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

Job Title:

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

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our gamechangers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

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

About the Role

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.

What You Will Do:

Client Delivery & Accountability

• 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.

P&L & Commercial Management

• 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.

Practice & Capability Leadership

• 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.

People Leadership