Client Delivery Executive

What success looks like in this role:

Service Delivery Leadership

• Lead and oversee the global and/or local delivery of IT services across one or more state government accounts.

• Ensure successful planning, implementation, and execution of contracted services in line with SLAs, KPIs, governance, cost, quality, and compliance requirements.

• Own the overall delivery strategy, aligning internal service lines, solutioning teams, partners, and client stakeholders.

Client Engagement & Governance

• Serve as the primary point of contact for operational delivery and issue resolution.

• Establish clear, consistent communication with client stakeholders and internal teams at both strategic and tactical levels.

• Lead or participate in regular governance meetings, including service performance reviews, status updates, change control, and client satisfaction sessions.

Team & Resource Management

• Build, lead, and manage a skilled delivery team to meet account objectives and timelines.

• Oversee resource planning, performance management, and workload prioritization to resolve operational or technical issues promptly.

Financial Management & Performance

• Manage service delivery budgets and schedules to optimize cost-efficiency and maintain performance standards.

• Track, report, and take corrective action on financial health indicators of the account (e.g., margin targets, cost variances, profitability).

• Collaborate on annual reviews of service level requirements and manage contractual scope, variations, and risks.

Risk & Compliance

• Ensure adherence to operational risk management practices and regulatory compliance (e.g., SOX, business continuity, audit readiness).

• Participate in business continuity planning and testing efforts in partnership with the client and internal teams.

Continuous Improvement & Innovation

• Drive a culture of continuous improvement by identifying service enhancements and operational efficiencies.

• Lead the implementation of the Continual Service Improvement and Innovation Program (CSIIP).

• Collaborate with service lines to introduce and present innovative solutions to the client on an ongoing basis.

Account Growth & Opportunity Identification

• Support account leadership in identifying new opportunities for growth within the client environment.

• Partner with business development teams to shape new services or extensions aligned with client needs and strategic direction.

You will be successful in this role if you have:

• Bachelor’s degree in Information Technology, Business Administration, or a related field; advanced degree or professional certifications (e.g., ITIL, PMP) preferred.
• 8+ years of professional experience in IT service delivery, client management, or program execution, including 2+ years in a leadership or management role overseeing service areas or teams.
• Strong academic or professional background in IT, business administration, or related disciplines with demonstrated ability to translate business needs into operational service strategies.
• Experience managing or delivering cloud-based solutions leveraging platforms such as AWS, Oracle Cloud Infrastructure (OCI), and Google Cloud Platform (GCP), particularly within hybrid or multi-cloud environments.
• Comprehensive understanding of IT outsourcing environments, including service desk operations, field services, network and infrastructure management, data centers, and application support.
• Demonstrated ability to manage complex service delivery models across multiple towers, ensuring alignment with Service Level Agreements (SLAs), governance frameworks, and contractual obligations.
• Deep knowledge of industry trends, evolving technologies, and best practices in enterprise IT services, with a keen awareness of public sector needs and constraints.
• Proven ability to manage financial performance, including budgeting, forecasting, cost control, and driving account profitability.
• Excellent communication, stakeholder management, and relationship-building skills, with a track record of working effectively with executive clients, delivery teams, and third-party partners.
• Experience contributing to continuous service improvement and innovation programs, with the ability to lead change and identify growth opportunities in collaboration with account teams.
   

Benefit Highlights:
Unisys offers an outstanding benefits package, featuring unlimite