Delivery Director

Role - Delivery Director (Strategic Accounts) Experience - 15+ years Location - Sydney or Brisbane (Hybrid) Mode of hire - Permanent We are seeking an experienced and commercially focused Delivery Director to lead and grow two of our most strategic client accounts in Australia. This role combines executive client relationship management, delivery leadership, business growth, and strategic account development. The successful candidate will serve as the senior point of contact for key client stakeholders, ensuring exceptional service delivery while driving account expansion through new opportunities across Digital Transformation, Cloud, Data & AI, Application Services, ERP, and Managed Services. The role requires a strong balance of customer-centricity, operational excellence, commercial acumen, and leadership capability, with a proven track record of managing large enterprise accounts and growing revenue through trusted advisory relationships. Key Responsibilities Strategic Account Leadership • Act as the executive sponsor and primary relationship owner for two strategic enterprise accounts. • Develop and execute multi-year account growth plans aligned with client business priorities. • Establish trusted advisor relationships with C-level executives and key business stakeholders. • Lead executive business reviews, steering committees, and strategic planning sessions. • Identify emerging client needs and position innovative solutions that deliver measurable business value. • Maintain high customer satisfaction and strengthen long-term partnerships. Delivery Governance & Operational Excellence • Own end-to-end delivery accountability across all programs, projects, managed services, and transformation initiatives within assigned accounts. • Ensure predictable delivery performance against scope, quality, schedule, budget, and contractual commitments. • Drive governance frameworks, risk management, escalations, and issue resolution. • Monitor service performance through KPIs, SLAs, customer satisfaction metrics, and financial performance indicators. • Lead cross-functional delivery teams comprising consultants, architects, project managers, and support teams. • Ensure compliance with organizational standards, security requirements, and client expectations. Revenue Growth & Account Expansion • Develop and execute strategic account growth plans to increase account revenue and profitability. • Identify and qualify opportunities for: • Digital Transformation • Microsoft Dynamics 365 • Data & AI Solutions • Cloud Modernization • Application Managed Services • Cybersecurity Services • ERP and Enterprise Applications • Partner with sales, pre-sales, and solution teams to build and win new opportunities. • Lead contract renewals, extensions, commercial negotiations, and strategic pursuits. • Expand client footprint through cross-sell and up-sell opportunities. • Achieve annual revenue growth, margin, and booking targets. Client Stakeholder Management • Build strong relationships across business, technology, procurement, and executive leadership teams. • Proactively manage stakeholder expectations and communications. • Act as the escalation point for critical account issues. • Drive customer success initiatives and continuous improvement programs. • Facilitate executive workshops and innovation sessions. Financial Management • Own account P&L performance and financial outcomes. • Monitor revenue, margins, utilization, forecasting, and project profitability. • Drive cost optimization and operational efficiency initiatives. • Manage resource planning and capacity forecasting. • Ensure accurate financial reporting and governance. Leadership & People Management • Lead and inspire geographically distributed delivery teams. • Foster a high-performance, customer-centric culture. • Coach and mentor delivery managers, program managers, and emerging leaders. • Drive talent development, succession planning, and employee engagement. • Promote collaboration across Delivery, Sales, Practice, and Partner ecosystems. Key Performance Indicators (KPIs) Customer • Customer Satisfaction (CSAT) • Net Promoter Score (NPS) • Executive stakeholder relationship scores • Client retention rate • Renewal success rate Financial • Revenue growth across strategic accounts • Gross margin achievement • EBITDA contribution • Bookings and pipeline growth • Account profitability Delivery • SLA compliance • Program delivery success rate • On-time and on-budget delivery • Resource utilization • Risk and issue resolution effectiveness Growth • New opportunities identified • Cross-sell and up-sell revenue • Expansion into new business units • Strategic transformation initiatives won Required Experience • 15+ years of experience in IT Services, Consulting, or Digital Transformation environments. • Minimum 5+ years in a Delivery Director, Account Director, Client Partner, Engagement Director, or equivalent leadership role. • Proven experience managing large strategic enterprise accounts in the Australian market. • Demonstrated success in growing accounts exceeding AUD $10M+ annual revenue. • Experience owning delivery governance for large-scale transformation and managed services engagements. • Strong understanding of commercial models including Fixed Price, T&M, Managed Services, and Outcome-Based contracts. • Experience working with C-suite executives and senior business stakeholders. Preferred Industry Experience Experience managing clients across one or more of the following industries: • Healthcare • Retail and Consumer Goods • Manufacturing • Distribution and Logistics • Financial Services • Public Sector • Utilities • Technology Services Preferred Technical Background Exposure to one or more of: • Microsoft Dynamics 365 • Microsoft Azure • Data & AI Platforms • ERP Transformation Programs • Cloud Migration and Modernization • Application Development and Managed Services • Cybersecurity Services • Analytics and Business Intelligence Key Competencies Leadership • Strategic Thinking • Executive Presence • Decision Making • Team Leadership • Change Leadership Client Management • Influencing and Negotiation • Executive Relationship Management • Customer Success Focus • Stakeholder Engagement Commercial • P&L Management • Account Planning • Business Development • Opportunity Management • Contract Negotiation Delivery • Program Governance • Risk Management • Financial Management • Operational Excellence • Service Delivery Leadership Success Profile The ideal candidate is a client-centric leader who can seamlessly balance delivery excellence, executive relationship management, and business growth , acting as a trusted advisor to strategic customers while driving sustainable revenue expansion and profitable account growth across the Australian market. ABOUT SONATA SOFTWARE TM framework. Our 6400+ AI Engineers are helping enterprises transform from systems to intelligent business platforms leveraging partner ecosystem to drive speed, efficiency and growth. Our bouquet of Modernization Engineering Services with AI -first approach cuts across Cloud, Data, AI, Dynamics, Test Automation, and Managed Services. Sonata’s AI-led modernization is enabled by a powerful suite of proprietary tools and assets. At the core is the Harmoni.AI Enterprise Platform, which includes Agent Bridge-a governance and observability framework; Agent Builder-a development toolkit for fungible agents integrated into enterprise systems; and the Agent Marketplace-an internal ecosystem for modular, reusable agents. Headquartered in Bengaluru, India, Sonata Software has a strong global presence, including key regions US, UK, India, Malaysia, Mexico, Australia, DACH (Germany/Switzerland) & Nordic