VP, Strategic Client Delivery

Position Summary

The Vice President, Strategic Client Delivery is accountable for the overall health, performance, and growth of assigned strategic accounts, with direct ownership of three core outcomes:

• Customer Satisfaction through proactive relationship management and escalation avoidance
• Account Profitability (P&L performance)
• Growth and Expansion of the client relationship

This role operates as the executive owner of the client relationship, responsible for ensuring delivery excellence, financial performance, and long‑term client value through strong governance, proactive engagement, and cross‑functional leadership. The role also helps drive innovation in how services are delivered, including the adoption of AI‑enabled tools and practices that improve quality, speed, scalability, and cost efficiency.

• Own Customer Satisfaction and Client Experience – Drive high client satisfaction and advocacy by proactively managing client health, building strong executive relationships, and anticipating issues early to prevent escalation.
• Own Account P&L and Financial Performance – Manage profitability of assigned accounts by ensuring delivery is executed within financial targets while optimizing cost, efficiency, and margin.
• Shape service costing and delivery efficiency – Provide input into service costing and delivery models while identifying and implementing ways to deliver services faster, better, and more cost‑effectively.
• Drive Growth and Expansion – Continuously identify and execute opportunities to increase revenue within assigned accounts through expansion, cross‑sell, and upsell of additional services and solutions.
• Lead Executive Client Engagement – Serve as the executive sponsor and trusted advisor to client leadership teams; build and maintain long‑term relationships and lead executive business reviews and governance forums.
• Demonstrate and communicate client value – Ensure clients recognize measurable business value beyond delivery metrics by connecting services to strategic outcomes, cost optimization, risk reduction, innovation enablement, and overall business impact.
• Ensure Delivery Excellence Across Services – Partner with support, application management, and professional services teams to ensure seamless, high‑quality delivery and a unified client experience across all services.
• Partner with Global Delivery Centers on service and skills development – Work collaboratively with Global Delivery Centers to identify, develop, expand, and refine services and capabilities based on client needs, delivery priorities, and market demand.
• Manage Risk and Client Health – Proactively identify and mitigate risks to client satisfaction, retention, and profitability; align internal teams to address issues early and maintain strong client outcomes.
• Drive Commercial and Strategic Alignment – Partner with Sales, Marketing, and business leadership to align delivery outcomes with growth objectives; support renewals and influence commercial strategies to maximize client and company value.
• Define, expand, and sustain strategic account priorities – Partner with Sales and Marketing to identify strategic accounts, define the criteria and value drivers that distinguish them, sustain those relationships through differentiated engagement and long‑term growth planning, and help elevate additional accounts into strategic account status over time.
• Enable Sales and Marketing on service positioning – Partner with Sales and Marketing to enable the effective positioning and selling of new and evolving professional services and managed services offerings through clear value messaging, internal education, and go‑to‑market support.
• Mentor and elevate the delivery organization – Serve as a mentor, teacher, and experienced leader within the broader delivery organization by providing guidance, sharing best practices, and applying practical experience to strengthen team capability, execution quality, and leadership effectiveness.
• Strengthen Governance and Operating Discipline – Define and track key client metrics, establish governance models, and drive performance management and continuous improvement…