Senior Director, Delivery Transformation AMS

The Team

Our Delivery Acceleration team is the operational engine driving transformational change across AMS Delivery Excellence. We own three critical mandates: proactively protecting customer health and minimizing downsell/loss risk through targeted delivery investments; scaling our partner ecosystem from boutique models to strategic 360 partnerships that extend our delivery capacity and capability; and partnering with our Acceleration & Modernization (A&M) team to embed AI-powered delivery tools and automation into every project, compressing time-to-value and accelerating customer adoption. Our Business Transformation Solution Architects work hand-in-hand with our Sales organization to scope and scope-guard large, complex deals—ensuring delivery excellence from day one.

The Role

As Senior Director, Delivery Transformation (AMS), you will lead the delivery transformation of AMS Delivery Excellence through four integrated functions: Customer Health Assurance & escalation management to mitigate delivery risk; Partner Delivery Management to scale our strategic partner program; AI Delivery Acceleration to drive adoption of intelligent delivery tools and compress time-to-value; and Business Transformation Solution Architects to support complex deal scoping and delivery readiness. You'll be instrumental in modernizing how we deliver customer value—reducing average project duration from 200 days to under 100 days while maintaining exceptional CSAT and actively capturing adoption insights to fuel A&M's product roadmap.

What You'll Do

Strategic Leadership & Delivery Transformation

• Develop and execute a comprehensive strategic plan for Delivery Acceleration, focusing on partner ecosystem scaling, AI-driven process modernization, and customer health risk mitigation across AMS.
• Partner with A&M leadership to operationalize AI-powered delivery capabilities (Auctor, AXIS agents, Config Agent, Engage Central) into standard delivery methodology—tracking adoption, capturing feedback, and feeding insights into A&M product roadmap decisions.
• Drive time-to-value compression from 200 to under 100 days through adoption of intelligent delivery tools, process optimization, and delivery team capability building.
• Monitor and manage key operational metrics—TTV reduction, adoption rates, CSAT investment ROI, partner quality/spend performance—using insights to drive continuous improvement.

Customer Health Assurance & Risk Mitigation

• Lead the Customer Health Assurance function to proactively identify and mitigate downsell/loss (D&L) risk through product adoption monitoring, delivery quality oversight, and targeted intervention strategies.
• Establish and scale delivery quality governance, ensuring our customer satisfaction scores reflect world-class execution and rapid resolution of delivery blockers.
• Manage CSAT investment programs—to recover at-risk projects and restore customer confidence, working closely with Sales, CEG Major Areas, and Delivery teams.

Partner Delivery Management & Ecosystem Scaling

• Lead the transition of our partner delivery model, coordinating with global Partner Management and regional delivery teams to scale capacity while maintaining quality.
• Establish partner delivery quality standards, performance tracking, and accountability mechanisms aligned with global spend commitments and service-level expectations.
• Build and maintain strong partner relationships, coaching partners on A&M adoption, delivery methodologies, and quality expectations.

AI Delivery Acceleration & Adoption Velocity

• Partner with A&M leadership to drive adoption of intelligent delivery tools into day-to-day project execution, ensuring teams are trained, tooling is operationalized, and barriers to adoption are systematically removed.
• Establish feedback loops to capture adoption insights, deployment blockers, and customer outcomes—synthesizing learning into actionable input for A&M roadmap prioritization.
• Lead continuous improvement initiatives to optimize delivery processes, staffing models, and offshore/nearshore delivery mix in support of time-to-value reduction and quality goals.

Business Transformation Solution Architects

• Lead the BTSA team to support Sales on large, complex ES and Integrated Success deals across AMS verticals—driving rigorous scoping, delivery readiness assessment, and partner readiness alignment.
• Ensure BTSA engagement with Sales occurs early in the deal cycle, de-risking large opportunities and establishing clear delivery expectations with customers and partners.
• Work closely with Partner Delivery Management to align 360 partner capabilities with deal scope and customer requirements.

Cross-Functional Leadership & Mentoring

• Provide active leadership to a team of delivery operations, partner management, AI enablement, and solution architecture professionals, fostering a high-performance culture centered on customer outcomes and operational excellence.
• Mentor and develop delivery professionals and partner ecosystem resources, building capability across partner organizations and internal teams.
• Collaborate with Sales, Customer Success, A&M, and global Partner Management to ensure seamless alignment on strategy, tooling adoption, and performance accountability.