Senior Director, Delivery — Retail, eCommerce & Automotive IT Services | Delivery Leadership

Senior Director, Delivery — Retail, eCommerce & Automotive
IT Services | Delivery Leadership

We are looking for a seasoned delivery leader to own end-to-end client success across our Retail, eCommerce, and Automotive verticals. As Senior Director of Delivery, you will be accountable for the health, growth, and profitability of a portfolio of client engagements spanning Time & Material staff augmentation and fixed-fee outcome-driven programs. You will lead cross‑functional delivery teams across our Consulting, Data & AI, Customer Experience Technologies, Digital Experience Technologies, and Software Engineering practices, ensuring we consistently deliver measurable business value to our clients.

This is a highly visible role that sits at the intersection of client relationship management, P&L ownership, and operational excellence.

• Own delivery outcomes across a portfolio of T&M and fixed‑fee engagements, ensuring projects are delivered on time, within budget, and to the quality standards expected by enterprise clients in Retail, eCommerce, and Automotive sectors.

• Serve as the executive sponsor and primary escalation point for key client relationships, building deep trust with C‑suite and VP‑level stakeholders.

• Drive client satisfaction scores (CSAT/NPS) and lead quarterly business reviews that demonstrate realized value and outcomes.

• Proactively identify delivery risks and implement mitigation strategies before they become client issues.

• Own the financial performance of your vertical portfolio including revenue, margin, utilization, and forecasting.

• Partner with Sales and Account Management to support contract renewals, scope expansions, and new business pursuits within existing accounts.

• Manage commercial constructs across both T&M staff augmentation engagements and outcome‑based fixed‑fee projects, ensuring appropriate governance and change control disciplines are in place.

• Collaborate closely with practice leads across Consulting, Data & AI, Customer Experience Technologies, Digital Experience Technologies, and Software Engineering to deploy the right capabilities against client needs.

• Ensure that delivery methodologies, quality frameworks, and tooling are consistently applied across engagements.

• Champion the adoption of AI‑augmented delivery and modern engineering practices to improve delivery efficiency and outcomes.

• Lead, mentor, and grow a team of Delivery Managers, Project Managers, and Engagement Managers embedded across client accounts.

• Build a high‑performance delivery culture centered on accountability, client obsession, and continuous improvement.

• Partner with Resource Management and Talent teams to ensure the right people are deployed on the right engagements at the right time.

• Support hiring, onboarding, and career development for delivery talent within your verticals.

• Bring deep understanding of the business priorities, technology trends, and competitive dynamics shaping Retail, eCommerce, and Automotive industries.

• Act as a trusted advisor to clients, helping them connect technology investments to business outcomes such as revenue growth, cost reduction, customer experience improvement, and operational efficiency.

• Represent the company at industry events, client briefings, and executive forums.

• 15+ years of progressive experience in IT services delivery, consulting, or technology solutions, with at least 5 years in a senior delivery leadership role managing complex multi‑million‑dollar portfolios.

• Proven experience delivering across one or more of the following verticals:
  Retail, eCommerce, or Automotive.

• Strong command of both T&M staff augmentation models and fixed‑fee outcome‑based engagement structures, including the commercial and governance nuances of each.

• Hands‑on experience with delivery across multiple technology practices — ideally including Data & AI, Customer or Digital Experience platforms, and Software Engineering.

• Track record of growing client accounts organically through delivery excellence…