Delivery Sector Lead

Job Details

CloudFactory is a mission-driven team unlocking the potential of AI by combining advanced technology with a global network of talented people. As a Delivery Sector Lead, you will own accountability for the successful delivery of your portfolio of accounts, ensuring Quality First Every Time execution by meeting all internal and client SLAs consistently while protecting and growing revenue. You will provide strategic oversight of your account portfolio, lead and develop your Delivery Owners, and act as a senior stakeholder across governance, risk, and client relationship activities. This is a full-time, remote position with remote and home working, market competitive salary, quarterly variable compensation, comprehensive medical cover, and personal development opportunities.

Key Duties and Responsibilities

• Provide longer-term, strategic oversight and planning of your account portfolio, maximizing retention and growth through partnerships with GTM colleagues and mentoring Delivery Owners.
• Maintain strong governance across accounts, ensuring they meet or exceed all quality metrics; manage deviations back to green within 60 days.
• Sit as a senior stakeholder on QBRs for appropriate accounts, ensuring leadership representation.
• Proactively identify and manage business risk related to service delivery, liaising cross-functionally.
• Proactively plan and execute business- and people-related risk and change management.
• Plan deployment of people and resources to fulfill needs of existing and new accounts as portfolio grows.
• Identify causes of churn and lessons learned, bringing learnings to the DLT as actions for wider business.
• Drive actions to ensure growth, stability, and quality-first execution while achieving all metrics.
• Own responsibility for all Delivery Owners within portfolio, managing for high performance, satisfaction, utilization and efficiency against CloudFactory values.
• Cultivate a growth environment investing in people through stretch goals, frequent feedback, and effective coaching.
• Support, lead, and coach team to ensure maximum performance, growing talent and supporting underperformers.
• Role-model strong team working across locations and functions.

Qualifications, Skills and Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field, or equivalent practical experience.
• Significant experience in service delivery, account management, or program management, including senior leadership experience in a service-oriented environment.
• Experience leading teams virtually on a global scale.
• Ability to work under pressure and manage multiple tasks simultaneously.
• Outstanding communication skills, with ability to communicate at all levels.
• Strong attention to detail.
• Able to drive deliverables through collaboration and cross-functional teamwork.
• Demonstrated proactive leadership of delivery objectives.
• Knowledge of creating and supporting career development plans and performance managing low performers.
• Experience growing talent and building succession plans.
• Understanding of business-to-business service environments.
• Able to create positive work environment, maintain morale, and establish healthy working relationships.