Vice President, Delivery Operations

About This Role

This executive role leads and manages all aspects of service delivery for clients, ensuring accountability for delivery outcomes, team performance, and operational excellence. The Vice President acts as the primary escalation point for delivery-related issues, protecting client relationships and ensuring prompt resolution. This position focuses purely on delivery execution and operational rigor rather than presales or business development.

Responsibilities

• Model the way by driving growth and innovation, leading with humility and service to others, and fostering authentic connection and awareness.
• Own accountability for all delivery outcomes, including project-based, managed services, and hybrid client engagements.
• Serve as the primary escalation point for delivery challenges, risks, and billing or resourcing concerns, ensuring timely resolution and communication with leadership.
• Oversee the adoption of delivery frameworks designed to build client trust through transparent, consistent project execution and measurable results.
• Lead formal project review and audit processes to ensure quality, compliance, and continuous improvement.
• Exercise cross-functional authority over delivery disciplines, including Business Analysis, Quality Assurance, Independent Verification & Validation (IV&V), Data, Platform, and Custom Application teams.
• Establish governance standards that protect client satisfaction, profitability, and effective scope management.
• Act as a visible, trusted delivery executive with key accounts—proactively engaging to understand business drivers, operational realities, and success measures.
• Partner with Client Partners and Sales to scope engagements realistically, set accurate expectations, and protect delivery capacity.
• Implement and enforce delivery playbooks, performance metrics, and operational ceremonies to ensure predictability, quality, and repeatability.

Requirements

• 12+ years in IT professional services delivery
• 7+ years in executive or senior leadership roles with P&L or enterprise delivery accountability
• Bachelor's degree in business, technology, or a related field
• Active certification through PMI (PMP required)
• Proven history in customer-facing, professional services leadership roles
• Experience overseeing multi-discipline teams (PMO, Managed Services, Functional Roles, Platform/Custom Delivery)
• Demonstrated ability to implement governance frameworks, delivery metrics, and quality assurance practices at scale

Qualifications

• Bachelor's degree in business, technology, or a related field
• 12+ years in IT professional services delivery; 7+ years in executive or senior leadership roles with P&L or enterprise delivery accountability.

Nice to Have

• Advanced certifications in Program/Portfolio Management, Agile/Scaled Agile, or IT Service Management

Certifications