Sr Director, Service Delivery

The Senior Director of Service Delivery role is a senior-level leader that achieves strong line of business development, employee recruitment and client retention. This includes, but is not limited to driving development of professional service growth and profitability; collaborating with sales and corporate leadership to create new service offerings; providing technical expertise in specified areas; identifying, hiring, developing, managing, and retaining professional staff with appropriate skill sets – including project managers, on-boarding engineers, quality assurance staff, engagement managers, and other highly skilled professionals; working with sales to scope and close new opportunities; and maintaining and leveraging a network of clients and contacts. Profit and loss analysis, demand management, client service, quality delivery and practice building are the major areas of emphasis for this position. This role reports to the Chief Operating Officer. 

Further, the Senior Director will research, consult, and provide innovative delivery of various technical professional services – including, but not limited to on-boarding of managed service clients, information security, strategic governance, and compliance – to clients in a range of industries. The Senior Director should have broad experience in the various technical service solutions with expert-level qualifications as described below. 

Supervisory Responsibilities:  This role will be responsible for managing a diverse team of up to 50 people or more with a wide range of skills. The team size may adjust to market demands and business requirements. 

Service Delivery Quality & Client Satisfaction

•        Manage, direct, and monitor multiple client services teams on client engagements.

•        Create work plans to support fee estimates, assign resources, and oversee successful delivery of services that ensure client satisfaction.

•        Work closely with team to integrate development skills into a team approach to serve clients and develop new business. 

•        Maintain strong communication with clients to manage expectations, to ensure client satisfaction and to ensure deadlines are met.

•        Perform engagement checkpoints and deliverable reviews ensuring industry leading practices and sophisticated security services thinking is incorporated into our work.

•        Collaboratively work across solutions to identify cross-selling opportunities.

Development of Personnel

•        Manage, develop, train and mentor staff on projects and assess performance for engagement and year-end reviews.

•        Manage and supervise personnel working in this practice.  Ensure workload is properly distributed.

•        Identify, hire, develop, manage, motivate, and retain staff (i.e., Engagement Managers and Professionals) that will meet and exceed client needs.

•        Define, measure, and report key service delivery KPIs including Book to Billing timeline attainment, onboarding cycle time, project margin variance, utilization, and capacity planning. Provide regular executive-level reporting to the COO and Executive Team.

Technical Expertise

•        Be able to create well-defined service offerings in identity access management, data protection, strategy and governance development and information risk management.

•        Keep current on industry trends and standards.

•        Active member of the professional society, including contributions to printed materials and speaking roles at major information security seminars.

•        Develop and deliver written and oral presentations to internal and external audiences.

•        Contribute to firm-wide thought leadership materials.

•        Active involvement in professional organizations local and national preferred.

•        Drive standard operating procedures, process automation, and tool optimization across PSA, RMM, ITSM, and security platforms.

Practice Growth & Support

•        Create strategic plans for incorporation and marketing of newly created service offerings and evolution of existing service offerings to generate significant sales.

•        Set practice annual revenue goals and create budgets with Visory management team

•        Contribute to brand awareness for successful service launches.

•        Drive development and execution of effective client solutions to key targets.

•        Team with BDMs on proposals and business development calls.

•        Maintain strong client relations and cross-sell services within the assigned group of clients with BDMs.

•        Hold decision authority over service delivery standards, staffing models, onboarding readiness, project go/no-go decisions, and escalation management for client, margin, and security risks.

•        Serve as a transformation leader driving organizational change, operating model evolution, post-merger service integration, and scalable delivery team structures supporting national growth.

•        Develop and operationalize industry-vertical-specific delivery models including standardized architectures, compliance baselines, onboarding playbooks, and training requirements to drive repeatability and margin expansion.

•        Establish and enforce standardized handoff criteria between Sales, Projects, Onboarding, and Managed Services.

Required Qualifications

•        Bachelors degree in relevant subject area is required; Masters degree is preferred.

•        Industry certifications or additional education preferred (Masters degree or higher in lieu of certifications). 

•        Minimum 12 years of experience in some combination of Information Technology, Cloud, Transformation, Machine Learning / “AI,” Strategy and Governance, Assessment, or Cybersecurity.

•        Broad understanding of technology trends, services and disciplines and experience applying them in dynamic environments. 

•        Strong history of professional service practice management and development with track record of excellent performance, management capability, and revenue growth.

•        Proven ability to drive business growth including scoping efforts, developing work plans, creating competitive pricing strategies, developing proposals, presenting concepts to clients and complete capture of new and continued efforts.

•        Demonstrated ability to perform financial management including setting and obtaining revenue targets, calculating and achieving profitability margins, revenue realization and defining and meeting individual and team utilization targets.

•        Track record in developing meaningful client relationships; and capacity to bring and leverage relationships to Visory.

•        Demonstrated ability to successfully sell and cross market various firm services.

•        Effective verbal and written communication skills including client presentations, contributions to trade newsletters, technical roundtables, presentations at professional seminars and creation of non-proprietary collateral and product support materials.

•        Polished leader and speaker.

•        Analytic ability to quickly identify problems and arrive at practical solutions.

•        Exceptional written and verbal communication skills.

•        Willingness and ability to travel extensively.