Client Delivery Director

Job Summary

Strong communication with good stakeholder management skills

Familiarity with S4 and global templates/ roll outs including OTC, P2P, R@R, CPI/ Integration

Has led support/ Application Maintenance team of 50+ consultants for medium to large scale SAP systems

Managed P&L and understands the commercial construct well

Driving business aligned KPI and has sufficient exposure to working with business teams

ITIL certified

Automation/ Gen AI and AI Agent first mindset

Key Responsibilities

Client & Stakeholder Management

■ Serve as the primary point of contact for senior client stakeholders including CIO, CTO, and VP-level executives.

■ Build and sustain trusted, long-term client relationships; proactively manage client expectations and satisfaction.

■ Conduct regular service review meetings (weekly, monthly, quarterly) and present performance dashboards.

■ Drive account growth by identifying expansion opportunities, new service areas, and upsell potential.

■ Ensure contractual obligations are met and manage any scope change discussions professionally.

■ Manage a broad stakeholder landscape including client leadership, internal delivery teams, vendors, third-party

■ Facilitate effective governance forums including steering committees and service review boards.

■ Negotiate and align on priorities, trade-offs, and escalation resolutions across stakeholder groups.

■ Prevent escalations thru relationship and metrics

Key Responsibilities

AI leadership & AI first Approach

■ Strong working knowledge and exposure of AI/ agentic interventions to drive efficiencies and value, drive AI roadmap for customer and engagement

Team Management

■ Lead, mentor, and develop a high-performing cross-functional delivery team (L1/L2/L3, project managers, process leads).

■ Define roles, responsibilities, KPIs, and performance objectives for all direct and indirect team members.

■ Drive a culture of accountability, continuous learning, and service excellence across the team.

■ Identify skill gaps, coordinate training, and support career development planning for team members.

■ Manage team morale and retention, especially in high-pressure delivery environments.

Resource Fulfillment

■ Own end-to-end resource planning, forecasting, and fulfillment in alignment with project demands and SLA requirements.

■ Coordinate with HR, talent acquisition, and practice teams to onboard critical resources in a timely manner.

■ Manage resource allocation, utilization optimization, and bench management to minimize gaps.

■ Track headcount against contractual commitments and initiate augmentation requests when structural gaps emerge.

■ Manage third-party vendor and subcontractor engagements to supplement delivery capacity as required.

Proactive Risk Management

■ Maintain a live risk and issue register; proactively identify, assess, and mitigate delivery, commercial, people risk

■ Implement early warning systems and escalation triggers before risks materialize into incidents or SLA breaches.

■ Drive problem management and root cause analysis (RCA) processes; ensure robust corrective and preventive actions (CAPA).

■ Conduct regular health checks on service delivery operations and initiate improvement plans where gaps exist.

Communication & Reporting

■ Deliver clear, concise, and structured verbal and written communications

■ Prepare and present executive-level reports, MIS dashboards, and service performance packs.

■ Ensure transparency in all escalation communications without creating unnecessary alarm.

■ Champion communication best practices within the delivery team to maintain consistent messaging with the client

Skill Requirements

Technical/ Delivery Oversight 

■ Maintain strong working knowledge of the managed technology landscape (applications, data, cloud, ITSM).

■ Provide technical direction and validate solutions proposed by delivery teams during critical incidents or change activities.

■ Drive engineering reviews, metrics, and governance

■ Champion ITIL best practices and drive adoption of automation and tooling to improve service efficiency.

■ Participate in architecture, change management, and deployment governance to minimize delivery risk.

■ ITIL/ Deep Support & maintenance exposure, drives SLAs, support governance and user delight

■ SAP functional/ tech landscape

■ Participate in architecture, change management, and deployment governance to minimize delivery risk

Other Requirements