Location: Hybrid (3 days/week in office)
Department: Operations & Service Delivery
Reports to: VP, Operations & Service Delivery
Direct Reports: Project Managers
Department: Operations & Service Delivery
Reports to: VP, Operations & Service Delivery
Direct Reports: Project Managers
About the Role
We are seeking a Director of Client Delivery & Success to lead our client delivery function, elevate the customer experience, and ensure the health and performance of our delivery portfolio. This role is central to our operational excellence and long-term client partnerships. You will oversee the Project Management organization, drive delivery governance, and act as a strategic partner to both clients and internal teams. You will also collaborate closely with Engineering to align priorities, manage capacity, and protect delivery outcomes while maintaining commercial discipline.Key Responsibilities
Client Leadership & Partnership
- Build and maintain strong relationships with key clients
- Serve as the executive liaison for strategic accounts
Program & Portfolio Oversight
- Oversee multiple programs and large-scale initiatives
- Ensure delivery consistency, predictability, and adherence to standards
Delivery Governance
- Define and enforce delivery frameworks, KPIs, and operating cadences
- Maintain visibility across all accounts, priorities, and delivery health
Cross-Functional Alignment
- Collaborate with Engineering on staffing, capacity, and technical trade-offs
- Translate executive goals into actionable delivery plans
Risk & Escalation Management
- Identify risks early and lead mitigation strategies
- Manage escalations to protect client trust and outcomes
Commercial & Profitability Ownership
- Monitor burn vs. budget and ensure commercial discipline
- Support upsell and expansion opportunities with Sales and leadership
Client Success & Retention
- Own account health tracking, satisfaction metrics, and renewal risk mitigation
- Lead QBR cadence and long-term partnership strategies
PM Leadership & Continuous Improvement
- Coach and develop Project Managers
- Improve delivery predictability and operational maturity
Required Competencies & Experience
- Bachelor's degree in engineering or in a related field.
- 10+ years of proven experience leading client-facing delivery teams in a technology or software environment
- 10+ years of demonstrated experience managing complex client relationships and strategic accounts and influencing senior stakeholders
- 10+ years of experience in program, portfolio, or delivery management
- 8+ years of experience overseeing multi-stream initiatives with cross-functional dependencies
- 5+ years of experience managing budgets, burn rates, and delivery profitability
- Experience managing and developing Project Managers or delivery teams
- Strong ability to collaborate effectively with technical leaders on feasibility, complexity, and capacity
- Ability to balance client outcomes with commercial constraints and resource trade-offs
- Skilled at identifying risks early and driving structured mitigation plans
- Comfortable making decisions under pressure and leading escalations with clarity
- Ability to drive accountability, performance, and continuous improvement
- Solid understanding of software delivery constraints, engineering workflows, and team dynamics
- Exceptional communication skills, both written and verbal, in English and French
Working Conditions
- Full-time position with flexible working hours
- Core availability required between 8 am and 4 pm (start between 7–9 am)
- Occasional additional in-person attendance for key meetings (performance reviews, business updates, QBRs, team events)
- All necessary tools and equipment provided
- Occasional overtime may be required to meet deadlines or address critical issu