Delivery Director – North America

Job Summary

As Delivery Director – North America, you will lead delivery operations across both project-based delivery and managed services, ensuring consistent execution, high-quality outcomes, and strong client satisfaction across our engagements.

You will lead a multi-level organization of Associate Consultants, Consultants, and Managers across Delivery and Managed Services, creating the operating environment, standards, and leadership needed for teams to perform at their best.

You will also play a key role in evolving how we deliver services by embedding AI-enabled capabilities across delivery workflows, support operations, and solution implementation, improving efficiency, consistency, quality, and scalability across the North American organization.

What You’ll Be Working On

Lead & Scale Delivery

• Lead North America delivery operations across project-based engagements and managed services, ensuring consistent execution, quality, and client satisfaction

• Establish scalable delivery practices, governance, and operational standards across teams

• Ensure effective staffing, capacity planning, and resource allocation to support customer commitments and business growth

• Drive predictable performance across quality, timelines, utilization, and delivery outcomes

Drive Client & Delivery Excellence

• Ensure high-quality outcomes and a consistent customer experience across engagements

• Monitor delivery health, solution quality, customer satisfaction, risks, and escalations

• Provide executive oversight and leadership for complex, strategic, or at-risk engagements

• Turn customer feedback and lessons learned into continuous improvements across delivery

Lead & Develop Teams

• Lead and develop a multi-level organization of Associate Consultants, Consultants, and Managers across Delivery and Managed Services

• Set clear expectations for performance, accountability, collaboration, and professional development

• Coach Managers, strengthen leadership capabilities, and build succession plans

• Foster a high-performing, inclusive, and collaborative culture focused on ownership and continuous improvement

Optimize Performance & Innovation

• Manage key delivery indicators including utilization, capacity, quality, customer satisfaction, revenue, and margin

• Use data and operational insights to identify risks, capability gaps, and opportunities for improvement

• Drive adoption of AI, automation, and standardized delivery practices to improve productivity, consistency, and quality

• Ensure AI-enabled capabilities are embedded responsibly across project delivery, managed services, and solution implementation

Collaborate & Grow

• Partner with Sales, Solution Consulting, Engagement Management, Finance, and People teams to align customer commitments, capacity, and business priorities

• Ensure effective transition from sales and scoping through delivery and ongoing services

• Collaborate with regional and global leaders to align delivery standards and share best practices

• Identify opportunities to increase customer value and support sustainable growth

To succeed in this role, you bring:

• Significant leadership experience in professional services, technology consulting, or managed services, with responsibility for multi-level delivery teams
• Proven ability to lead and scale project-based delivery and managed services operations, ensuring quality, consistency, and client satisfaction
• Strong expertise in delivery operations, including resource and capacity management, utilization, governance, forecasting, and performance management
• Strong commercial and business acumen, with experience managing delivery against revenue, margin, utilization, and customer objectives
• Demonstrated ability to develop Managers and build high-performing teams, creating accountability, engagement, and growth
• Experience managing complex client engagements, executive stakeholders, and escalations
• Ability to drive operational transformation and continuous improvement, leveraging AI, automation, data, and standardized delivery practices

Experience within the Atlassian ecosystem, enterprise service management, Agile, or technology transformation is a plus.

Your strengths

• Strong people leadership, with the ability to empower Managers and build high-performing teams
• Excellent business and commercial acumen, balancing client satisfaction, team performance, quality, and profitability
• Strong operational mindset, with the ability to turn data and insights into clear priorities and actions
• Excellent communication and stakeholder management skills, including with senior executives and complex client situations
• Ability to lead change and continuous improvement in a growing, fast-paced environment
• Collaborative and pragmatic mindset, with a strong interest in leveraging AI and automation to improve how services are delivered