Director – Delivery & Client Services

About the Company

The Director – Delivery & Client Services is a senior leadership role responsible for end-to-end portfolio ownership across Recruitment, Client Services and Delivery Excellence. This role drives strategic alignment between client expectations and recruitment execution, ensuring operational excellence, revenue growth, customer satisfaction, and talent development.

About the Role

The Director will lead high-performing teams across recruitment and client services, champion AI-led transformation initiatives, and build scalable delivery models that enhance productivity, candidate experience, and client success.

Responsibilities

• Strategic Leadership & Portfolio Ownership
• Develop and execute the overall recruitment and client services strategy aligned to organizational growth objectives.
• Define and cascade annual and quarterly OKRs across Recruitment and Client Services teams.
• Own end-to-end performance of assigned portfolio, including revenue, gross margin, fill ratio, time-to-fill, and productivity metrics.
• Translate business goals into actionable delivery roadmaps and execution plans.
• Drive a culture of accountability, ownership, and performance excellence.
• Client Success & Stakeholder Management
• Lead Quarterly Business Reviews (QBRs) and strategic client discussions.
• Drive client satisfaction, retention, and expansion strategies.
• Act as an escalation point for complex delivery or client issues.
• Ensure alignment between internal teams and client expectations.
• Own and improve Client NPS and Consultant NPS scores.
• Recruitment & Delivery Excellence
• Develop scalable recruitment strategies across MSP, VMS, and direct client environments.
• Ensure consistent adoption of recruitment processes, governance frameworks, and best practices.
• Improve sourcing effectiveness, screening quality, interview preparedness, and conversion ratios.
• Drive workforce planning and resource allocation aligned with forecasted business demand.
• Strengthen candidate experience strategy in partnership with Client Services Managers.
• AI, Process Transformation & Innovation
• Lead AI adoption initiatives across sourcing, screening, analytics, and reporting functions.
• Drive process enhancements and automation to increase productivity and reduce cycle times.
• Utilize data analytics to identify trends, gaps, and operational improvement opportunities.
• Lead transformation projects that enhance quality, compliance, and operational efficiency.
• Performance Management & Talent Development
• Own the full performance management lifecycle, including goal setting, mid-year reviews, annual evaluations, and stack ranking.
• Manage underperformance through structured performance improvement frameworks.
• Build leadership bench strength and succession plans.
• Coach and mentor Recruitment Managers, Client Services Managers, and Delivery Leaders.
• Drive a high-performance, high-engagement team culture.
• Organizational Planning & Team Expansion
• Develop team expansion plans based on forecasted client growth and productivity benchmarks.
• Design optimal team structures to support scalability and operational effectiveness.
• Ensure effective resource allocation across strategic and high-growth accounts.
• Governance & Operational Excellence
• Establish disciplined reporting cadence across productivity, submissions, revenue contribution, and delivery metrics.
• Ensure compliance with onboarding, contractual alignment, and internal governance standards.
• Maintain operational transparency through structured performance dashboards and review mechanisms.

Key Performance Indicators (KPIs)

• Portfolio Revenue & Gross Margin Growth
• Fill Ratio & SLA Adherence
• Recruiter Productivity & Delivery Efficiency
• Client & Consultant NPS
• Headcount Growth & Retention
• AI Adoption & Process Optimization Impact
• Leadership Development & Succession Strength

Qualifications & Experience

• 12–15+ years of experience in US Staffing, Talent Acquisition, or Client Services leadership roles.
• Proven experience managing MSP/VMS and enterprise client portfolios.
• Strong understanding of recruitment metrics, delivery models, and workforce planning.
• Demonstrated experience in leading large teams and managing cross-functional stakeholders.
• Strong analytical mindset with data-driven decision-making capability.
• Experience leading AI or digital transformation initiatives preferred.

Leadership Competencies

• Strategic Thinking & Business Acumen
• Executive Presence & Client Leadership
• Data-Driven Decision Making
• Change & Transformation Leadership
• Talent Development & Coaching
• Operational Excellence & Process Governance