Director, Delivery

TELUS Digital•Charlottesville, VA

2d•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. Our Director, Delivery is an integral part of our Product Delivery Leadership team at TELUS Digital. To help retain our deep culture of collaboration, this role will maintain an in-office presence in a hybrid capacity (Tuesdays, Wednesdays, Thursdays). This role can be located in Boston, MA, Columbus, OH, Charlottesville, VA, or Durham, NC. The Boston office is not required to be in the office on Wednesdays. The Opportunity Directors individually manage a portfolio of clients (generally ~$15-20M in revenue). They directly manage Triforce and squad leaders in their portfolio in their discipline (this should include Senior Staff and Principal team members). This leader spends a significant amount of their time overseeing the successful delivery of project work in their portfolio, coaching squad/triforce leaders, and proactively developing relationships with executive client leaders to offer their expertise and partnership. This position reports to the Senior Director of the Digital Agency. This is an opportunistically billable position. This position is primarily evaluated on delivery success, team feedback, client feedback, growth of key accounts, forecast accuracy, and profitability of their portfolio.

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.
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.
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.