Client Delivery Executive
The CDE (Client Delivery Executive) is the “CIO/COO” for our largest and most influential key customer accounts across Travelport. They will partner intimately with both the external customer and the internal TVPT counterpart (the CE; Client Executive) to ensure we fully understand and consistently deliver upon the customer’s requirements both now and in the future.
The CDE has the ability to speak both a technical and commercial language to lead and manage relationships with the customers’ internal IT/technical teams (plus other significant stakeholders) and equally with our internal TVPT teams; all with the shared goal of ensuring smooth, successful delivery upon their requirements. This also includes setting and managing expectations and pushing back to the customer and internally in TVPT where appropriate.
They will adopt a proactive, strategic, consultative and insight-driven solutions approach to help the customer to achieving their long-term vision. This is a highly visible role so this individual must be competent and capable of regularly liaising with, influencing and communicating to all levels of senior stakeholders internally and externally across a highly matrixed environment.
The CDE is ultimately responsible for client satisfaction and the success of all projects whilst leading a diverse, internal technical team (which will also involve rolling up the sleeves when required as well as adopting a strategic mindset). This involves; managing and assuring quality project / service delivery, managing delivery risk and stakeholder satisfaction.
Main Accountabilities:
Lead and have overall responsibility of client satisfaction on project / service delivery
Directly and indirectly provide leadership in influencing and managing Sales, Services, Operations and Account Management teams throughout the client delivery life cycle
Responsible for cultivating and expanding relationships with senior client stakeholders
Effectively communicate to client strategic opportunities and the overall strategic value that TVPT brings to the relationship
Develop and lead strategic relationships with service delivery partners
Lead and facilitate engagement workshops and discovery sessions
Reinforce the Operational Level Agreements within the delivery of services by the Operations team to agreed quality. Proactively communicate to internal teams about update to deliverable and timelines.
Develops account plan for the Delivery Management Team for the customer in coordination with the Customer Executive who owns the integrated, final plans
Translating usability and field research findings into design improvements
Act as the functional manager for all service management process, being the escalation point for process owners and giving direction to continuous improvement of all service support and service delivery processes
Measure and the report the impact of the offerings currently in place, so that the customer and TVPT have a common understanding of the value they are receiving toward achieving their expected outcomes.
Lead by ensuring OLA’s and SLA’s and any 3 rd party supplier agreements are in alignment with and cable for delivering services with the contracted timeframes
Ensures positive customer experience and satisfaction by developing and executing to a Net Promoter Score (NPS) Action Plan
Develops account plan for the Delivery Management Team for the customer in coordination with the Customer Executive who owns the integrated, final plans
Strong relationships with the Account Team (is this an internal or external team?) building an understanding of Customer Requirements and business drivers
Coach/Mentors Teams
Contributes to organisational change by cascading information/best practice/success stories back into the Commercial organisation.
Knowledge, Skills, Experience, Training, Education:
Consultative/Solutions selling & technical delivery experience
Business Intelligence/Insights & technical delivery experience
Proven technical and service delivery experience
Global Strategic Account Management
Proven experience within customer-focused/centric approach role/organisation
Contracts negotiation experience
Proven Leadership Skills
Ability to network, collaborate and communicate effectively across a matrixed organisation
Ability to influence, negotiate and persuade multiple stakeholders globally (at all levels)
Ability to manage highly pressurized situations and adapt to rapidly changing environments and requirements
Implementation and optimization project management experience
Knowledgeable of portfolio and industry
Emotionally intelligent be able to seamlessly adapt to the customer style, customer size and scale and seniority of stakeholder/decision maker
Inquisitive a genuine desire to want to identify and understand customers’ expressed and unexpressed needs through effective exploration
Trusted adviser listen to understand before being understood –move the current perception of the customer to think differently about Travelport and how you can help
Analytical thinker be able to analyse data and insight and think ahead for the customer
Storytelling be able to bring alive insight and portfolio in a way which engages and inspires customer buy-in
Solid Technical foundation/background (built up through experience) and reinforced with an appropriate, relevant degree
10 years + of senior client delivery experience (ideally from a technical and service delivery perspective)
Context/Environment:
Travel: Must be willing to travel up to 75% of their time and dedicate a large proportion of this travel to be at the Global Customer’s site/HQ (or wherever appropriate). If based in same city as customer travel may be less.
Apply to Job
The CDE has the ability to speak both a technical and commercial language to lead and manage relationships with the customers’ internal IT/technical teams (plus other significant stakeholders) and equally with our internal TVPT teams; all with the shared goal of ensuring smooth, successful delivery upon their requirements. This also includes setting and managing expectations and pushing back to the customer and internally in TVPT where appropriate.
They will adopt a proactive, strategic, consultative and insight-driven solutions approach to help the customer to achieving their long-term vision. This is a highly visible role so this individual must be competent and capable of regularly liaising with, influencing and communicating to all levels of senior stakeholders internally and externally across a highly matrixed environment.
The CDE is ultimately responsible for client satisfaction and the success of all projects whilst leading a diverse, internal technical team (which will also involve rolling up the sleeves when required as well as adopting a strategic mindset). This involves; managing and assuring quality project / service delivery, managing delivery risk and stakeholder satisfaction.
Main Accountabilities:
Lead and have overall responsibility of client satisfaction on project / service delivery
Directly and indirectly provide leadership in influencing and managing Sales, Services, Operations and Account Management teams throughout the client delivery life cycle
Responsible for cultivating and expanding relationships with senior client stakeholders
Effectively communicate to client strategic opportunities and the overall strategic value that TVPT brings to the relationship
Develop and lead strategic relationships with service delivery partners
Lead and facilitate engagement workshops and discovery sessions
Reinforce the Operational Level Agreements within the delivery of services by the Operations team to agreed quality. Proactively communicate to internal teams about update to deliverable and timelines.
Develops account plan for the Delivery Management Team for the customer in coordination with the Customer Executive who owns the integrated, final plans
Translating usability and field research findings into design improvements
Act as the functional manager for all service management process, being the escalation point for process owners and giving direction to continuous improvement of all service support and service delivery processes
Measure and the report the impact of the offerings currently in place, so that the customer and TVPT have a common understanding of the value they are receiving toward achieving their expected outcomes.
Lead by ensuring OLA’s and SLA’s and any 3 rd party supplier agreements are in alignment with and cable for delivering services with the contracted timeframes
Ensures positive customer experience and satisfaction by developing and executing to a Net Promoter Score (NPS) Action Plan
Develops account plan for the Delivery Management Team for the customer in coordination with the Customer Executive who owns the integrated, final plans
Strong relationships with the Account Team (is this an internal or external team?) building an understanding of Customer Requirements and business drivers
Coach/Mentors Teams
Contributes to organisational change by cascading information/best practice/success stories back into the Commercial organisation.
Knowledge, Skills, Experience, Training, Education:
Consultative/Solutions selling & technical delivery experience
Business Intelligence/Insights & technical delivery experience
Proven technical and service delivery experience
Global Strategic Account Management
Proven experience within customer-focused/centric approach role/organisation
Contracts negotiation experience
Proven Leadership Skills
Ability to network, collaborate and communicate effectively across a matrixed organisation
Ability to influence, negotiate and persuade multiple stakeholders globally (at all levels)
Ability to manage highly pressurized situations and adapt to rapidly changing environments and requirements
Implementation and optimization project management experience
Knowledgeable of portfolio and industry
Emotionally intelligent be able to seamlessly adapt to the customer style, customer size and scale and seniority of stakeholder/decision maker
Inquisitive a genuine desire to want to identify and understand customers’ expressed and unexpressed needs through effective exploration
Trusted adviser listen to understand before being understood –move the current perception of the customer to think differently about Travelport and how you can help
Analytical thinker be able to analyse data and insight and think ahead for the customer
Storytelling be able to bring alive insight and portfolio in a way which engages and inspires customer buy-in
Solid Technical foundation/background (built up through experience) and reinforced with an appropriate, relevant degree
10 years + of senior client delivery experience (ideally from a technical and service delivery perspective)
Context/Environment:
Travel: Must be willing to travel up to 75% of their time and dedicate a large proportion of this travel to be at the Global Customer’s site/HQ (or wherever appropriate). If based in same city as customer travel may be less.
Apply to Job