POSITION: CLIENT DELIVERY LEAD

LOCATION: CHICAGO, IL

TYPE: REMOTE/HYBRID

Our direct client, a successful global software platform organization is in need of a Client Delivery Lead with QSR experience.

Purpose

The Client Delivery Lead is a core role that will ensure the delivery of implementation and support services to their clients across the United States. You will be a technologist at heart whose passion for technology and delivery of quality software into global markets is only rivalled by your passion for people and delivery excellence reporting to the Chief Engineering Officer.

Key accountabilities

• Responsible for all aspects of client implementation and support services across clients in USA.
• Build and lead our Client Delivery Team in USA.
• Lead implementation projects ensuring successful delivery on time with highest levels of quality.
• Build strong relationships with client's key technology and operations stakeholders to enable smooth collaboration across teams.
• Understand client's business processes and technology environment and define an optimal implementation approach that minimizes integration effort and maximizes business value.
• Work closely with their team and client teams to develop an end-to-end implementation and rollout plan.
• Collaborate with all teams involved in implementation and support to ensure successful delivery of the services.
• Ongoing tracking and reporting of the projects to client stakeholders.
• Ensure delivery of support services as per agreed service level agreements (SLAs) for clients.
• Support sales / pre-sales efforts in shaping up the implementation solution and presenting it to the clients.
• Share customer feedback and challenges with product engineering teams to facilitate roadmap prioritization.

Qualifications

• 10 years of experience in leading enterprise software implementations for large organisations at scale.
• Prior experience in leading system integration and enterprise software implementation projects, preferably in cloud-based environments.
• Strong technical background and project / program management experience.
• Proven experience in building and managing high performing teams.
• Strong interpersonal and client communication skills.
• Demonstrated resilience to handle challenges and solve complex client problems.

Nice to have:

• Prior experience in managing support services.
• Prior experience in workforce management solutions.
• Prior experience working with Quick Service Restaurant and / or Retail industry.