Senior Vice President, Client Technology Delivery

Overview

The Senior Vice President of Client Technology Delivery is responsible for building and scaling a high-performing client delivery organization that drives successful client onboarding, manages ongoing change and enhancement requests, and operates as a profitable professional services business.

 

This role has explicit accountability for measurable client outcomes, including retention, satisfaction (e.g., NPS), and long-term platform adoption. The SVP partners closely with Product, Engineering, Sales, Client Success, Finance, and Operations to ensure predictable delivery, strong governance, and sustainable growth.

Responsibilities

• Run Client Technology Delivery as a P&L function with accountability for revenue, margin, utilization, and delivery costs
• Drive measurable improvements in client outcomes, including retention, satisfaction (e.g., NPS), and long-term platform adoption
• Design and operationalize scalable, compliant delivery processes for onboarding, enhancements, and change management
• Own delivery risk management, including dependency tracking, issue escalation, and mitigation planning
• Scale a global delivery model that supports company growth, client retention, and predictable execution
• Utilize Valeris’ values as the driving force behind the team’s success
• On time adherence to training deadlines for all corporate policies and procedures
• Ensure all SOPs are followed with consistency
• Perform additional tasks or projects as assigned

Professional Services & P&L Ownership

• Own the professional services P&L, including revenue forecasting, margin management, pricing models, and cost controls
• Establish financial governance and forecasting discipline to support predictable revenue recognition and scalable growth
• Define and track key business metrics such as utilization, realization, margin, backlog, delivery velocity, and client outcomes
• Partner with Finance and Sales to establish pricing, packaging, and profitability models

 

Client Delivery, Risk & Execution Assurance

• Oversee all client technology implementations, enhancements, and change requests
• Ensure consistent, predictable delivery outcomes while meeting timelines, budgets, contractual commitments, and quality standards
• Own delivery risk management, including dependency tracking, escalation paths, and mitigation planning
• Act as executive sponsor and escalation point for strategic client engagements and delivery issues
• Drive continuous improvement in delivery quality, client satisfaction, and operational efficiency

 

Technology Leadership (Non-Engineering)

• Provide clear technology delivery leadership without direct ownership of Engineering execution
• Ensure delivery teams effectively leverage platform capabilities, tooling, data, and reporting to meet client needs
• Translate delivery insights, risks, and client feedback into actionable input for Product and Engineering roadmaps
• Own delivery tooling, metrics, data, and executive reporting to support transparency and decision-making

 

Operating Model, Process & Governance

• Design and implement scalable delivery frameworks (Agile / hybrid models) aligned to regulated and patient-services workflows
• Standardize onboarding, enhancement intake, estimation, prioritization, and release processes
• Establish governance models for scope control, change management, compliance, and client expectations
• Ensure delivery practices meet internal controls, regulatory requirements, and audit expectations

 

Offshore & Nearshore Delivery Strategy

• Own the strategy, operating model, and performance of all offshore and nearshore delivery capabilities
• Ensure offshore delivery aligns with client expectations, contractual commitments, and quality standards
• Act as executive escalation point for offshore delivery risks, performance gaps, or client concerns
• Drive continuous improvement in offshore productivity, engagement, and delivery outcomes

 

Capacity Planning & Talent Management

• Own capacity forecasting and workforce planning aligned to sales pipeline and client demand
• Build hiring, onboarding, and training programs to support scale and quality
• Maintain target utilization while balancing delivery sustainability and team engagement
• Develop career paths, performance metrics, and succession planning for delivery leaders

 

Sales, Client Success & Cross-Functional Partner