DELIVERY DIRECTOR, IT SERVICES, ERP /CRM IMPLEMENTATION

Delivery Director – Technical Services & Support

ITC Business Applications Domain Delivery Practice is looking for an experienced and highly dynamic leader to take on a leadership role for Technical Services & Support.

About the Role

The Delivery Director role is a critical leadership position responsible for managing and delivering the portfolio of large CRM and ERP implementations, accountable for the delivery quality and performance to budget for a portfolio of complex CRM and ERP projects across the Americas & EMEA.

The Delivery Director will ensure that effective standards, processes and tools are in place to ensure high quality delivery and drive the quality through a team that he/she will directly manage. The goal is to ensure successful delivery of complex and large Dynamics implementations across. A very high degree of accountability comes with this role as he/she will be responsible for ensuring on-time, on-budget delivery of a portfolio that successfully delivers on Customer Outcomes.

Responsibilities

• Act as the Business Applications Domain Leader for key markets, and own the end-to-end business on delivery portfolio management and project execution to deliver on domain P&L and scorecard KPIs
• Drive customer satisfaction and services revenue through delivery excellence, delivery resource development, direction and guidance
• Manage a fiscally responsible practice and deliver on Delivery Margin through Modern Delivery levers and right mix of delivery resources/capabilities in each location/customer
• Drive and be responsible for the team's billable utilization goals
• Build a high-performing and sustainable delivery practice focused on customer success by hiring the right talent to meet the demands of practice to support business growth
• Collaborate effectively with Area/Sub Services leadership (Sales/AAD) to deliver on business goals aligned to customer outcomes, financial management of delivery portfolio and business forecasting against scorecard metrics
• Manage a healthy delivery portfolio through portfolio governance and oversight of all services delivery activities
• Act as project sponsor to key customers as required by the business
• Partner closely with the Managing Architects and Global Pursuit team to ensure the right people, doing the right work, at the right time, to create and deliver joint services propositions
• Provide direct involvement with customers when necessary to provide executive support on key engagements and business development opportunities
• Recognize and develop team members' strengths, aligned to capability needs, resulting in strong delivery results
• Drive technical and professional role readiness across the team
• Consistently achieve and frequently surpass personal and team goals from quarter to quarter
• Manage areas of fiscal responsibility, staying within budget, and effectively staffing and managing resources
• Generate an inclusive workgroup environment which encourages cross-group collaboration
• Communicate vision, business direction, and workgroup core priorities
• Demonstrate and drive valuable customer partner interactions

Requirements

Experience & Background:

• 10+ years IT industry experience with a minimum 10+ years of experience in services delivery organization
• Real-world experience with large Business Application implementations, preferably Dynamics 365
• Exposure to multi-country and full life-cycle complex CRM and/or ERP implementation projects across various industries
• Demonstrated track record of delivering complex projects
• Effective field services practice leadership, demonstrating executive maturity and building a high performing team
• Proven track record of key stakeholder alignment, customer and partner satisfaction, driving revenue attainment, delivery excellence

Leadership & Skills:

• Business Leader: independent strategic thinker about business issues, who can see the big picture and unite new and disparate ideas with practical plans, working comfortably in the face of ambiguity while driving persistently towards success
• Capable of global leadership and reaching out to the appropriate global community to drive success
• Executive-level (CxO) interpersonal, verbal, written and presentation skills; ability to mesh well with customer decision makers, by being a good listener, a team builder and an articulate advocate of ITC's vision and value proposition
• Resourceful, confident under pressure, and demonstrated skill in both crisis management and expectation management
• Strong oral and written communication in English
• Organizational and interpersonal skills

Desirable Qualifications:

• Consulting start-up experience
• Led a regional practice or business function as an Architect
• Knowledge of Microsoft and SAP systems and tools

Other:

• Ability to travel as high as 50% as demanded by the needs of customers and business
• #IS Deliver #ITSM #PMP