Job Description
About This Role
ICS is on a 10x trajectory - and we're hiring the leader who will build, run, and shape the function that gets us there. You'll
own the entire Client Success and Delivery motion: playbook, metrics, tooling, hiring plan. You'll be a player-coach - leading a
small team AND still rolling up your sleeves on real engagements. You'll be the senior voice with our top clients in hospitality,
financial services, and professional services, and a formal voice-of-the-client channel into product. Built for a self-directed leader
who wants a platform to scale, not a quiet seat to occupy.
What You'll Own:
The Function:
• The full CS and Delivery playbook, metrics, tooling, and hiring plan.
• Translate the 10x plan into what CS and Delivery look like in 12-24 months.
• A formal voice-of-the-client channel into product management.
As Player
• Senior client voice on top accounts - from kickoff through renewal AND the quiet stretches
• Drive delivery outcomes on key engagements - own the hard calls, not just sign off on them
• Lead engineering delivery teams across the portfolio
As Coach
• Lead and grow a small team - hire, develop, and raise the bar
• Wear multiple hats as the business transforms; flex across workstreams
• Build the bench so the function scales beyond you
Client Verticals
• Hospitality • Financial services • Professional services
Requirements
Ideal Candidate
• 7-10+ yrs in CS, delivery, or services leadership at a cloud/MSP/IT firm
• Track record of building or rebuilding a function - not just running one
• Credible context in hospitality and financial services - trust on day one
• Self-directed operator - no hand-holding required
• Player-coach mindset - leads a team AND still does the work
• Genuinely AI-forward in how you operate
How We'll Measure Success
• Client retention, renewal, and expansion across the portfolio
• On-time / on-budget delivery and CSAT
• A built-out, repeatable CS and Delivery motion
• Roadmap influence from your client signal
• Quantifiable contribution to the 10x plan
Tech Stack
• Azure • Entra ID • M365 • SharePoint • Intune • Cybersecurity tooling
• Zoho Projects / Zoho Desk • Copilot • Perplexity
Benefits
Build the function, don't inherit one.
You'll define the playbook, the team, and the bar - and live with the results. Most directors inherit decades of process. Here you write it.
AI-forward, not AI-flavored
Perplexity for research, Copilot for analysis and drafting, Zoho automations for the busywork. Your time goes to clients and strategy, not admin.
Shape the 10x trajectory
We're not asking you to maintain. We're asking you to help us scale. Direct line to the COO, real input on strategy, and upside as ICS grows.
