Executive Director of Client Delivery

toshibaglobalcommercesolutions; Durham (NC); On-site; USD 190,000 - 260,000; Full time

Job summary

Toshiba Global Commerce Solutions seeks an Executive Director of Client Delivery to lead hands-on technical delivery across complex software environments. The role requires fluency across the software stack, direct customer interaction to explain implementations, and the discipline to coordinate internal teams around commitments, risks, and client outcomes.

The successful candidate will drive delivery governance, manage escalations, and ensure production readiness while maintaining clear,

Qualifications

• Deep practical depth across software architecture, deployment pipelines, and production support.
• Proven ability to discuss implementations with customers, trade-offs, and delivery risks.
• Experience coordinating cross-functional teams to meet client commitments.
• Ability to balance hands-on delivery with leadership when needed.
• Strong communication to customers, leadership, and technical teams.
• Knowledge of DevOps practices, quality engineering, and production readiness.

Responsibilities

• Lead client delivery for complex software implementations, deployments, upgrades, and production readiness.
• Maintain hands-on fluency across the software stack to assess feasibility and risks.
• Translate technical details into clear client-facing explanations and timelines.
• Engage with customers to address technical concerns and build confidence in plans.
• Coordinate engineering, QA, architecture, DevOps, product, and support around priorities and go-live commitments.
• Drive delivery discipline through planning, readiness reviews, risk management, and release coordination.
• Provide hands-on guidance to validate approach and remove blockers.
• Use delivery metrics and client feedback to improve predictability and quality.

Skills

Executive delivery leadership

Customer-facing communication

Cross-functional coordination

Technical risk management

DevOps practices

Production readiness

Job description

Toshiba Global Commerce Solutions is seeking an Executive Director of Client Delivery that will be a hands-on technical delivery leader responsible for ensuring successful client implementations, solution adoption, and production readiness across complex software environments. This role requires practical fluency across the software stack, the ability to work directly with customers to explain technical implementations and resolve delivery concerns, and the discipline to coordinate internal teams around commitments, dependencies, risks, and client outcomes.

Key Responsibilities

• Lead client delivery execution for complex software implementations, integrations, deployments, upgrades, and production readiness activities.
• Maintain hands-on fluency across the software stack to assess implementation feasibility, integration behavior, configuration impacts, environment dependencies, security considerations, deployment readiness, and operational risk.
• Translate technical implementation details into clear client-facing explanations, delivery impacts, risks, trade-offs, and timeline considerations.
• Engage directly with customers to explain implementation approach, clarify solution behavior, address technical concerns, manage escalations, and build confidence in delivery plans.
• Coordinate internal engineering, QA, architecture, DevOps, product, support, services, and program teams around client priorities, delivery dependencies, issue resolution, and go-live commitments.
• Drive delivery discipline through implementation planning, readiness reviews, technical risk management, issue tracking, release coordination, and transparent client status communication.
• Provide hands-on technical guidance during client delivery to validate implementation approach, troubleshoot blockers, evaluate integration risks, and ensure the solution can operate successfully in the client environment.
• Use delivery metrics, client feedback, defect trends, deployment outcomes, support data, and production readiness indicators to improve client delivery predictability and implementation quality.

Required Qualifications

• Demonstrated ability to understand and discuss software architecture, application design, integration patterns, deployment pipelines, databases, infrastructure, security, observability, and production support at a practical technical depth.
• Proven experience communicating directly with customers, including explaining technical implementations, discussing trade-offs, handling escalations, and aligning client needs with delivery execution.
• Strong track record of coordinating cross-functional execution across engineering, QA, product, architecture, DevOps, operations, support, services, and program teams to meet client commitments.
• Ability to balance client delivery leadership with hands-on technical engagement when needed to assess risk, clarify implementation direction, resolve blockers, or support customer confidence.
• Strong communication skills, including the ability to present clearly to customers, senior leadership, and technical audiences.
• Strong understanding of implementation delivery, DevOps practices, quality engineering, release coordination, operational support models, production readiness, and continuous improvement practices.

Preferred Qualifications

• Experience in customer-facing technology leadership roles supporting complex implementations, enterprise integrations, or mission-critical production systems.
• Experience supporting enterprise software implementations in platform, retail technology, payments, commerce, cloud, or similarly complex technology environments.
• Background in platform modernization, cloud migration, microservices, API strategy, mobile or edge computing, data platforms, or high-availability transaction systems.
• Familiarity with delivery and reliability indicators such as deployment health, lead time, change failure rate, mean time to recovery, defect escape trends, customer-impacting incidents, and acceptance quality.
• Experience working in regulated, security-sensitive, or high-availability environments where reliability, compliance scalability, and customer confidence are critical.

Client Delivery Expectations

• Operate as a credible bridge between customers, client delivery teams, product leaders, architecture, and technical execution teams.
• Communicate technical risks, delivery impacts, quality concerns, and implementation trade-offs in clear customer and business terms.
• Demonstrate the judgment to engage deeply in technical details when needed while keeping internal teams focused on client outcomes, implementation quality, and delivery commitments.

Success Measures

• Customer confidence improves through clear technical communication, reliable delivery commitments, and effective escalation management.
• Client implementations, deployments, and readiness activities are delivered with quality, predictability, and alignment to business priorities.
• Technical implementations are