Reports to: VP Delivery
Employment type: Full-time
The Delivery Director serves as a portfolio owner of the Managed Team / Staff-augmentation accounts, responsible for managing client relationships, ensuring delivery excellence, and driving revenue and margin growth across the portfolio accounts. This role also works closely with the Sales and Pre-Sales teams to engage prospective clients, secure new business, and ensure smooth onboarding into the delivery portfolio.
One of the key aspects of the role includes coaching and enabling Delivery Managers (DMs) to take ownership of their respective accounts, fostering a unified and structured approach to client satisfaction and account expansion. The role involves working with Delivery Managers, teams and clients distributed across four key locations: Europe (Poland, Romania, Spain, Portugal), Ukraine, LatAm, and the United States; all of the company clients are US-based.
Who are we looking for?
Portfolio & Account Ownership
- Own the entire client relationship lifecycle across assigned accounts—from onboarding to growth and retention.
- Whenever required, act as the primary point of contact and escalation for strategic accounts.
- Drive portfolio revenue growth and margin maintenance through proactive management and expansion planning.
- Ensure timely and accurate SoW renewals, rate card governance, and contract lifecycle management.
- Identify upsell and cross-sell opportunities and work with delivery teams to expand client footprint.
Delivery Oversight & Execution
- Oversee consistent and high-quality delivery across all accounts under the managed teams model.
- Ensure optimal billable utilization of delivery resources, with personal contribution expected up to 25%.
- Establish and maintain delivery governance, processes, and best practices across teams.
- Support DMs and PMs in resolving delivery issues, aligning on delivery standards, and managing day-to-day client interactions.
Sales Collaboration & Client Onboarding
- Collaborate closely with Sales and Pre-Sales teams to evaluate and engage prospective clients aligned with delivery capabilities and business goals.
- Participate in pre-sales activities by contributing to team composition or other solution design, prepare and validate estimates, define optimal pricing, operational / delivery models, and delivery planning during client acquisition stages.
- Lead the operational onboarding of new accounts, ensuring seamless handover from sales to delivery, and alignment on scope, expectations, and delivery standards.
- Establish early client relationships and delivery readiness to accelerate team ramp-up and customer satisfaction.
- Ensure internal delivery readiness and resource allocation planning is in place prior to project start.
Team Leadership & Development
- Foster a delivery culture that is commercially aware, client-focused, and execution-driven.
- Develop, mentor, and coach a team of DMs/PMs to act as account managers, capable of growing and sustaining their accounts.
- Promote engagement, retention, and professional development within the delivery organization.
Requirements
- 7+ years in delivery leadership roles within IT outsourcing company operating in several international locations
- Proven successful track record of managing both delivery and account growth responsibilities across a portfolio of clients and performing under the below KPIs.
- Hands-on experience with rate card strategy, SoW negotiation, and delivery team performance management.
- Strong client-facing profile with the ability to influence, negotiate, and expand strategic accounts.
- Excellent interpersonal and client management skills with a strong commercial mindset.
- Deep understanding of delivery metrics, margin optimization, and resource allocation.
- Ability to run business smoothly in cross-cultural environment; build cross-location teams, work with internal and client leadership originating from 3 continents.
- Excellent people management skills including coaching of delivery managers/PMs to take on client relationship responsibilities.
- High accountability, proactive mindset, and ability to balance strategic oversight with operational execution.
- Strong English language skills (spoken and written) is required.
- Comfortable working across different time zones with flexible availability.
Key Performance Indicators (KPIs) involved in variable share of the compensation
- Portfolio Revenue Growth (YoY)
- Portfolio Gross Margin/Contribution Margin
- Portfolio Revenue Retention Rate
- SoW Renewal Timeliness
- Portfolio Client Satisfaction and Retention
- Portfolio delivery attrition rate
What we offer
Work:
- Flexible working hours;
- Collaborative, friendly team environment;
- Remote/Hybrid work;
Life:
- Company social events;
- Annual corporate parties;
Health:
- Comprehensive medical insurance;
Education:
- Allowances for professional education;
- English language courses with native speakers;
- Internal knowledge-sharing sessions.
About Proxet
Proxet is a professional software development firm trusted by clients from around the world. With our expertise in AI and machine learning, we help businesses reimagine their possibilities and transform ideas into tangible digital solutions. By providing core services with an emphasis on data practices, we shape the future, one step at a time.
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