Associate Director, Technical Services Delivery

Overview

The Associate Director of Delivery is responsible for leading a portfolio of professional services programs, ensuring delivery excellence, developing delivery teams, driving customer satisfaction, and supporting business growth. This role partners closely with Delivery Directors, Strategic Account Leaders, Account Managers, Sales, and customer stakeholders to execute strategic initiatives and achieve client outcomes.

Responsibilities

Program & Portfolio Leadership

• Lead day-to-day delivery execution and portfolio health across a portfolio of programs while ensuring alignment to client objectives, contractual commitments, and delivery expectations.
• Execute established delivery standards, governance processes, and best practices across engagements while identifying opportunities for continuous improvement.
• Partner with leadership to translate strategic objectives into execution plans, milestones, and measurable outcomes.
• Drive consistency in delivery while adapting approaches to meet customer and program-specific needs.

People Leadership & Talent Development

• Lead, mentor, and develop Project Managers, Technical Project Leads, Project Coordinators, and delivery team members across assigned accounts.
• Create a culture of accountability, continuous improvement, and professional growth.
• Identify capability gaps and partner with leadership to support hiring, onboarding, and training initiatives.
• Foster a collaborative, high-performing delivery organization.

Client & Stakeholder Management

• Act as a primary escalation point for delivery issues while driving customer satisfaction and partnering with senior leadership on complex client situations.
• Partner with Sales, Account Management, and Executive Leadership during pre-sales, solution design, and delivery transitions.

Financial & Commercial Leadership

• Manage portfolio financial performance, including revenue forecasting, utilization, resource planning, profitability, delivery margin targets, and billing predictability.
• Ensure programs are delivered within scope, budget, and timeline expectations.
• Drive effective resource planning and demand management.
• Collaborate with Sales and Solutions teams on scope management, change orders, and commercial risk mitigation.

Delivery Governance & Risk Management

• Implement governance frameworks covering status reporting, issue management, and risk escalation.
• Proactively identify and mitigate delivery, operational, and client risks.
• Drive disciplined change management and scope control processes.
• Ensure compliance with contractual obligations, internal policies, and regulatory requirements.

Operational Excellence

• Continuously improve delivery methodologies, tools, and best practices.
• Utilize KPIs and performance metrics to drive operational improvements and delivery quality.
• Support efficiency, scalability, and standardization initiatives across the portfolio.

Qualifications

• 7+ years of experience in program management, operations leadership, engineering, consulting, or related delivery environments.
• Experience leading complex delivery programs within retail, supply chain, transportation, logistics, technology, or related business environments.
• Proven success managing a portfolio of programs and delivering measurable business outcomes.
• Strong understanding of project management, program management, and professional services delivery.
• Experience leveraging KPIs, delivery metrics, and operational reporting to drive performance and customer outcomes.