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 Partnership

• Partner with Sales on scoping, estimation, and delivery planning during pre-sales
• Partner with Client Success to ensure smooth handoffs from implementation to steady-state operations
• Ensure commitments made during sales cycles are executable, profitable, and aligned with delivery capacity
• Support expansion and upsell opportunities through delivery credibility and execution excellence

Leadership & Culture

• Build and lead a high-performance delivery organization with strong accountability and engagement
• Lead through periods of change, transformation, and rapid growth
• Coach and develop delivery leaders (Directors, Engagement Managers, Program Managers)
• Serve as a member of the executive leadership team, contributing to company strategy and growth
• Represent the company externally with clients, partners, and industry forums as needed

Qualifications

Required Experience

• Bachelor’s degree required; advanced degree preferred
• 10+ years in client delivery, professional services, or consulting leadership roles
• Proven experience running professional services or client delivery as a P&L
• Experience managing onshore & offshore capacity and optimizing delivery costs
• Strong background in technology-enabled service delivery (SaaS, healthcare tech, platforms, or regulated industries preferred)
• Demonstrated success scaling delivery organizations and operating models
• Experience implementing Agile or hybrid delivery methodologies
• Experience leading organizations through periods of change and transformational growth
• Strong executive presence with clients and internal stakeholders

Preferred Experience

• Experience in healthcare, life sciences, patient services, or regulated environments
• Prior responsibility for onboarding complex enterprise clients
• Experience partnering closely with Product and Engineering organizations
• Offshore and nearshore delivery leadership experience 

Physical Demands & Work Environment

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit for long periods of time, use hands to type, handle or feel; and reach with hands and arms. Prefer candidates who can type at least 35 words per minute with 97% accuracy. 
• Although very minimal, flexibility to travel as needed is preferred. 
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, etc.