DELIVERY DIRECTOR, IT SERVICES, ERP /CRM IMPLEMENTATION

ITC WORLDWIDE; Lahore; On-site; PKR 3,000,000 - 4,500,000; Full time

Job summary

A leading global IT services provider seeks a proficient Delivery Director to manage and deliver complex CRM and ERP projects across multiple regions. The successful candidate will lead a dynamic team to ensure high-quality delivery, focusing on customer satisfaction and fiscal responsibility. With over 10 years of experience in IT services delivery, the role demands strong leadership, strategic thinking, and effective communication skills. The role involves significant responsibility, including managing a diverse portfolio of implementations and collaborating with cross-functional teams.

Qualifications

• 10+ years of IT industry experience with services delivery organization.
• Real-world experience with large Business Application implementations, preferably Dynamics 365.
• Strong oral and written communication skills in English.

Responsibilities

• Act as the Business Applications Domain Leader for project execution.
• Drive customer satisfaction and revenue through delivery excellence.
• Manage delivery portfolio and team performance.

Skills

Strategic thinking

Project management

Leadership

Stakeholder alignment

Crisis management

Communication skills

Tools

Microsoft systems

SAP systems

Job description

DELIVERY DIRECTOR, IT SERVICES, ERP /CRM IMPLEMENTATION

ITC Business Applications Domain

Delivery Practice is looking for an experienced and highly dynamic leader to take on a leadership role for TECHNICAL SERVICES & SUPPORT.

The Delivery Director role is a critical leadership position responsible for managing and delivering the portfolio of large CRM and ERP implementations, accountable for the delivery quality and performance to budget for a portfolio of complex CRM and ERP projects across the Americas & EMEA.

The Delivery Director will also ensure that effective standards, processes and tools are in place to ensure high quality delivery and then drive the quality through a team that he/she will directly manage. The goal is to ensure successful delivery of complex and large Dynamics implementations across. A very high degree of accountability comes with this role as he/she will be responsible for ensuring on‑time, on‑budget for the delivery portfolio that successfully delivers on Customer Outcomes.

Qualifications

Position Requirements:

• Business Leader. Independent strategic thinker about business issues, who can see the big picture and unite new and disparate ideas with practical plans, working comfortably in the face of ambiguity while driving persistently towards success
• Real‑world experience with large Business Application implementations, preferably Dynamics 365.
• Exposure to multi‑country and full life‑cycle complex CRM and/or ERP implementation projects across various industries
• Demonstrated track record of delivering complex projects.
• Capable of global leadership and reaching out to the appropriate global community to drive success
• Effective field services practice leadership, demonstrating executive maturity and building a high performing team.
• Proven track record of key stakeholder alignment, customer and partner satisfaction, driving revenue attainment, delivery excellence
• Executive‑level (CxO) interpersonal, verbal, written and presentation skills; ability to mesh well with customer decision makers, by being a good listener, a team builder and an articulate advocate of ITC's vision and value proposition
• Consulting start‑up experience a plus, as is having led a regional practice or business function as an Architect.
• Resourceful, confident under pressure, and has demonstrated skill in both crisis management and expectation management.
• Knowledge of Microsoft and SAP systems and tools highly desirable.
• Strong oral and written communication in English.
• Organizational, and interpersonal skills
• 10+ years IT industry experience with a minimum 10+ years of experience in services delivery organization
• Ability to travel as high as 50% as is demanded by the needs of our customers and our business
• #IS #ITSM #PMP

Responsibilities

• Act as the Business Applications Domain Leader for its key markets, owning the end‑to‑end business on delivery portfolio management and project execution to deliver on domain P&L and scorecard KPIs.
• Drives customer satisfaction and services revenue through delivery excellence, delivery resource development, direction and guidance.
• Manages a fiscally responsible practice, delivering on Delivery Margin through Modern Delivery levers and right mix of delivery resources/capabilities in each location/customer.
• Drives and is responsible for the teams billable utilization goals.
• Build a high‑performing and sustainable delivery practice focused on customer success.
• Hires the right talent to meet the demands of practice to support business growth.
• Collaborates effectively with Area/Sub Services leadership (Sales/AAD) to deliver on business goals aligned to customer outcomes, financial management of delivery portfolio and business forecasting against scorecard metrics.
• Manages a healthy delivery portfolio through portfolio governance and oversight of all services delivery activities.
• Act as project sponsor to key customers as required by the business.
• Partners very closely with the Managing Architects and Global Pursuit team to ensure the right people, doing the right work, at the right time, to create and deliver joint services propositions.
• Direct involvement with customers when necessary to provide executive support on key engagements and business development opportunities.
• Recognizes and develops team members strengths, aligned to capability needs, resulting in strong delivery results.
• Drives technical and professional role readiness across their team.
• Consistently achieves and frequently surpasses personal and team goals from quarter to quarter.
• Consistently manages areas of fiscal responsibility, staying within budget, and effectively staffing, and managing resources.
• Generates an inclusive workgroup environment, which encouraged cross‑group collaboration.
• Communicates vision, business direction, & workgroup core priorities.
• Demonstrates and drives valuable customer partner interactions.