Technology Client Engagement Office, MD

Job Description

Technology Client Engagement Office, MD  

This is a senior execution leadership role responsible for driving delivery for the unified client engagement operating model within technology.   The role reports directly to the Head of Technology Client Engagement (SVP) who is accountable for transforming fragmented client engagement practices into a single, cohesive organisation that delivers clear ownership, consistent messaging, improved client outcomes, and measurable productivity.

The role will act as the primary delivery counterpart to the SVP, ensuring transformation moves from design into scaled and controlled execution.  

Executive Accountability

The managing director will be the single point of contact of accountability for

• Execution of the new client engagement lifecycle model globally
• Delivers measurable improvements in client experience, speed and consistency
• Ensures transformation is operationalised

Key Responsibilities

Operating Model Execution and Delivery

• Lead the implementation of the centralised client engagement operating model, embedding standard process, governance and accountability across all lifecycle stages
• Drive elimination of fragmented engagement practices through consistent execution, playbooks and delivery disciplines
• Ensures alignment of global teams to a single, cohesive organisation with clear ownership and accountability

Client Lifecycle & Deal Execution

• Oversee  the implementation of end to end client lifecycle delivery under the newly created framework
• Lead and operationalise the deal lead / deal pod model ensuring structured execution for priority clients
• Provide senior oversight of complex client engagements, delivery risks and escalations

Governance, Risk and Performance

• Embed governance, decision rights and escalation frameworks across the client technology lifecycle management
• Drive performance management against enterprise KPs
• Ensure consistent integration with firm-level governance and deal forums

Client Experience Outcomes

• Accountable for delivery of improved client outcomes, including consistency, responsiveness and experience quality
• Translate insights into feedback and execution-led improvements in lifecycle delivery

Executive Engagement

• Act as the senior delivery counterpart to CIOs, COOs and C-suite stakeholders
• Manage complex stakeholder dynamics, including conflicting priorities and cross organisational dependencies
• Protect delivery credibility by addressing risks early and decisively
• Actively coach senior leaders and resolve delivery challenges

Education and Preferred Qualifications

• Bachelor’s degree in business, technology, or related discipline; advanced degree (MBA or equivalent) strongly preferred
• Significant leadership experience driving enterprise wide, multi-year transformation programmes, particularly in client-facing or service-led organisations
• Proven track record of operating model design and large-scale centralisation, delivering measurable improvements in efficiency, consistency, and client experience
• Deep experience in client engagement, relationship management, and lifecycle delivery, ideally across complex, global organisations
• Demonstrated accountability for end-to-end delivery outcomes, including governance, risk management, and performance against enterprise KPIs
• Strong experience leading complex client engagements and senior stakeholder interactions, including oversight of high-impact deals or at-risk relationship
• Ability to lead in highly matrixed environments, influencing across business, technology, and client-facing functions at senior levels
• Strong commercial and strategic mindset, with the ability to translate transformation strategy into scalable execution and client impact
• Experience driving data-led performance management, using metrics to improve delivery quality, speed, and client outcomes

About State Street

What we do. State Street is one of the largest custodian banks, asset managers and asset

intelligence companies in the world. From technology to product innovation, we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.

Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary by location, but you may expect generous medical care, insurance and savings plans, among other perks. You’ll have access to flexible Work Programs to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.

Equal Opportunity Employer. As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

State Street is an equal opportunity and affirmative action employer.

Discover more at StateStreet.com/careers

Salary Range:

The range quoted above applies to the role in the primary location specified. If the candidate would ultimately work outside of the primary location above, the applicable range could differ.

Employees are eligible to participate in State Street’s comprehensive benefits program, which includes: our retirement savings plan (401K) with company match; insurance coverage including basic life, medical, dental, vision, long-term disability, and other optional additional coverages; paid-time off including vacation, sick leave, short term disability, and family care responsibilities; access to our Employee Assistance Program; incentive compensation including eligibility for annual performance-based awards (excluding certain sales roles subject to sales incentive plans); and, eligibility for certain tax advantaged savings plans.

For a full overview, visit https://hrportal.ehr.com/statestreet/Home.

About State Street

Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.

We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.

As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.

Discover more information on jobs at StateStreet.com/careers

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Job Application Disclosure:

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.