Permanent

Job Description

Role - Delivery Director (Strategic Accounts)
Experience - 15+ years
Location - Sydney or Brisbane (Hybrid)
Mode of hire - Permanent

We are seeking an experienced and commercially focused DeliveryDirector to lead and grow two of our most strategic client accounts inAustralia. This role combines executive client relationship management,delivery leadership, business growth, and strategic account development.

The successful candidate will serve as the senior point ofcontact for key client stakeholders, ensuring exceptional service deliverywhile driving account expansion through new opportunities across DigitalTransformation, Cloud, Data & AI, Application Services, ERP, and ManagedServices.

The role requires a strong balance of customer-centricity,operational excellence, commercial acumen, and leadership capability, with aproven track record of managing large enterprise accounts and growing revenuethrough trusted advisory relationships.

Key Responsibilities

Strategic Account Leadership

- Act as the executivesponsor and primary relationship owner for two strategic enterpriseaccounts.
- Develop and executemulti-year account growth plans aligned with client business priorities.
- Establish trustedadvisor relationships with C-level executives and key businessstakeholders.
- Lead executive businessreviews, steering committees, and strategic planning sessions.
- Identify emerging clientneeds and position innovative solutions that deliver measurable businessvalue.
- Maintain high customersatisfaction and strengthen long-term partnerships.

Delivery Governance & Operational Excellence

- Own end-to-end deliveryaccountability across all programs,



projects, managed services, andtransformation initiatives within assigned accounts.
- Ensure predictabledelivery performance against scope, quality, schedule, budget, andcontractual commitments.
- Drive governanceframeworks, risk management, escalations, and issue resolution.
- Monitor serviceperformance through KPIs, SLAs, customer satisfaction metrics, andfinancial performance indicators.
- Lead cross-functionaldelivery teams comprising consultants, architects, project managers, andsupport teams.
- Ensure compliance withorganizational standards, security requirements, and client expectations.

Revenue Growth & Account Expansion

- Develop and executestrategic account growth plans to increase account revenue andprofitability.
- Identify and qualifyopportunities for:
- Digital Transformation
- Microsoft Dynamics 365
- Data & AI Solutions
- Cloud Modernization
- Application ManagedServices
- Cybersecurity Services
- ERP and EnterpriseApplications

- Partner with sales,pre-sales, and solution teams to build and win new opportunities.
- Lead contract renewals,extensions, commercial negotiations, and strategic pursuits.
- Expand client footprintthrough cross-sell and up-sell opportunities.
- Achieve annual revenuegrowth, margin, and booking targets.





Client Stakeholder Management

- Build strongrelationships across business, technology, procurement, and executiveleadership teams.
- Proactively managestakeholder expectations and communications.
- Act as the escalationpoint for critical account issues.
- Drive customer successinitiatives and continuous improvement programs.
- Facilitate executiveworkshops and innovation sessions.
- Own account P&Lperformance; and financial outcomes.
- Monitor revenue,margins, utilization, forecasting, and project profitability.
- Drive cost optimizationand operational efficiency initiatives.
- Manage resource planningand capacity forecasting.
- Ensure accuratefinancial reporting and governance.

Leadership & People Management

- Lead and inspiregeographically distributed delivery teams.
- Foster ahigh-performance, customer-centric culture.
- Coach and mentordelivery managers, program managers, and emerging leaders.
- Drive talentdevelopment, succession planning, and employee engagement.
- Promote collaborationacross Delivery, Sales, Practice, and Partner ecosystems.

Key Performance Indicators (KPIs)

Customer

- Customer Satisfaction(CSAT)
- Net Promoter Score (NPS)
- Executive stakeholderrelationship scores
- Renewal success rate
- Revenue growth acrossstrategic accounts
- Gross margin achievement
- EBITDA contribution
- Bookings and pipelinegrowth
- Account profitability

Delivery

- SLA compliance
- On-time and on-budgetdelivery
- Risk and issueresolution effectiveness

Growth

- Recent opportunitiesidentified
- Cross-sell and up-sellrevenue

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