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 verticalsKey responsibilitiesDrive delivery execution and governance across all accounts within the verticalReview and track delivery performance across accounts to ensure project-level SLAs, budgets, and timelines are consistently metGovern end-to-end delivery lifecycle for accounts via ADMs; intervene on escalations, delivery risks, and margin deviation issuesMonitor delivery dashboards and red accounts; ensure corrective actions are driven by ADMs with support from PMs and horizontal teamsTrack realization of project margins and support ADMs in delivery planning to minimize variance vs. forecastEnsure capacity planning, resource readiness, and fulfillment execution in coordination with ADMs, staffing and workforce transformation and Horizontal Delivery headsDrive 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 verticalDirectly engage with strategic delivery-facing clients to reinforce trust, address complex issues, and deepen account-level partnershipsSupport ADMs in expanding delivery footprint within accounts through quality-led trust building and proactive stakeholder engagementMonitor CSAT scores across accounts and drive structured improvement plans with delivery and sales teams Drive governance across accounts and ensure vertical-level delivery oversightOversee account-level governance activities and cadence led by ADMs (including QBRs, MBRs); ensure escalation trends, SLA breaches, and delivery risks are addressedReview 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 initiativesIdentify vertical-level delivery trends, capability gaps, and client needs to inform pursuit strategy, solutioning alignment, and renewal planning across accountsProvide delivery inputs for new opportunities, expansions, and upsell/cross-sell initiatives; ensure ADMs are aligned on delivery feasibility and fulfillment readiness during pursuitsDrive workforce planning, quality improvements, and capability building initiatives in coordination with Delivery Ops and Horizontal Delivery headsKey InterfacesWork closely with ADMs for delivery oversight, issue resolution, and reviewsPartner with Vertical Sales Head & AMs for vertical-level strategy, client alignment & growth opportunitiesAlign with Horizontal Heads and staffing and workforce transformation for capacity planning, fulfillment and skill readinessWork with COO, GSO & Vertical Sales Head to track deal pipeline & facilitate demand mgmt.Coordinate with HR & Horizontal Heads on vertical-specific capability-building initiativesKey MetricsKPIsGross Margin %Invoiced RevenueClient 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