[Hiring] Executive Director, Service Delivery @CAI

Role Description

CAI is looking for an Executive Director, Service Delivery - Public Sector focused on State and Local Government accounts across the Country. This individual will be responsible for leading overall delivery and ensuring quality services for State and Local Government accounts, projects, and initiatives. Additionally, this role would support vertical sales, business development, and building new customer relationships at a national level. This is a full-time, remote opportunity that does require 25-30% travel.

What You’ll Do

• Service Delivery Performance
  • Lead the Delivery organization to achieve excellent customer satisfaction.
  • Utilize CAI tools and methodologies with SLA’s for all managed engagements.
  • Own end-to-end day-to-day delivery execution across all accounts and services within the vertical.
  • Identify and execute expansion and renewal opportunities within existing accounts.
• Consulting
  • Provide strategic advice to customer stakeholders and individual senior consulting on key projects, as needed.
  • Oversee and execute assessments and engagement transitions.
  • Provide support to and serve as internal escalation point for delivery and account managers.
• Delivery Oversight
  • Build relationships with customers and position self as CAI delivery liaison.
  • Ensure that periodic account reviews are conducted and critical issues are addressed.
  • Provide timely and effective solutions aligned with client needs.
• Sales Support
  • Provide support for the Sales team with presentations, briefings, and customer calls.
  • Provide technical leadership for RFP responses and proposals.
  • Provide project scoping support and SOW creation.

Qualifications

• Bachelors’ Degree in Business, Information Technology, or related field preferred.
• 5-7+ years of experience in IT Account Manager, Technical sales, or Technical Delivery in a public sector environment.
• Must have experience with direct oversight and/or delivery of large public sector initiatives.
• Experience with public sector procurement: RFP cycles, cooperative contracts, and SLA-based managed services.
• Strong background in managing customer expectations.
• Highly skilled at building strong relationships and understanding of business requirements.
• Experience and understanding of IT service issues such as IT productivity, performance management, service level management, quality, and rework metrics, SDLC.
• Experience and ability in shaping and positioning RFP’s.
• Strong interpersonal, written, and oral communication skills with a proven ability to influence others.
• Must be comfortable operating in a fast-paced, changing environment.
• Ability and willingness to travel approximately 25-30% to support State and Local Government client engagements, business development activities, executive meetings, and industry events.

Requirements

• Direct experience supporting, consulting to, or delivering technology and managed services solutions within State and/or Local Government environments.
• Sales support experience in complex technical environments.

Benefits

• Medical, dental, and vision insurance.
• 401k retirement account access.
• Paid time off.
• Paid sick leave and/or other paid time off as provided by applicable law.

Company Description

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.