, creative solutioning, and significant networking to succeed.


Discretion: Authority to establish standards and shift overall direction of projects and programs in response to functional strategy.


Leadership Stakes: Failure likely to cause business unit to fail annual objectives.


Scope of Financials: Owns attainment of delivered revenue and margin in support of sold revenue and margin on all direct Avanade accounts within the region.


Supervision Received: Operates with latitude in determining focus and approach to work objectives. Reports directly to Regional Delivery Executive.


Knowledge Applied: Applies expert knowledge of a learned professional occupation / discipline and demonstrable, broad knowledge of business operations and organizational strategy.


Accountabilities & Metrics:       

Role Priority Metrics:

Client Experience and Client Satisfaction for Portfolio

Delivered Margin (i.e., Sold vs Delivered Margin) for Portfolio

Negative EACs as % of Direct Revenue

Achievement of regionally set performance metrics such as chargeability

Compliance with Avanade policies and business controls

Quality Assurance (QA), Client Data Protection (CDP), Managed Delivery, etc.


Avanade requires all new hires to be fully vaccinated against COVID-19 as a condition of employment. Avanade will consider requests for medical or religious accommodation to this vaccination requirement on an individual basis.

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About Avanade

Avanade is the leading provider of innovative digital, cloud and advisory services, industry solutions and design-led experiences across the Microsoft ecosystem. Every day, our 56,000 professionals in 26 countries make a genuine human impact for our clients, their employees and their customers. 


We have been recognized as Microsoft’s Global SI Partner of the Year more than any other company. With the most Microsoft certifications (60,000+) and 18 (out of 18) Gold-level Microsoft competencies, we are uniquely positioned to help businesses grow and solve their toughest challenges.


We are a people first company, committed to providing an inclusive workplace where employees feel comfortable being their authentic selves. As a responsible business, we are building a sustainable world and helping young people from underrepresented communities fulfil their potential. 


Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation. Learn more at www.avanade.com