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A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Role Overview

The Delivery Leader role is a senior leadership role responsible for driving business growth, end‑to‑end service delivery, and operational excellence for account/s within Finance delivery services. The role combines sales leadership, delivery management, people leadership, transformation execution, and governance oversight to ensure sustained client satisfaction and financial performance.

Roles and Responsibilities

1. Service Delivery & Account Management

• Lead end‑to‑end delivery for account/s managed, ensuring consistent achievement of service level agreements (SLAs), quality, cost, and productivity targets.
• Oversee operational performance and resource management to ensure efficiency and scalability.
• Collaborate with internal stakeholders and external partners to ensure seamless service delivery and issue resolution.
• Drive customer satisfaction by proactively managing risks, performance gaps, and client expectations.

2. Business Development & Sales Leadership

• Identify, qualify, and pursue new business opportunities within existing and target client accounts.
• Support and lead sales pursuits by articulating complex Finance service solutions.
• Contribute to services revenue growth through account expansion, renewals, and new deal closures.
• Build and maintain strong, senior‑level relationships with clients as a trusted advisor.

3. People Leadership & Talent Management

• Provide strategic direction and leadership to managers and delivery leaders.
• Develop and execute succession planning to ensure leadership continuity and readiness.
• Implement initiatives to reduce attrition, improve employee engagement, and foster a positive, inclusive work environment.
• Coach and mentor leaders to build high‑performing, accountable teams.

4. Transformation & Continuous Improvement

• Own and drive the transformation agenda for account/s managed, including automation, process optimization, and standardization.
• Define clear improvement priorities, action plans, and success measures.
• Ensure accountability for achieving continuous improvement and transformation targets.
• Partner with cross‑functional teams to identify innovation opportunities that enhance service delivery and profitability.

5. Critical Issue & Risk Management

• Lead the resolution of critical situations (Crit Sits) affecting service continuity or client satisfaction.
• Coordinate with delivery teams, senior stakeholders, and partners to resolve issues effectively and timely.
• Implement preventive and corrective actions to avoid recurrence of operational or client issues.

6. Compliance, Audit & Governance

• Ensure adherence to internal policies, procedures, and external regulatory requirements.
• Identify, assess, and mitigate potential compliance and operational risks.
• Partner with internal and external auditors to ensure successful audit outcomes.
• Maintain strong governance, controls, and documentation across all managed accounts.

Professional Experience

• Significant leadership experience in BPO, Shared Services, or similar industries, preferably in a multi‑client, multi‑account environment.
• Strong operational and delivery experience within Finance services
• Proven track record of revenue growth, business development, and client engagement.

Leadership & Behavioral Skills

• Strong people leadership skills with the ability to lead managers and large delivery teams.
• Excellent communication, presentation, and stakeholder management skills.
• Proven ability to influence at senior leadership and client executive levels.
• High level of ownership, accountability, and decision‑making capability.

Analytical & Strategic Skills

• Strong analytical, problem‑solving, and strategic thinking abilities.
• Ability to balance short‑term operational priorities with long‑term business and transformation goals.
• Comfortable working in a fast‑paced, complex environment with multiple competing priorities.

Technical & Functional Skills

• Deep understanding of Finance operations and delivery models.
• Strong knowledge of service management, transformation frameworks, and continuous improvement methodologies.
• Experience managing compliance, audit, and risk in large delivery environments.