About eimagine
At eimagine, we believe your best work happens when you’re empowered to share your unique talents. We foster a remote-enabled environment, recognized as a Best Place to Work since 2015, where continuous learning and team support are core values. For over 24 years, we’ve helped clients navigate technology and business change, delivering value and outcomes that enable their success.
Role Overview
The Vice President, Delivery Operations is responsible for leading and managing all aspects of service delivery for clients. This executive role is fully accountable for delivery outcomes, team performance, and operational excellence across the organization. The Vice President is the primary escalation point for any delivery-related issues, ensuring prompt resolution and protecting client relationships. This position does not include responsibilities for presales activities or business development; the focus is exclusively on delivery execution and operational rigor.
Key Responsibilities
- Model the way by driving growth and innovation, leading with humility and service to others, and fostering authentic connection and awareness.
- Own accountability for all delivery outcomes, including project-based, managed services, and hybrid client engagements.
- Serve as the primary escalation point for delivery challenges, risks, and billing or resourcing concerns, ensuring timely resolution and communication with leadership.
- Oversee the adoption of delivery frameworks designed to build client trust through transparent, consistent project execution and measurable results.
- Lead formal project review and audit processes to ensure quality, compliance, and continuous improvement.
- Exercise cross-functional authority over delivery disciplines, including Business Analysis, Quality Assurance, Independent Verification & Validation (IV&V), Data, Platform, and Custom Application teams.
- Establish governance standards that protect client satisfaction, profitability, and effective scope management.
- Act as a visible, trusted delivery executive with key accounts—proactively engaging to understand business drivers, operational realities, and success measures.
- Partner with Client Partners and Sales to scope engagements realistically, set accurate expectations, and protect delivery capacity.
- Implement and enforce delivery playbooks, performance metrics, and operational ceremonies to ensure predictability, quality, and repeatability.
- Monitor delivery capacity and utilization; collaborate with Resource Management to address shortfalls and maintain project momentum.
- Drive accountability for adherence to delivery frameworks and continuous improvement across all teams.
- Advocate for delivery teams—removing roadblocks, securing resources, and holding leaders accountable for execution excellence.
- Mentor delivery leaders, fostering the development of skills, business acumen, and customer focus required for top-tier professional services.
- Promote a culture of transparency, cross-team collaboration, and relentless focus on client value.
- Champion continuous improvement in delivery management practices and operational processes.
- Communicate professionally with clients and internal teams, including crafting clear emails and providing timely meeting summaries and action items.
- Facilitate training sessions and present delivery lessons learned to internal teams and leadership.
Desired Skills & Experience
- 12+ years in IT professional services delivery; 7+ years in executive or senior leadership roles with P&L or enterprise delivery accountability.
- Bachelor’s degree in business, technology, or a related field.
- Active certification through PMI (PMP required); advanced certifications in Program/Portfolio Management, Agile/Scaled Agile, or IT Service Management preferred.
- Proven history in customer-facing, professional services leadership roles.
- Experience overseeing multi-discipline teams (PMO, Managed Services, Functional Roles, Platform/Custom Delivery).
- Demonstrated ability to implement governance frameworks, delivery metrics, and quality assurance practices at scale.
- Exceptional organizational, leadership, and managerial skills.
- Strong verbal and written communication skills; excellent facilitation abilities.
- Ability to balance attention to detail with a strategic view of delivery performance.
- Disciplined leadership and ability to remain calm and professional under pressure.
Other Requirements
- Willingness to travel for client and delivery site visits.
- Ability to operate effectively under pressure; decisive and direct in confronting issues.
- Strong servant leadership ethos balanced with a results-driven approach.
- Demonstrated ability to align delivery with business outcomes, focusing on client success rather than solely technical outputs.
