Job Summary
The Director of Client Delivery is a senior leader responsible for driving successful client outcomes, portfolio visibility, delivery consistency, and scalable operating practices across Business Applications engagements. This role provides leadership to the Program Management team, strengthens project governance, improves resource planning discipline, and helps the organization scale with more structure, visibility, and accountability.
This person serves as a key bridge between clients, project teams, technical leaders, sales, finance, and executive leadership. They will help define what success looks like for each engagement, ensure delivery teams are aligned around client needs and business priorities, and build the processes, documentation, metrics, and operating rhythms needed to deliver high-quality work consistently.
The ideal candidate is operationally strong, commercially aware, comfortable leading change, and able to bring structure without slowing the business down. They should be able to navigate client-facing conversations, project escalations, portfolio health discussions, resource planning, sales-to-delivery handoffs, and process improvement efforts with confidence and clarity.
Essential Functions
Client Delivery Leadership
- Serve as a senior client-facing leader for strategic, complex, or high-visibility Business Applications projects.
- Help define client goals, success criteria, project expectations, delivery priorities, and measurable outcomes.
- Partner with clients and internal teams to ensure project outcomes are clearly understood and actively managed.
- Participate in key client meetings, steering committee discussions, escalations, and project health reviews.
- Build trust with client stakeholders by bringing clarity, accountability, and proactive communication to delivery.
- Provide executive leadership with a clear view of portfolio health, financial risk, resource constraints, client sentiment, and delivery trends.
- Lead quarterly portfolio reviews with sales, delivery, finance, and executive leadership.
- Identify delivery trends, recurring risks, and operational gaps that may affect client satisfaction, delivery margin, team capacity, or long-term account health.
Program and Project Management Leadership
- Provide direct leadership, coaching, and accountability for the Program Management team.
- Establish role expectations, performance standards, career development paths, and accountability rhythms for the delivery management function.
- Set clear expectations for project planning, communication, documentation, risk management, financial awareness, and client engagement.
- Review project health across the portfolio and identify risks, trends, and support needs.
- Ensure projects have appropriate governance, including status reporting, issue tracking, decision documentation, and escalation paths.
- Help the PM team deliver outcome-focused project leadership.
Delivery Operations and Consistency
- Develop and improve Keystone delivery standards, project templates, documentation practices, governance models, and operating rhythms.
- Drive consistency across project kickoff, planning, execution, status reporting, change control, and project closeout.
- Partner with delivery leaders to improve how teams define scope, manage expectations, document decisions, and communicate progress.
- Identify gaps in current delivery processes and lead practical improvements that make projects easier to manage and easier for clients to understand.
- Support a culture of disciplined delivery without creating unnecessary bureaucracy.
- Establish portfolio-level reporting to improve visibility into delivery health, project risk, utilization, client sentiment, and delivery performance.
- Partner with technical directors and practice leaders to improve team utilization, delivery quality, and client outcomes.
Resource Planning and Cross-Functional Alignment
- Own resource planning discipline across the Business Applications portfolio.
- Lead regular resource planning discussions in partnership with technology directors, managers, and solution architects.
- Monitor utilization, capacity, skills gaps, and upcoming demand in partnership with technology directors.
- Help align project demand, team capacity, skill availability, timelines, and client priorities.
- Facilitate resource planning routines that improve visibility and reduce last-minute staffing conflicts.
- Improve forecasting accuracy for delivery demand and staffing needs.
- Partner with technology directors to ensure project teams are organized effectively and delivery commitments are realistic.
- Help leadership understand where capacity, skills, utilization or process gaps may impact project delivery or client outcomes.
Client Success and Business Partnership
- Partner with sales, delivery, and client services to support a smooth transition from sales to implementation to support.
- Review delivery approach, assumptions, risk, staffing model, and implementation readiness before SOW approval.
- Help ensure Statements of Work, estimates, assumptions, and project plans are aligned before implementation begins.
- Help reduce under-scoped projects, unclear assumptions, avoidable change orders, and delivery commitments that are not realistic.
- Partner with Sales to balance client expectations, delivery feasibility, and profitability.
- Support project recovery efforts when engagements are off track.
- Identify opportunities to improve the client experience before, during, and after implementation.
- Provide leadership with visibility into portfolio health, delivery risks, client sentiment, and improvement opportunities.
Financial and Business Performance Awareness
- Partner with finance and internal operations to improve visibility into project profitability, utilization, resource constraints, and financial risk.
- Identify patterns that may contribute to revenue leakage, rework, avoidable escalations, or missed delivery expectations.
- Support corrective action when delivery performance affects client satisfaction, profitability, or team capacity.
- Help leadership make informed decisions about prioritization, staffing, delivery commitments, and operational improvements.
- Use data, client feedback, and delivery trends to improve portfolio-level decision-making.
Change Leadership
- Help lead the organization through a more consistent and scalable delivery model.
- Influence teams to adopt better documentation, planning, communication, forecasting, governance, and accountability practices.
- Bring people along through change by explaining the “why,” listening to concerns, and creating practical solutions.
- Model accountability, collaboration, and client-centered decision-making.
- Scale delivery operations through process, governance, metrics, leadership discipline, and cross-functional alignment.
Lead, Manage, and Accountability (LMA):
- Run L10 meetings, define metrics, define rocks, and IDS issues.
- Keep expectations clear, communicate well, reward and recognize your team.
- Deliver right meeting pulse, weekly 1:1’s, quarterly conversations, annual performance reviews.
- Use the necessary tools – Resources, Training, Technology, People, Time & Attention, Accountability Chart.
- Enforce discipline in our processes and hold team members accountable for following our guidelines.
- Lead Performance Management for your team, including using People Analyzer, PIPs, Code of Conduct, Progressive Corrective Action Policy, Career Growth & Professional Development.
- Resource management, including capacity planning, productivity, and forecasting.
- Participate in time entry and expense reporting review and approval process.
- Manage and mentor Business Applications team members.
- Provide guidance to team members regarding how to meet goals and other objectives.
- Lead professional development initiatives to ensure the team is staying relevant with the business applications, industry verticals, and program management best practices.
- Identify strengths and issues; drive and develop better behavior (team building, skill enhancement, training).
- Participate actively in the recruiting process for team members as well as rapidly onboard new team members.
- Encourage and support employee engagement to enhance the success of Arctic IT.
- Portray our core values and represent our brand appropriately and lead by example.
- Build strong relationships with team members and external contacts.
- Utilize our team and delegate tasks appropriately to increase efficiency and execution timing.
- Participate in internal projects including new offerings and process improvement.
- Participate in career growth and learning plans, performance reviews, and goal planning for team members.
Qualifications
- 10+ years of experience in technology consulting, professional services delivery, implementation leadership, or client delivery operations.
- 7+ years of people leadership experience, preferably leading technical teams, project managers, or cross-functional delivery teams.
- Experience improving delivery operations through process, governance, metrics, and leadership discipline.
- Strong client-facing presence with experience managing executive-level conversations, escalations, steering committees, and project governance.
- Proven ability to lead multiple projects or programs across a portfolio.
- Strong understanding of project management practices, resource planning, utilization, forecasting, and professional services delivery models.
- Experience creating or improving project delivery standards, templates, reporting, and documentation.
- Ability to work cross-functionally with sales, solutioning, technical delivery, operations, and customer success teams.
- Strong communication, facilitation, coaching, and leadership skills.
- Ability to bring structure, clarity, and calm to complex situations.
- Applicants subject to government security investigations and must meet eligibility requirements related to the clearance process.
- Pass background checks as needed.
Preferred Qualifications:
- Experience in a growing or scaling professional services organization.
- Experience working in a Microsoft consulting environment, especially Dynamics 365, Power Platform, Azure, or business applications.
- Experience supporting public sector, tribal government, nonprofit, or regulated industry clients.
- PMP, PgMP, Prosci, Agile, Scrum, or related certifications.
- Experience with resource management tools, PSA systems, CRM systems, or business intelligence dashboards.
Working Environment
The majority of work for this role is performed in a home office and interacts with a wide variety of people with differing functions, personalities, and abilities. Telecommuters are expected to have sufficient home office space that appears neat, organized, and professional when on video meetings. Travel is required and varies around 25%.
Reasonable Accommodation
It is Arctic Information Technology, Inc.’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.
Preference Statement
Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.
Pay Transparency Statement
Arctic Information Technology will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor’s legal duty to furnish information.
We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act.
We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available https://www.eeoc.gov/poster. For questions on the job posting contact (781) 312-8005.
If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at [email protected].
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