Senior Delivery Director, Program Management

Responsibilities

Delivery Readiness

• Hire, coach, and lead the PM Delivery Team to meet customer goals while creating a culture of high performance, growth, and ownership.
• Build and execute a strategic and actionable business plan that meets the Services Delivery regional objectives, including revenue and consumption targets.
• Create highly accurate financial forecasts as to revenue, utilization, backlog burndown, and hiring goals.
• Lead the Delivery Team through large complex engagements, engaging at executive and sponsor levels both on the customer and partner sides, and acting as the escalation point of contact to facilitate collaboration, decision making, internal alignment, and customer buy-in on proposed solutions.
• Standardize delivery across team members and broader Services Delivery by reviewing proposals/estimates, conducting project reviews, and developing tools based on field input to maintain the highest levels of efficiency, quality, and process improvement.
• Drive high levels of customer satisfaction and delivery quality as measured through post engagement surveys.

Partnering with Sales & Others

• Collaborate with Sales Account Teams, Services Delivery Sales Teams, Services Delivery Leadership, Resource Management Teams, and SI/ Partners to understand the customer and engagement needs, including business & technical challenges, key stakeholders, and delivering on the value of Snowflake.
• Work closely with Practice Directors and Resource Management to understand services sales pipeline and resource requirements to staff engagements.
• Work with Partner Account team to develop Partner strategies to scale services delivery and network with implementation partners to deliver with consistent quality.
• Partner with the Go to Market (GTM) team to identify opportunities for new service offerings aligned with customer needs and define the value position, scope of services, and collateral for new offerings to present to leadership.
• Support the GTM team by participating in key sales pursuits.
• Draft and review scope for custom Statements of Work and provide feedback to SD GTM team regarding gaps, issues, and risks.
• Drive the creation and standardization of repeatable Industry based solutions that can be used across similar customers within a Vertical.

Requirements

• 15+ years of Professional Services delivery experience, including expertise building and leading large teams (25+) and managing, leading, and/or delivering Professional Services with accountability for financial targets (revenue, headcount, utilization, etc.).
• Strong management consulting experience and skills.
• Proven track record of building and executing a large scalable Program Management Office (PMO) within a Consulting or Professional Services organization.
• Demonstrated experience with end-to-end PMO governance frameworks for internal and external use.
• Experience building strong impactful teams in a highly collaborative and positive environment.
• Ability to lead by example and practice and willingness to directly get involved in escalations.
• Identify process improvement areas and prioritize areas of improvement and optimization.
• Experience identifying potential risks that could impact project timelines or deliverables.
• Executive stakeholder presence; internal and external.
• Experience with a consumption-based business model, delivering on-premises and SaaS solutions.
• Experience managing cross-functional Professional Services teams (e.g. consulting, implementation, trainers, project managers), and working with delivery partners on initiatives to improve quality, reliability, and repeatability of service.
• Ability to forecast and achieve or exceed delivery metrics (i.e., customer satisfaction, on-time delivery, utilization).
• Ability to travel as needed.

Key Performance Indicators

• Hire to Headcount targets within given timeframes.
• Reduction of escalations and time to resolution.
• Snowflake consumption targets.
• Team utilization targets.
• Regional revenue targets.
• Engagement delivery quality.
• Effective management of Regional objectives.