Director of Client Delivery - 2998

JOB SUMMARY:The Director of Client Delivery is a senior leader responsible fordrivingsuccessful client outcomes, portfolio visibility, delivery consistency, and scalable operating practicesacross Business Applications engagements. This role provides leadership tothe Program Management team, strengthensproject governance, improvesresource planning discipline,and helps the organization scale with more structure, visibility, and accountability.

This person servesas a key bridge between clients, project teams, technical leaders, sales,finance,and executive leadership. They will help define what success looks like for each engagement, ensure delivery teams are aligned around client needsand business priorities, and build the processes, documentation,metrics,and operating rhythms needed to deliver high-quality work consistently.

The ideal candidate is operationally strong,commercially aware,comfortable leading change, and able to bring structure without slowing the business down. They should be able to navigate client-facing conversations, project escalations,portfolio health discussions,resource planning,sales-to-delivery handoffs, and process improvement efforts with confidence and clarity.

Responsibilities:

ESSENTIAL FUNCTIONS:

Client Delivery Leadership

• Serve as a senior client-facing leader for strategic, complex, or high-visibility Business Applications projects.
• Help define client goals, success criteria, project expectations, delivery priorities, and measurable outcomes.
• Partner with clients and internal teams to ensure project outcomes are clearly understood and actively managed.
• Participate in key client meetings, steering committee discussions, escalations, and project health reviews.
• Build trust with client stakeholders by bringing clarity, accountability, and proactive communication to delivery.
• Provide executive leadership with a clear view of portfolio health, financial risk, resource constraints, client sentiment, and delivery trends.
• Lead quarterly portfolio reviews withsales,delivery,finance, andexecutiveleadership.
• Identifydelivery trends, recurring risks, and operational gaps that may affect client satisfaction, delivery margin, team capacity, or long-term account health.

Program and Project Management Leadership

• Provide direct leadership, coaching, and accountability forthe Program Management team.
• Establish role expectations, performance standards, career development paths, and accountability rhythms for the delivery management function.
• Set clear expectations for project planning, communication, documentation, risk management, financial awareness, and client engagement.
• Review project health across the portfolio andidentifyrisks, trends, and support needs.
• Ensure projects haveappropriate governance, including status reporting, issue tracking, decision documentation, and escalation paths.
• Helpthe PMteamdeliveroutcome-focused project leadership.

Delivery Operations and Consistency

• Develop and improveKeystonedelivery standards, project templates, documentation practices,governance models,and operating rhythms.
• Drive consistency across project kickoff, planning, execution, status reporting, change control, and project closeout.
• Partner with delivery leaders to improve how teams define scope, manage expectations, document decisions, and communicate progress.
• Identifygaps in current delivery processes andleadpractical improvements that make projects easier to manage and easier for clients to understand.
• Support a culture of disciplined delivery without creating unnecessary bureaucracy.
• Establish portfolio-level reporting to improve visibility into delivery health, project risk,utilization, client sentiment, and delivery performance.
• Partner with technical directors and practice leaders to improve teamutilization, delivery quality, and client outcomes.

Resource Planning and Cross-Functional Alignment

• Ownresource planningdisciplineacrosstheBusiness Applicationsportfolio.
• Lead regular resource planning discussions in partnership withtechnology directors, managers, and solution architects.
• Monitorutilization, capacity, skills gaps, and upcoming demand in partnership withtechnology directors.
• Helpalign project demand, team capacity, skill availability, timelines, and client priorities.
• Facilitate resource planningroutines thatimprove visibility and reduce last-minute staffing conflicts.
• Improve forecasting accuracy for delivery demand and staffing needs.
• Partner with technology directors to ensure project teams are organizedeffectivelyand delivery commitments are realistic.
• Help leadership understandwherecapacity, skills,utilizationor process gaps mayimpactproject deliveryor client outcomes.

Client Success and Business Partnership

• Partner withsales,delivery, andclientservices to support a smooth transition from sales toimplementation tosupport.
• Review delivery approach, assumptions, risk, staffing model, and implementation readiness before SOW approval.
• Help ensure Statements of Work, estimates, assumptions, and project plans are aligned before implementation begins.
• Help reduce under-scoped projects, unclear assumptions, avoidable change orders, and delivery commitments that are not realistic.
• Partner with Sales to balance client expectations, delivery feasibility, and profitability.
• Support project recovery efforts when engagements are off track.
• Identifyopportunities to improvethe clientexperience before, during, and after implementation.
• Provide leadership with visibility into portfolio health, delivery risks, client sentiment, and improvement opportunities.

Financial and Business Performance Awareness

• Partner withfinance andinternal operationsto improve visibility into project profitability,utilization, resource constraints, and financial risk.
• Identifypatterns that may contribute to revenue leakage, rework, avoidable escalations, or missed delivery expectations.
• Support corrective action when delivery performance affects client satisfaction, profitability, or team capacity.
• Help leadership make informed decisions about prioritization, staffing, delivery commitments, and operational improvements.
• Use data, client feedback, and delivery trends to improve portfolio-level decision-making.

Change Leadership

• Help lead the organization through a more consistent and scalable delivery model.
• Influence teams to adopt better documentation, planning, communication,forecasting, governance, and accountabilitypractices.
• Bring people along through change by explaining the "why," listening to concerns, and creating practical solutions.
• Model accountability, collaboration, and client-centered decision-making.
• Scale delivery operations through process, governance, metrics, leadership discipline, and cross-functional alignment.

Lead, Manage, and Accountability (LMA):

• Run L10 meetings, define metrics, define rocks, and IDSissues.
• Keep expectations clear, communicate well,rewardand recognize yourteam.
• Deliver right meeting pulse, weekly 1:1's, quarterly conversations, annual performancereviews.
• Use the necessary tools - Resources, Training, Technology, People, Time & Attention, Accountability Chart.
• Enforce discipline in our processes and hold team members accountable for following ourguidelines.
• Lead Performance Management for your team, including using People Analyzer, PIPs, Code of Conduct, Progressive Corrective Action Policy, CareerGrowth& ProfessionalDevelopment.
• Resource management, includingcapacityplanning, productivity,and forecasting.
• Participate in time entry and expense reporting review and approvalprocess.
• Manage and mentorBusiness Applicationsteammembers.
• Provide guidance to team membersregardinghow to meet goals and otherobjectives.
• Lead professional development initiatives to ensuretheteam is staying relevant with the business applications,industry verticals, and programmanagementbestpractices.
• Identifystrengths and issues; drive and develop better behavior (team building, skill enhancement, training).
• Participate actively in the recruiting process for team members as well as rapidly onboard new teammembers.
• Encourage and support employee engagement to enhance the success of Arctic IT.
• Portray our core values and represent our brand appropriatelyand lead byexample.
• Build strong relationships with team members and externalcontacts.
• Utilize our team and delegate tasks appropriately to increase efficiency and executiontiming.
• Participate in internal projects including new offerings and processimprovement.
• Participate in career growth and learning plans, performance reviews, and goal planning for teammembers.

Qualifications:

QUALIFICATIONS:

• 10+years of experience in technology consulting,professional services delivery,implementationleadership,or client deliveryoperations.
• 7+ years ofpeopleleadership experience, preferably leading technical teams,projectmanagers, orcross-functionaldelivery teams.
• Experience improving delivery operations through process, governance, metrics, and leadership discipline.
• Strong client-facing presence with experience managing executive-level conversations, escalations,steering committees,and project governance.
• Proven ability to lead multiple projects or programs across a portfolio.
• Strong understanding of project management practices, resource planning,utilization, forecasting,and professional services delivery models.
• Experience creating or improving project delivery standards, templates, reporting, and documentation.
• Ability to work cross-functionally with sales, solutioning, technical delivery, operations, and customer success teams.
• Strong communication, facilitation,coaching,and leadership skills.
• Ability to bring structure, clarity, and calm to complex situations.
• Applicants subject to government security investigations and must meet eligibility requirements related to the clearance process.
• Pass background checks as needed.

Preferred Qualifications:

• Experience in a growing or scaling professional services organization.
• Experience working in a Microsoft consulting environment, especially Dynamics 365, Power Platform, Azure, or business applications.
• Experience supporting public sector, tribal government, nonprofit, or regulated industry clients.
• PMP,PgMP,Prosci, Agile, Scrum, or related certifications.
• Experience with resource management tools, PSA systems, CRM systems, or business intelligence dashboards.

WORKING ENVIRONMENT:The majority ofwork for this role is performed in a home office and interacts with a wide variety of people with differing functions,personalities,and abilities. Telecommuters are expected to have sufficient home office space that appears neat,organized,and professional when on video meetings. Travel isrequiredand varies around 25%.

REASONABLE ACCOMMODATION: It is Arctic Information Technology, Inc.'s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

PREFERENCE STATEMENT: Arctic Information Technology, Inc. grants preference to qualified Doyon Shareholders first, and second to qualified shareholders of other Alaska Native corporations that grant a similar preference in all phases of employment and training, which include, but are not limited to hiring, promotion, layoff, transfer, and training.

PAY TRANSPARENCY STATEMENT: Arctic Information Technology will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of the other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consent with the contractor's legal duty to furnish information.

We are an equal opportunity employer and comply with all non-discrimination obligations, including the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA) and Section 503 of the Rehabilitation Act.

We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability, veteran status, and other protected characteristics. The EEO is the Law, and the poster is available https://www.eeoc.gov/poster. For questions on the job posting contact (781) 312-8005.

If you need assistance or special accommodations during the application process, please contact the appropriate Human Resources Department at hr@doyontechgroup.com.

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VEVRAA Federal ContractorWe request Priority Protected Veteran & Disabled Referrals for all of our locations within the stateThe EEO is the Law poster is available here.