Director, Delivery

TELUS Digital • Charlottesville, VA

4d • Hybrid

About The Position

Welcome to TELUS Digital — where innovation drives impact at a global scale. As an award-winning digital product consultancy and the digital division of TELUS, one of Canada’s largest telecommunications providers, we design and deliver transformative customer experiences through cutting-edge technology, agile thinking, and a people-first culture.
With a global team across North America, South America, Central America, Europe, Africa, and APAC, we offer end-end expertise across eight core service areas: Digital Product Consulting, Digital Marketing Services, Data & AI, Strategy Consulting, Business Operations Modernization, Enterprise Applications, Cloud Engineering, and QA & Test Engineering.
From mobile apps and websites to voice UI, chatbots, AI, customer service, and in-store solutions, TELUS Digital enables seamless, trusted, and digitally powered experiences that meet customers wherever they are — all backed by the secure infrastructure and scale of our multi-billion-dollar parent company.

Requirements

• 10+ years in the technology industry, with at least 4+ years in a senior leadership role within a professional services or agency environment.
• Proven track record managing a diverse portfolio of client accounts (ideally totaling $10M+ in annual revenue) with a focus on retention and organic growth.
• Extensive experience managing and coaching leaders within Engineering, Product, and Design. You have proven success in driving cross-functional collaborations (i.e., a “Triforce” or similar model), ensuring these distinct disciplines operate as a cohesive unit to deliver client value.
• Deep understanding of the Software Development Lifecycle (SDLC) and Agile methodologies. You have successfully led the delivery of complex, custom-built software solutions from discovery to launch.
• Experience acting as a "Doctor, not a Waiter"—navigating the executive ladder to move from a vendor relationship to a strategic partnership.
• Strong command of agency business metrics, including Gross Margin, Forecast Accuracy, and Effective Billable Rates.
• Exceptional ability to navigate "recovery situations" or high-stakes client negotiations with poise, clarity, and a solution-oriented mindset.
• Ability to translate complex delivery data into compelling narratives for Quarterly Business Reviews (QBRs) and executive stakeholders.

Responsibilities

• Act as the primary escalation point and strategic advisor for client executives, ensuring TELUS Digital is viewed as a "Doctor" (consultative partner) rather than a "Waiter" (order taker).
• Drive the commercial success of a $10M–$15M portfolio, overseeing Quarterly Business Reviews (QBRs) to align delivery progress with the client's long-term business goals.
• Identify opportunities to expand our footprint within existing accounts by deeply understanding client pain points and surfacing relevant industry thought leadership.
• Ensure the "Triforce" (Product, Engineering, and Delivery) follows best practices throughout the entire software lifecycle, from initial discovery to scaled production.
• Identify "red" or "yellow" projects early; step into recovery situations to provide clarity, reset expectations, and stabilize delivery teams.
• Regularly engage with the work product and team rituals to ensure the solutions being built are of the highest technical and functional quality.
• Directly coach and mentor Product, Engineering, and Delivery leaders and ICs, focusing on their ability to lead their own squads and navigate complex client dynamics.
• Conduct 1:1s and performance reviews that prioritize radical candor and growth. Deliver performance feedback upward and across disciplines with grace and clarity.
• Contribute to the "Delivery Playbook" and participate in senior-level interviewing to ensure the bar for talent remains high as the agency scales.
• Take full accountability for portfolio profitability, including gross margin, team utilization, and effective billable rates (ECR).
• Utilize reporting language, data visualization, and storytelling to influence internal and external decisions and inspire confidence in stakeholders.
• Maintain precise revenue and resource forecasting to ensure the business can plan for growth and hiring effectively.
• Partner with the Senior Director and other discipline leads to improve internal processes and agency-wide operational efficiency.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed