The VP, Delivery & Customer Success plays a critical leadership role in fulfilling this mission-ensuring that every engagement we deliver creates measurable value, exceptional customer experiences, and sustainable growth for our clients.
Key Responsibilities
Strategic Delivery Leadership
- Own end-to-end delivery across all Dura Digital studios, ensuring our mission is reflected in every project we deliver.
- Lead delivery strategy, standards, and governance to ensure world-class execution across AI, data, design, engineering, and product engagements.
- Drive excellence across scope management, quality, timelines, financial performance, and client outcomes.
- Ensure all teams deliver in alignment with Dura Digital's values: curious, vocal, trusted, creative, available, respectful.
Customer Satisfaction & Client Success
- Serve as the senior point of escalation for key client relationships, ensuring delivery aligns with expectations and strategic goals.
- Drive customer satisfaction across all engagements, ensuring clients feel empowered and supported through their AI-enabled transformation.
- Conduct ongoing reviews, retrospectives, and feedback loops to continuously strengthen customer trust and long-term relationships.
Financial & Operational Accountability
- Own delivery financials, including project profitability, margin targets, utilization, forecasting, and resourcing.
- Partner with Finance and Operations to maintain a healthy delivery pipeline, optimize team allocation, and drive sustainable growth.
- Implement financial governance and risk controls that ensure engagements are delivered efficiently and profitably.
Team Leadership & Studio Enablement
- Lead and mentor delivery leaders across global studios (Engineering, Data & AI, Human-Centered Design, Product).
- Strengthen delivery capabilities, tools, and methodologies to continuously improve velocity, quality, and consistency.
- Foster a collaborative, high-performing culture that supports innovation and excellence in AI-enabled delivery.
Cross-Functional Collaboration
- Partner closely with Sales, Client Success, Marketing, Product, and studio leadership to align delivery operations with business strategy.
- Support pre-sales and scoping to ensure engagements are grounded in realistic, achievable, and value-aligned delivery plans.
- Translate lessons learned into delivery frameworks, processes, and reusable assets that strengthen our mission and value proposition.
What You Bring
- 10+ years of experience delivering complex digital transformation, AI, data, engineering, or enterprise technology solutions.
- 5+ years in a senior leadership role overseeing multi-disciplinary delivery organizations.
- Strong understanding of modern delivery frameworks (Agile, DevOps, AI/ML lifecycle, product delivery).
- Proven ability to manage profitability, budgets, forecasts, and utilization across a portfolio of projects.
- Exceptional communication, stakeholder management, negotiation, and conflict-resolution skills.
- Experience leading remote, dual-shore, or global delivery teams.
- A genuine alignment with Dura Digital's mission and values: you empower clients, elevate teams, and lead transformation with clarity and empathy.
Why join Dura Digital
- Lead the full delivery organization at a company dedicated to igniting AI-enabled transformation for organizations across North America and beyond.
- Shape how modern AI-powered solutions are designed, delivered, and adopted.
- Work alongside global studio teams pushing the boundaries of digital innovation in engineering, AI, data, UX, and product delivery.
- Be part of a remote-first, collaborative international culture committed to quality, creativity, and meaningful client outcomes.
- Competitive compensation, supportive leadership, and significant opportunity for impact and career growth.
- Build on our amazing culture and would love for you to be part of it.
