Client Delivery Executive - ONSITE in Chicago, IL
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About The Position
In this role, you will lead the Global and/or local Delivery of Services provided by Unisys to a particular account or group of accounts. You will be responsible for the successful planning, implementation, and execution of the contracted services, where success criteria include meeting Service Level Agreements (SLA), cost, governance, performance, quality, innovation, continuous improvement, and value requirements. This will be achieved through effective interaction with related service lines, solutioning groups, partners, and the client. You will establish, lead, and maintain tight control of a skilled team of delivery resources for an account to meet schedules or resolve technical or operational problems. Additionally, you will manage the statement of work and control risks, scope of work, and budget. Your participation in contract and account governance will be crucial, as will establishing clear communication channels with the client and internally from both strategic and operational perspectives. You will conduct regular service performance reviews, including monthly Project Status Reviews, and hold periodic meetings with clients and delivery teams to discuss status updates, service level requirement reviews, continuous improvement, change control, and other informal meetings. You will also develop and administer budgets, schedules, and performance standards to maintain and optimize the cost of delivery and service, achieving approved margin targets on assigned accounts and targeting to improve account profitability. Monitoring and reporting on the financial health of the account and remedying any financial misses or anomalies will be part of your responsibilities. You will co-develop the annual review of service level requirements, manage contract scope and variations, and review outcomes of monthly operational reviews with service delivery organizations. Taking ownership and accountability for all client issues to satisfactory resolution is essential, as is acting as a point of escalation for issues not resolvable by the service lines. You will provide operational risk management strategies across an account and ensure that delivery teams apply these strategies to operational delivery processes and procedures. Participation in rigorous governance and SOX compliance audits, business continuity planning and testing, and all levels of client satisfaction will be expected, including contributions to the continuous client satisfaction improvement program and the Continual Service Improvement and Innovation Program (CSIIP). You will develop and deliver regular reports on performance to both the client and Unisys senior executives, identify areas for growth at the client by assisting account management in bringing new services to offer, and drive service line continuous improvements while challenging the service lines to bring innovative solutions, presenting those improvements and innovations regularly to the client.
