Senior Vice President, Client Technology Delivery

Mercalis

23d

About The Position

The Senior Vice President of Client Technology Delivery is responsible for building and scaling a high-performing client delivery organization that drives successful client onboarding, manages ongoing change and enhancement requests, and operates as a profitable professional services business. This role has explicit accountability for measurable client outcomes, including retention, satisfaction (e.g., NPS), and long-term platform adoption. The SVP partners closely with Product, Engineering, Sales, Client Success, Finance, and Operations to ensure predictable delivery, strong governance, and sustainable growth.

Requirements

Bachelor’s degree required; advanced degree preferred
10+ years in client delivery, professional services, or consulting leadership roles
Proven experience running professional services or client delivery as a P&L
Experience managing onshore & offshore capacity and optimizing delivery costs
Strong background in technology-enabled service delivery (SaaS, healthcare tech, platforms, or regulated industries preferred)
Demonstrated success scaling delivery organizations and operating models
Experience implementing Agile or hybrid delivery methodologies
Experience leading organizations through periods of change and transformational growth
Strong executive presence with clients and internal stakeholders

Nice To Haves

Experience in healthcare, life sciences, patient services, or regulated environments
Prior responsibility for onboarding complex enterprise clients
Experience partnering closely with Product and Engineering organizations
Offshore and nearshore delivery leadership experience

Responsibilities

Run Client Technology Delivery as a P&L function with accountability for revenue, margin, utilization, and delivery costs
Drive measurable improvements in client outcomes, including retention, satisfaction (e.g., NPS), and long-term platform adoption
Design and operationalize scalable, compliant delivery processes for onboarding, enhancements, and change management
Own delivery risk management, including dependency tracking, issue escalation, and mitigation planning
Scale a global delivery model that supports company growth, client retention, and predictable execution
Utilize Valeris’ values as the driving force behind the team’s success
On time adherence to training deadlines for all corporate policies and procedures
Ensure all SOPs are followed with consistency
Perform additional tasks or projects as assigned
Own the professional services P&L, including revenue forecasting, margin management, pricing models, and cost controls
Establish financial governance and forecasting discipline to support predictable revenue recognition and scalable growth
Define and track key business metrics such as utilization, realization, margin, backlog, delivery velocity, and client outcomes
Partner with Finance and Sales to establish pricing, packaging, and profitability models
Oversee all client technology implementations, enhancements, and change requests
Ensure consistent, predictable delivery outcomes while meeting timelines, budgets, contractual commitments, and quality standards
Own delivery risk management, including dependency tracking, escalation paths, and mitigation planning
Act as executive sponsor and escalation point for strategic client engagements and delivery issues
Drive continuous improvement in delivery quality, client satisfaction, and operational efficiency
Provide clear technology delivery leadership without direct ownership of Engineering execution
Ensure delivery teams effectively leverage platform capabilities, tooling, data, and reporting to meet client needs
Translate delivery insights, risks, and client feedback into actionable input for Product and Engineering roadmaps
Own delivery tooling, metrics, data, and executive reporting to support transparency and decision-making
Design and implement scalable delivery frameworks (Agile / hybrid models) aligned to regulated and patient-services workflows
Standardize onboarding, enhancement intake, estimation, prioritization, and release processes
Establish governance models for scope control, change management, compliance, and client expectations
Ensure delivery practices meet internal controls, regulatory requirements, and audit expectations
Own the strategy, operating model, and performance of all offshore and nearshore delivery capabilities
Ensure offshore delivery aligns with client expectations, contractual commitments, and quality standards
Act as executive escalation point for offshore delivery risks, performance gaps, or client concerns
Drive continuous improvement in offshore productivity, engagement, and delivery outcomes
Own capacity forecasting and workforce planning aligned to sales pipeline and client demand
Build hiring, onboarding, and training programs to support scale and quality
Maintain target utilization while balancing delivery sustainability and team engagement
Develop career paths, performance metrics, and succession planning for delivery leaders
Partner with Sales on scoping, estimation, and delivery planning during pre-sales
Partner with Client Success to ensure smooth handoffs from implementation to steady-state operations
Ensure commitments made during sales cycles are executable, profitable, and aligned with delivery capacity
Support expansion and upsell opportunities through delivery credibility and execution excellence
Build and lead a high-performance delivery organization with strong accountability and engagement
Lead through periods of change, transformation, and rapid growth
Coach and develop delivery leaders (Directors, Engagement Managers, Program Managers)
Serve as a member of the executive leadership team, contributing to company strategy and growth
Represent the company externally with clients, partners, and industry forums as needed