Job Description

Our client is seeking a VP of Client Delivery for a direct hire opportunity. The VP of Client Delivery is responsible for overseeing overall delivery/implementation success of multiple clients through a team of Client Delivery Directors. This includes managing the P&L for the entire product portfolio, timely reporting of project status, managing client escalations and addressing potential issues and risks that may impact project deliverables.

Deliverables And Performance Measures

Lead and manage global teams (United States and India) consisting of Client Delivery teams delivering client implementations, and product support organizations supporting clients of a SaaS platform.
Develop a high performing client delivery organization through ongoing team development.
Act as the primary escalation point of contact for the product portfolio of clients by fostering strong relationships and understanding business needs.
Manage and report upon the metrics for the product portfolio with a focus on margin, revenue, leakage and identifying ways to drive down cost of client delivery through documentation, tooling, capacity management, and resource utilization to drive increased gross margin.
Lead the organization to high levels of CSAT and NPS scores while maintaining appropriate service level expectations.
Identify, design, and implement opportunities for process enhancements, automation, and efficiency gains to improve overall delivery capabilities; support practice development to drive continuous improvement and consistency in delivery.
Develop, implement, and maintain a project scoping and estimation methodology.
Work closely with internal teams such as executive leadership, sales, product, and finance to coordinate efforts and address and grade product portfolio implementation needs effectively.
Keep stakeholders informed of project progress, milestones, and any potential risks or opportunities.
Serve as a product advocate within the organization, providing feedback and insights to drive product roadmap and platform improvements.
Work in partnership with Sales to:
Collaborate with clients to understand their long-term goals and align software implementations with their strategic objectives
Conduct regular monthly and/or quarterly business reviews with clients to evaluate performance, address concerns, and identify areas for improvement.

Requirments

5+ years of leading multiple global Client Delivery teams in the implementation of insurance (Life, Annuity, P&C) and/or financial SaaS solutions.
Project Management Professional (PMP), preferred.
Experience managing the performance of a team of Project Managers and Business Analysts.
Experience in successfully leading SaaS based projects and programs to on-time, on-schedule and within budget.
Experience leading, motivating and managing various project team sizes, including internal and external resources, while holding senior level resources accountable for performance.
5+ years of leading multiple global Client Delivery teams in the implementation of insurance (Life, Annuity, P&C) and/or financial SaaS solutions.
Demonstrated experience of managing and reporting of a product portfolio’s revenue, margin, and utilization metrics.
Demonstrated experience managing multiple client delivery teams.
Demonstrated experience of leading process and resource improvement for a product delivery organization.
Demonstrated experience working both independently and in a team-oriented, collaborative environment.
Excellent leadership, communication (written, verbal and presentation) and interpersonal skills.
Superior skills in Microsoft applications including Teams, Word, Excel, PowerPoint and Outlook.
Exceptional organizational skills.
Team-building skills with technical and non-technical staff.
Flexible with proven ability to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
Experience with project and resource management solutions such as OpenAir.

Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.

Job Requirements

Remote

VP of Client Delivery

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