Sutherland

Company Description

About Sutherland:

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, they’re our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through market-leading technology and business process excellence.

We’ve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless “as a service” model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

Job Description

As the Account Delivery Head (ADH), owning the delivery engagements, acting as the central point of contact for the organization’s delivery is the primary expectation. As a Customer-Centric Delivery Leader shall oversee the delivery of services and solutions that meet the evolving needs of our customers, driving customer satisfaction and business growth. In-depth understanding of telecommunications technologies (e.g. OSS/BSS, MVNO/E, VAS, Telco Cloud and Infrastructure) is a must. This role is crucial for identifying new opportunities, accelerating revenue, expanding into new tracks of this account, and scaling operations to meet the company's growth objectives. This role requires balancing the effective execution of service delivery with proactive strategies for identifying opportunities that fuel business expansion. This role will combine operational leadership with strategic thinking, ensuring that projects are delivered on time and within scope, while also aligning with growth objectives. Looking for Delivery leader with Growth Mindset, ability to think strategically about how delivery can drive growth, improving customer satisfaction, identifying new market opportunities, and optimizing delivery processes.

Key Responsibilities:

• End-to-End Customer-Focused Delivery: This Delivery Leader should focus on understanding and meeting customer needs, with the ability to turn insights into growth-driving actions. Ensure that all projects and services delivered meet or exceed customer expectations, with a strong focus on customer satisfaction, quality, and long-term relationships.
• Stakeholder Management: Build and maintain strong relationships with clients, business leaders, and key stakeholders. Ensure continuous communication to manage expectations and resolve issues. Ability to map to Client stakeholders at CIO, CTO levels and be their trusted partner on strategy and execution.
• Growth Strategy Execution: Develop and implement delivery strategies that support the organization’s growth targets, including identifying opportunities for upsell, cross-sell, and expanding customer accounts. Work closely with senior leadership to develop and implement growth-focused delivery strategies that support expansion into new markets, customer segments, or additional services. Innovation Focused interest in continuously exploring new technologies, methodologies, and processes to support business growth.
• Customer Engagement & Retention: Will be a key point of contact for customer stakeholders, ensuring seamless communication, proactive issue resolution, and building trust and loyalty. Cultivate and strengthen relationships with key clients to ensure satisfaction, retention, and identify opportunities for growth through new solutions, renewals, or expanded scope.
• Cross-Functional Collaboration: Collaborate with sales, marketing, product development, and support teams to create and deliver solutions that meet customer needs and align with growth objectives.
• Identify Upsell and Cross-Sell Opportunities: Proactively identify and act on opportunities for upselling or cross-selling additional products or services to existing clients, driving revenue growth within existing accounts.
• Project Risk and Issue Management: Monitor and mitigate risks, project delays, and scope changes that may impact delivery timelines and customer satisfaction, ensuring smooth project execution and minimizing disruptions.
• Metrics and Reporting: Track key performance indicators (KPIs) for delivery success and growth, including client satisfaction, project profitability, and expansion opportunities. Provide regular updates to senior leadership.
• Budget and Financial Management: Ensure the financial health of the projects by managing budgets, forecasting costs, and controlling expenses. Actively seek ways to increase the value delivered to customers while driving profitability.
• Feedback Loop for Continuous Improvement: Gather and analyze customer feedback to enhance service offerings, identify areas for improvement in delivery, and adjust strategies to better meet client expectations.
• Innovation and Process Improvement: Stay abreast of industry trends, tools, and technologies, incorporating innovative solutions that streamline delivery and unlock growth potential for the business.

Qualifications

Key Skills:

• Excellent communication and interpersonal skills to manage senior-level clients.
• Strong leadership skills with a track record of leading cross-functional teams.
• Proficiency in project management methodologies and ability to analyze client needs and create actionable strategies.
• Problem-solving and decision-making abilities in high-pressure situations.

Additional Information

Why Join Us?

If you are a passionate developer with expertise in Java, front-end frameworks (React, Angular, AEM), and multi-stack technologies, and have a proven track record of leading teams and resolving complex technical issues, we invite you to be part of our innovative team. Apply now to lead impactful projects and drive excellence!

EEOC and Veteran Documentation

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