Role Summary
The Delivery Associate Director is responsible for leading and driving high-impact operations delivery across one or more service areas. This person ensures quality, efficiency, and client value by aligning delivery outcomes with business objectives and operational excellence. They partner deeply with internal delivery leadership, cross-functional teams, and client stakeholders to sustain performance, embed continuous improvement, and support strategic growth. This role focuses on execution, operational performance, and delivery leadership rather than direct sales or account expansion.
Key Responsibilities
Delivery Leadership
Lead end-to-end delivery operations for assigned programs or service lines, ensuring operational commitments are met on time, within quality standards, and aligned to contractual SLAs/KPIs. 
Define, implement, and refine delivery processes, governance, and controls that improve operational predictability and service quality. 
Partner with senior delivery leadership to align on priorities, forecast demand, balance supply, and advise on escalation and risk mitigation. 
Act as a senior escalation point for delivery issues, resolving complex challenges that impact performance or client satisfaction. 
Client and Stakeholder Engagement
Maintain strong relationships with key client stakeholders and internal leadership to ensure delivery outcomes align with expectations and long-term operational goals. 
Represent delivery performance, forecasts, risks, and improvement plans to senior stakeholders.
Collaborate with internal counterparts (e.g., Technology, Strategy, Quality, HR) to ensure integrated delivery and shared accountability for outcomes.
People Leadership and Development
Develop and mentor senior managers and team leads, setting clear expectations, performance objectives, and career growth pathways.
Promote a culture of continuous improvement, accountability, and development within delivery teams.
Lead workforce planning and skill development initiatives to ensure the right talent mix for current and future delivery needs.
Operational Excellence and Improvement
Use data-driven insights to identify operational improvement opportunities and lead initiatives that enhance efficiency, reduce costs, and strengthen quality controls.
Sponsor delivery excellence programs, including process design, automation, and analytics adoption where appropriate.
Ensure compliance with internal frameworks and external regulatory or contractual requirements.