This is a senior role that demands ownership, adaptability, and influence. It's a unique opportunity to elevate how CloudFactory delivers for its clients while shaping scalable delivery systems in a mission-driven, high-performance environment.

Responsibilities:

Service Delivery Oversight

• Lead the day-to-day delivery of services for assigned client accounts.
• Ensure service levels are met and delivery meets agreed quality standards.
• Coordinate across internal functions (such as operations, quality assurance, training, and technology) to resolve issues and implement delivery improvements.

Client Relationship Management

• Maintain and grow strong, trust-based relationships with client stakeholders at the C-Suite level. 
• Act as the primary point of contact for assigned accounts.
• Collaborate with client stakeholders on evolving needs and contribute to account growth and renewal strategies.

Team Leadership & Culture

• Lead, coach, and support delivery teams to maintain a high-performance culture.
• Foster a collaborative, feedback-driven, and results-oriented team environment.

Performance & Escalation Management

• Monitor service delivery performance metrics (including SLAs and KPIs), identifying and addressing any performance gaps proactively.
• Manage client expectations and respond to escalations professionally and promptly.

Reporting & Data Insight

• Report on account health, delivery performance, and associated risks.
• Analyze delivery data and identify opportunities to increase efficiency, reduce waste, and improve client outcomes.

Continuous Improvement

• Identify and implement continuous improvement initiatives to streamline workflows, enhance service quality, and drive operational excellence.

Stakeholder Management 

• Build and maintain strong, trust-based relationships with both internal and external stakeholders by serving as the primary point of contact for assigned client accounts. Collaborate cross-functionally with internal teams (e.g., operations, QA, training, tech) to align on delivery priorities, represent client needs, and ensure timely issue resolution.
• Influence internal stakeholders and support team development while managing client expectations, facilitating strategic conversations, and driving long-term value through effective relationship stewardship.

Requirements

Competencies Requirements

• Client Relationship & Influence – Shapes strategic delivery conversations and influences senior client stakeholders
• Service Delivery Execution – Oversees end-to-end service delivery with clarity, structure, and high accountability
• SLA Management & Team Performance – Drives performance using data and ensures consistent delivery against service standards
• Team Leadership & Coaching – Builds leadership depth and fosters a resilient, accountable delivery culture
• Continuous Improvement – Champions scalable innovation and embeds a culture of learning
• Risk & Issue Management – Anticipates and resolves complex risks through structured, proactive management
• Cross-functional Collaboration – Ensures strong integration across teams and removes organizational blockers
• Business & Commercial Acumen – Connects delivery execution to business value and supports strategic account decisions
• Autonomy & Accountability – Leads independently with full delivery ownership; ensures accountability across the team
• Effective Communication – Communicates with impact and intention, especially in high-stakes delivery scenarios

Qualifications

• Bachelor's degree in Project Management, Business Administration, or technological field such as Engineering, Computer Science.
• Minimum 5 years of experience in service delivery management, project management or client success, including leading teams and large client accounts
• Proven track record of managing delivery across complex or multi-stakeholder environments
• Leadership and coaching experience, especially across distributed or cross-functional teams