Associate Director, Technical Services Delivery

The Associate Director of Delivery is responsible for leading a portfolio of professional services programs, ensuring delivery excellence, developing delivery teams, driving customer satisfaction, and supporting business growth. This role partners closely with Delivery Directors, Strategic Account Leaders, Account Managers, Sales, and customer stakeholders to execute strategic initiatives and achieve client outcomes.

Program & Portfolio Leadership   Lead day-to-day delivery execution and portfolio health across a portfolio of programs while ensuring alignment to client   objectives , contractual commitments, and delivery expectations.   Execute established delivery standards, governance processes, and best practices across engagements while   identifying   opportunities for continuous improvement.   Partner with leadership to translate strategic   objectives   into execution plans, milestones, and measurable outcomes.   Drive consistency in delivery while adapting approaches to meet customer and program-specific needs.   People Leadership & Talent Development   Lead, mentor, and develop Project Managers, Technical Project Leads, Project Coordinators, and   delivery   team members across assigned accounts.   Create a culture of accountability, continuous improvement, and professional growth.   Identify   capability gaps and partner with leadership to support hiring, onboarding, and training initiatives.   Foster a collaborative, high-performing delivery organization.   Client & Stakeholder Management   Act as a primary escalation point for delivery issues while driving customer satisfaction and partnering with senior leadership on complex client situations.   Partner with Sales, Account Management, and Executive Leadership during pre-sales, solution design, and delivery transitions.   Financial & Commercial Leadership   Manage portfolio financial performance, including revenue forecasting,   utilization , resource planning, profitability, delivery margin targets, and billing predictability.   Ensure programs are delivered within scope, budget, and timeline expectations.   Drive effective resource planning and demand management.   Collaborate with Sales and Solutions teams on scope management, change orders, and commercial risk mitigation.   Delivery Governance & Risk Management   Implement governance frameworks covering status reporting, issue management, and risk escalation.   Proactively   identify   and mitigate delivery, operational, and client risks.   Drive disciplined change management and   scope   control processes.   Ensure compliance with contractual obligations, internal policies, and regulatory requirements.   Operational Excellence   Continuously improve delivery methodologies, tools, and best practices.   Utilize KPIs and performance metrics to drive operational improvements and delivery quality.   Support efficiency, scalability, and standardization initiatives across the portfolio.

7+ years of experience in program management, operations leadership, engineering, consulting, or related delivery environments.   Experience leading complex delivery programs within retail, supply chain, transportation,   logistics , technology, or related business environments.   Proven   success   managing a portfolio of programs and delivering measurable business outcomes.   Strong understanding of project management, program management, and professional services delivery.   Experience leveraging KPIs, delivery metrics, and operational reporting to drive performance and customer outcomes.