Director, Client Delivery

ABOUT XCEPTOR

Data is at the heart of everything we do: Xceptor has been designed around data manipulation in its broadest sense. We source data from wherever it flows. We curate, normalise, validate, repair, and enrich that data so it reaches its destination in a reliable and consistent format. Data coming out of Xceptor is data our clients can trust.

We are recognised as an expert in the Financial Services vertical, which strongly aligns with Business Users in Middle and Back-Office teams. We enable these users to solve their data challenges by themselves, rather than through a technology-led project.

Our People are subject matter experts. We understand our client’s challenges and we’ve got the experience and knowledge to solve them. Our talented team has a deep understanding of the unique challenges of the industry - we can empathise, engage, and speak the same language as our clients.

Our Vision is to be the leading platform for automating data flows.

Our Mission is to empower business users within Financial Institutions to build automated processes that deliver trusted data.

Our Values were created by our people, and speak to both who we are, and who we aspire to be. Ambition is in our DNA, and we embrace any opportunities ahead. Our curiosity and desire to grow drives us to learn from our customers and those around us. Our people are empowered, accountable, and deliver. We pull together, step up and focus on outcomes. The brilliance of our people makes a positive difference.

Base Salary Range - $180,000 - $230,000 plus bonus.

Business area and team

The Client Delivery group provides implementation, upgrade and professional services to our clients, working collaboratively with our sales and client success organizations to accelerate client acquisition and engaging proactively with our existing clients on new opportunities. The business unit is focused on guiding our clients to adopt best practices and implement our standard solutions, ultimately enabling our clients to maximize their return on investment.

The Role 

The Head of Client Delivery is a regional leadership position responsible for overseeing the successful selling and delivery of projects and services across the North America region.

They act as a regional leader, ensuring all projects are delivered on time and to budget, whilst satisfying client expectations, implementing and evolving project management processes in line with global governance and control standards.

They also play a fundamental role in owning the Professional Services P&L for the region. This includes working with sales and presales to support new client acquisition and client expansion projects – whilst simultaneously building services pipeline for lifecycle services, upgrades, optimization and client enablement.

Key Responsibilities

Project Management

• Project Governance and Control Framework oversight: risk management, change management, financial discipline and reporting capabilities
• Manage client expectations: Effectively communicate timelines, status, risks and issues, budgets, and project scope to clients, managing their expectations throughout the delivery lifecycle.
• Ensure projects delivered by the team meet global PM standards
• Manage and resolve project escalations which may occur; own the return to green plans and stakeholder management internally and externally
• Accurately forecast project revenue and costs over the duration of the project to drive profitability and prioritisation requirements.

Professional Services Sales Ownership:

• Own, expand, drive and manage the regional professional services sales pipeline, accurately estimating pipeline deals at various stages of the sales process.
• Engage and collaborate with all internal teams to gain support for landing the deals in the pipeline and converting business into reality in accordance with the sales plan.
• Instigate sales campaigns in collaboration with internal teams to maximise adoption of PS and client success through team delivery.

Delivery Leadership:

• Support the design and implementation of the global delivery strategy, ensuring consistent delivery excellence across all regions.
• Track performance goals and KPIs: monitor and act upon key performance indicators (KPIs) which measure the effectiveness of the delivery function and track progress towards strategic goals.
• Standardize delivery processes and methodologies: Implement consistent delivery methodologies to ensure efficiency and quality.
• Identify and manage delivery risks: Proactively identify and mitigate potential risks associ