Executive Director, Service Delivery - Public Sector

Req number:

Employment type:

Worksite flexibility:

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

CAI is looking for an Executive Director, Service Delivery - Public Sector focused on State and Local Government accounts across the Country. This individual will be responsible for leading overall delivery and ensure quality services for State and Local Government accounts, projects and initiatives.  Additionally, this role would support vertical sales, business development and building new customer relationships at a national level. This is a full-time, remote opportunity that does require 25-30% travel.

 What You’ll Do

• Service Delivery Performance
  • Lead the Delivery organization to achieve excellent customer satisfaction
  • Utilize CAI tools and methodologies with SLA’s for all managed engagements
  • Own end to end day-to-day delivery execution across all accounts and services within the vertical
  • Identify and execute expansion and renewal opportunities within existing accounts
• Consulting
  • Provide strategic advice to customer stakeholders and individual senior consulting on key projects, as needed
  • Oversee and execute assessments and engagement transitions
  • Provide support to and serve as internal escalation point for delivery and account managers
• Delivery Oversight
  • Build relationships with customers and position self as CAI delivery liaison
  • Ensure that periodic account reviews are conducted and critical issues are addressed

• Provide timely and effective solutions aligned with client needs

• Sales Support

• • Provide support for the Sales team with presentations, briefings and customer calls
  • Provide technical leadership for RFP responses and proposals
  • Provide project scoping support and SOW creation

What You’ll Need

Required:

• Bachelors’ Degree in Business, Information Technology or related field preferred
• 5-7+ years of experience in IT Account Manager, Technical sales or Technical Delivery in a public sector environment
• Must have experience with direct oversight and/or delivery of large public sector initiatives
• Experience with public sector procurement: RFP cycles, cooperative contracts, and SLA-based managed services
• Strong background in managing customer expectations
• Highly skilled at building strong relationships and understanding of business requirements
• Experience and understanding of IT service issues such as IT productivity, performance management, service level management, quality, and rework metrics, SDLC
• Experience and ability in shaping and positioning RFP’s
• Strong interpersonal, written, and oral communication skills with a proven ability to influence others
• Must be comfortable operating in a fast paced, changing environment
• Ability and willingness to travel approximately 25-30% to support State and Local Government client engagements, business development activities, executive meetings, and industry events

Preferred:

• Direct experience supporting, consulting to, or delivering technology and managed services solutions within State and/or Local Government environments
• Sales support experience in complex technical environments

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

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Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.