Senior Director, Delivery — Retail, eCommerce & Automotive IT Services | Delivery Leadership

About the position We are looking for a seasoned delivery leader to own end-to-end client success across our Retail, eCommerce, and Automotive verticals. As Senior Director of Delivery, you will be accountable for the health, growth, and profitability of a portfolio of client engagements spanning Time & Material staff augmentation and fixed-fee outcome-driven programs. You will lead cross-functional delivery teams across our Consulting, Data & AI, Customer Experience Technologies, Digital Experience Technologies, and Software Engineering practices, ensuring we consistently deliver measurable business value to our clients. This is a highly visible role that sits at the intersection of client relationship management, P&L ownership, and operational excellence.

Responsibilities

• Own delivery outcomes across a portfolio of T&M and fixed-fee engagements, ensuring projects are delivered on time, within budget, and to the quality standards expected by enterprise clients in Retail, eCommerce, and Automotive sectors.
• Serve as the executive sponsor and primary escalation point for key client relationships, building deep trust with C-suite and VP-level stakeholders.
• Drive client satisfaction scores (CSAT/NPS) and lead quarterly business reviews that demonstrate realized value and outcomes.
• Proactively identify delivery risks and implement mitigation strategies before they become client issues.
• Own the financial performance of your vertical portfolio including revenue, margin, utilization, and forecasting.
• Partner with Sales and Account Management to support contract renewals, scope expansions, and new business pursuits within existing accounts.
• Manage commercial constructs across both T&M staff augmentation engagements and outcome-based fixed-fee projects, ensuring appropriate governance and change control disciplines are in place.
• Collaborate closely with practice leads across Consulting, Data & AI, Customer Experience Technologies, Digital Experience Technologies, and Software Engineering to deploy the right capabilities against client needs.
• Ensure that delivery methodologies, quality frameworks, and tooling are consistently applied across engagements.
• Champion the adoption of AI-augmented delivery and modern engineering practices to improve delivery efficiency and outcomes.
• Lead, mentor, and grow a team of Delivery Managers, Project Managers, and Engagement Managers embedded across client accounts.
• Build a high-performance delivery culture centered on accountability, client obsession, and continuous improvement.
• Partner with Resource Management and Talent teams to ensure the right people are deployed on the right engagements at the right time.
• Support hiring, onboarding, and career development for delivery talent within your verticals.
• Bring deep understanding of the business priorities, technology trends, and competitive dynamics shaping Retail, eCommerce, and Automotive industries.
• Act as a trusted advisor to clients, helping them connect technology investments to business outcomes such as revenue growth, cost reduction, customer experience improvement, and operational efficiency.
• Represent the company at industry events, client briefings, and executive forums.

Requirements

• 15+ years of progressive experience in IT services delivery, consulting, or technology solutions, with at least 5 years in a senior delivery leadership role managing complex multi-million-dollar portfolios.
• Proven experience delivering across one or more of the following verticals: Retail, eCommerce, or Automotive.
• Strong command of both T&M staff augmentation models and fixed-fee outcome-based engagement structures, including the commercial and governance nuances of each.
• Hands-on experience with delivery across multiple technology practices — ideally including Data & AI, Customer or Digital Experience platforms, and Software Engineering.
• Track record of growing client accounts organically through delivery excellence and trusted advisor relationships.
• Strong financial acumen with direct P&L ownership experience.
• Excellent executive communication and stakeholder management skills — comfortable presenting to and influencing C-suite clients.
• Experience leading geographically distributed and offshore/nearshore delivery teams.
• Familiarity with delivery methodologies including Agile, SAFe, and waterfall-hybrid approaches.

Nice-to-haves

• Experience with platforms commonly used in the target verticals such as Salesforce Commerce Cloud, SAP, Adobe Experience Manager, Snowflake, Databricks, or automotive-specific connected vehicle or dealer management platforms.
• MBA or advanced degree in a relevant field.

Benefits

• Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.