Customer Delivery Executive

About the Role

The Customer Delivery Executive is responsible for the end‑to‑end delivery of all technology services and programmes for assigned customer accounts, ensuring that solutions are delivered with quality, consistency, and commercial discipline.

Working in close partnership with the Account Manager, the Executive ensures that all sold services are successfully delivered, adopted, and operated, creating measurable customer value and a strong foundation for long‑term partnership.

The role is the single point of accountability for delivery across technology practices including Business Solutions, Cloud & AI, Security & Networking, and Managed Services, coordinating resources across these domains to deliver integrated solutions aligned to the customer’s strategy.

• Own overall delivery accountability for assigned client accounts across all technology services and projects.
• Ensure delivery aligns to contractual commitments, SLAs, project scope, timelines, and budgets.
• Act as the primary delivery contact for senior customer stakeholders.
• Maintain a clear view of account delivery health, risks, dependencies, and performance.

• Oversee delivery of programmes, projects, and managed services within the account.
• Hold practice delivery to account to ensure appropriate project governance, reporting, and milestone tracking are in place.
• Coordinate delivery across multiple work streams and technical practices.
• Proactively manage delivery risks, issues, and escalations.

Work closely with technical practice leaders and delivery teams across:

• Business Solutions – Microsoft Business Central, Data Platforms, CRM and business applications
• Cloud & AI – Cloud platforms, modernisation, AI solutions and automation
• Security & Networking – Cyber security, networking infrastructure, and secure architecture
• Managed Services – Ongoing operational support, monitoring, and service management

• Build trusted relationships with customer technology leaders and operational stakeholders.
• Lead service reviews, delivery governance meetings, and programme steering groups.
• Ensure strong customer satisfaction and adoption of delivered solutions.
• Proactively identify opportunities to improve service quality and customer value.

• Work with the Account Manager to ensure delivery supports account growth and retention.
• Monitor project financials, margins, utilisation, and delivery costs.
• Manage agreed change requests, scope control, and contract adherence.
• Provide delivery insight to support renewals, expansions, and new opportunities.

• Ensure delivery follows company delivery methodologies, standards, and governance frameworks.
• Maintain accurate delivery reporting, forecasts, and account performance metrics.
• Drive continuous improvement in delivery quality, efficiency, and customer experience.

• Account Manager / Sales Lead
• Practice Leaders (Business Solutions, Cloud & AI, Security & Networking)
• Managed Services Operations
• Programme Managers / Project Managers
• Customer Success and Service Management teams
• Customer CIO / IT Leadership
• Programme and project stakeholders

• Proven experience managing technology delivery within client accounts.
• Experience with Microsoft technologies and platforms including Business Central, Dynamics, Azure, and data platforms.
• Experience managing customer stakeholders and executive governance forums.
• Ability to coordinate cross‑functional technical teams.
• Strong commercial awareness (Desirable).
• Experience delivering across multiple technology domains such as cloud, applications, infrastructure, and managed services.
• Knowledge of managed services and service management frameworks (ITIL).
• Familiarity with security, networking, and cloud delivery models.

• Customer First – focused on delivering measurable customer value and outcomes.
• Ownership & Accountability – takes responsibility for delivery success and resolving challenges.
• Collaboration – works effectively across practices and teams to deliver integrated solutions.
• Transparency – communicates clearly on delivery health, risks, and progress.
• Continuous Improvement – constantly seeks ways to enhance delivery quality and efficiency.

• On‑time and on‑budget delivery of projects and programmes.
• Customer satisfaction and service performance.
• Account delivery health and risk management.
• Adoption and successful operation of delivered solutions.
• Contribution to account growth and long‑term customer retention.