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 

KPIs 

• 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