CloudFactory is changing the way the world works by providing an on-demand, digital workforce for scaling critical business processes in the cloud. We are also on a mission to create meaningful work for as many people as possible.
This is a senior role that demands ownership, adaptability, and influence. It is a unique opportunity to elevate how CloudFactory delivers for its clients while shaping scalable delivery systems in a mission-driven, high-performance environment.
Responsibilities
Service Delivery Oversight
- Lead the day-to-day delivery of services for assigned client accounts.
- Ensure service levels are met and delivery meets agreed quality standards.
- Coordinate across internal functions (such as operations, quality assurance, training, and technology) to resolve issues and implement delivery improvements.
Client Relationship Management
- Maintain and grow strong, trust-based relationships with client stakeholders at the C-Suite level.
- Act as the primary point of contact for assigned accounts.
- Collaborate with client stakeholders on evolving needs and contribute to account growth and renewal strategies.
Team Leadership & Culture
- Lead, coach, and support delivery teams to maintain a high-performance culture.
- Foster a collaborative, feedback-driven, and results-oriented team environment.
Performance & Escalation Management
- Monitor service delivery performance metrics (including SLAs and KPIs), identifying and addressing any performance gaps proactively.
- Manage client expectations and respond to escalations professionally and promptly.
Reporting & Data Insight
- Report on account health, delivery performance, and associated risks.
- Analyze delivery data and identify opportunities to increase efficiency, reduce waste, and improve client outcomes.
Continuous Improvement
- Identify and implement continuous improvement initiatives to streamline workflows, enhance service quality, and drive operational excellence.
Stakeholder Management
- Build and maintain strong, trust-based relationships with both internal and external stakeholders by serving as the primary point of contact for assigned client accounts.
- Collaborate cross-functionally with internal teams (e.g., operations, QA, training, tech) to align on delivery priorities, represent client needs, and ensure timely issue resolution.
- Influence internal stakeholders and support team development while managing client expectations, facilitating strategic conversations, and driving long-term value through effective relationship stewardship.
Requirements and Competencies
Competency Requirements
- Client Relationship & Influence: Shapes strategic delivery conversations and influences senior client stakeholders.
- Service Delivery Execution: Oversees end-to-end service delivery with clarity, structure, and high accountability.
- SLA Management & Team Performance: Drives performance using data and ensures consistent delivery against service standards.
- Team Leadership & Coaching: Builds leadership depth and fosters a resilient, accountable delivery culture.
- Continuous Improvement: Champions scalable innovation and embeds a culture of learning.
- Risk & Issue Management: Anticipates and resolves complex risks through structured, proactive management.
- Cross-functional Collaboration: Ensures strong integration across teams and removes organizational blockers.
- Business & Commercial Acumen: Connects delivery execution to business value and supports strategic account decisions.
- Autonomy & Accountability: Leads independently with full delivery ownership; ensures accountability across the team.
- Effective Communication: Communicates with impact and intention, especially in high-stakes delivery scenarios.
Qualifications
- Bachelor's degree in Project Management, Business Administration, or technological field such as Engineering, Computer Science.
- Minimum 5 years of experience in service delivery management, project management or client success, including leading teams and large client accounts.
- Proven track record of managing delivery across complex or multi-stakeholder environments.
- Leadership and coaching experience, especially across distributed or cross-functional teams.
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