Partner, Client Delivery Lead, Managed Services

Job Family:

Travel Required:

Clearance Required:

What You Will Do?

The Partner, Client Delivery Lead, Managed Services lead will have accountability for global delivery at the assigned client. He/she will be responsible for driving the adoption of delivery best practices through each phase of the delivery lifecycle. His/her success will be gauged by client satisfaction, achievement of SLAs and KPIs, proactive issue and risk management, the achievement of financial performance in line with the financial plan, and the adoption of emerging technologies.

Responsibilities and Duties:

• Establish and manage the appropriate delivery organization to support client objectives.
• Establish the appropriate delivery governance structure and cadence, both internally and with the client.
• Meet or exceed all SLAs and KPIs across each phase of the delivery lifecycle.
• Drive efficiencies. Adopt leading technologies.
• Ensure contractual compliance and commercial rigor.
• Develop and grow the next generation of delivery leaders.
• Establish effective and collaborative relationships with all stakeholders.
• Assist with development of pricing and deal structure for new offerings.
• Establish process for scope changes on contracts to ensure appropriate commercial considerations.
• Drive high levels of people engagement by maintaining a highly collaborative and inclusive work environment.
• Work closely with GMS leaders, Segments and Corporate Functions to drive the adoption of commercial best practices across the entire sales and delivery lifecycle.
• Establish collaborative working relationships across all GMS stakeholders and client teams.
• Continually assess delivery organization scalability needs.

Qualifications:

Required:

• University Degree and minimum 15 years of prior relevant experience; (Relevant experience may be substituted for formal education or advanced degree)
• 15+ years' experience in BPO as a delivery leader.
• Experience leading a large delivery organization or a portfolio.
• Managed Service experience in Financial Crimes Compliance.
• Experience in implementing commercial best practices and processes for contract compliance
• Ability to translate KPIs / SLAs into commercially meaningful thresholds for gauging acceptable/ unacceptable risk.
• Experience driving transformational change in delivery practices across managed services functions.
• Demonstrated ability to drive cost takeout and revenue leakage prevention by applying commercial best practices.
• Ability to travel domestically or globally as needed (expected travel ~25%-50%).
• Ability to forge effective working partnerships across all levels of the organization.

Preferred Skills:

• Experience with deployment, use and adoption of automation / AI both internally and for clients.
• Experience pricing the use of AI solutions.

What We Offer:

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance

• Personal and Family Sick Time & Company Paid Holidays

• Position may be eligible for a discretionary variable incentive bonus

• Parental Leave

• 401(k) Retirement Plan

• Basic Life & Supplemental Life

• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts

• Short-Term & Long-Term Disability

• Tuition Reimbursement, Personal Development & Learning Opportunities

• Skills Development & Certifications

• Employee Referral Program

• Corporate Sponsored Events & Community Outreach

• Emergency Back-Up Childcare Program

About Guidehouse

Guidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or guidehouse@myworkday.com.  Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse.  Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process.

If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse’s Ethics Hotline. If you want to check the validity of correspondence you have received, please contact recruiting@guidehouse.com. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant’s dealings with unauthorized third parties.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.