What success looks like in this role:
Role Summary
Provides leadership and oversight for the US&C Client Delivery Operations team. Partners closely with regional client management to develop strategy and resolve customer delivery issues in order to achieve operational plan (OP) financial outcomes. Oversees client engagement to ensure successful implementation, training, and adoption of company products and services. Drives Operational Excellence (OX) and takes ownership of client issues throughout the deployment process through to resolution.
Job Description
- Coach and mentor a large team of Client Delivery Executives (CDEs) and CDE Leaders who serve as primary client contacts for daily service operations
- Solve complex, large‑scale enterprise problems across matrixed organizations
- Own delivery performance and achieve target margins for a business exceeding $500M in annual revenue, driving margin improvement initiatives across account portfolios
- Interface with customer architecture teams and senior leadership on emerging technologies, assess relevance to client environments, and recommend roadmaps
- Build, grow, and strengthen strategic partnerships with a portfolio of clients while meeting top‑ and bottom‑line objectives
- Lead and manage technical teams operating in blended onsite and offshore delivery models
- Demonstrate excellent written, verbal, and presentation communication skills
- Manage executive‑level (CxO) client relationships, including presenting operational and strategic reviews to senior stakeholders
- Drive Service Excellence Principles (SIP) for underperforming or financially challenged accounts
- Ensure client satisfaction improvement plans are in place and executed to increase Net Promoter Score (NPS)
- Oversee resource management and professional development across the organization
- Monitor delivery quality and client satisfaction through direct engagement with key stakeholders
- Provide guidance to Client Delivery Executives on optimal alignment of service offerings
- Evaluate performance of direct reports and provide coaching using the Unisys performance management process
- Develop succession plans for own role and ensure succession planning for critical organizational roles
- Act as a strategic advisor to the executive leadership team
- Be recognized as an influential and strategic leader internally and externally with clients
You will be successful in this role if you have:
Experience
- 15+ years of relevant experience with 10+ years in senior leadership roles
- Proven P&L ownership for businesses exceeding $500M annually
- Demonstrated expertise in contract management and contract negotiations
- Senior executive delivery leadership with growth and sales experience
- Proven experience building and sustaining C‑suite (CxO) client relationships
- Experience with global delivery models and delivery methodologies
- Proven leadership of 2,000+ onsite and offshore resources within a matrixed organization
- Willingness to travel domestically and internationally to client and delivery locations
- Self‑starter with an entrepreneurial mindset who can also lead diverse teams toward shared goals
- Results‑driven leader with a strong sense of urgency who thrives in a fast‑paced, client‑centric environment
Skills
- Expert influencing and communication skills
- Strong client engagement and relationship management expertise
- Advanced analytical and problem‑solving skills
- Expertise in managing large, complex budgets and P&L responsibilities
- Ability to create and execute comprehensive operational and strategic plans
- Proven capability to engage senior customer leadership and influence business priorities and direction
Education
- Bachelor’s degree required; graduate degree preferred
This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.
