Job Title: Service Delivery Executive
Location: Customer Site in Cincinnati, Ohio
About the Role
CBTS is seeking a technically savvy, highly organized Service Delivery Executive with a strong foundation in software development and digital transformation to lead large-scale global application and infrastructure delivery engagements. The ideal candidate will have a good understanding of the Software Development Life Cycle (SDLC), the nuances of modern application delivery, and be comfortable managing global complex, matrixed delivery teams-the majority of whom are developers.
This individual will be the face of delivery for our customers-ensuring exceptional service, strategic alignment, and measurable value across every engagement. This role requires someone who excels at navigating ambiguity, driving alignment across multiple teams, and orchestrating seamless execution in a highly collaborative environment. You'll be a key partner to Account Directors, Client Managers, Recruiters, Resource Managers, and Operations, ensuring delivery meets strategic objectives and client expectations.
As a Service Delivery Executive, you will oversee the end-to-end delivery experience, develop strategic relationships with clients, and partner with cross-functional teams to drive satisfaction, retention, and growth. Your consultative approach and business acumen will enable you to align technology solutions with real-world outcomes.
Key Responsibilities
Client Engagement & Relationship Management
- Serve as the primary point of contact for delivery across assigned accounts, with a strong focus on application development and digital solutions
- Build and maintain trusted, consultative relationships with senior client stakeholders
- Drive customer satisfaction and retention by aligning technical delivery with business goals and identifying growth opportunities
- Responsible for managing and optimizing global delivery models, leading hybrid teams across Canada, India, and the United States to ensure seamless service execution and alignment with client expectations.
Delivery Oversight & Execution (Application-Centric)
- Lead the delivery of complex, multi-disciplinary engagements-especially those focused on software development, modernization, and digital platforms
- Ensure alignment to Agile/DevOps practices and the full SDLC, from requirements gathering through deployment and support
- Track and manage delivery performance, including timelines, financials, resource utilization, and client feedback
- Coordinate across matrixed teams to ensure project execution stays aligned with scope and client outcomes
Program & Resource Coordination
- Manage delivery across a large, matrixed team structure, often comprising 100+ technical professionals across disciplines
- Partner with recruiting, staffing, and resource management teams to ensure projects are properly staffed and supported
- Maintain clear lines of communication, resolve escalations quickly, and drive clarity in fast-moving environments
- Coordinate and perform program-level, quarterly Townhall Meetings to review project(s) status and client roadmap to foster collaboration and awareness across delivery teams.
- Maintain regular communication and act as the point of escalation for all delivery resources to ensure productivity, team cohesiveness, and project alignment for technical and professional advancement
Business Enablement & Growth
- Collaborate with Sales to align delivery with pursuit strategies and account growth
- Identify opportunities for account expansion by demonstrating value and thought leadership
- Innovate delivery models to support evolving client needs, especially in Agile, DevOps, and cloud-native environments
Operational Excellence
- Implement delivery governance models and processes based on frameworks such as ITIL, PMP, Agile, or SAFe
- Standardize and improve delivery processes across engagements to ensure consistency, quality, and scalability
- Foster a culture of accountability, continuous improvement, and delivery excellence
- Manage escalations, ensure proper resolution paths, and maintain proactive communication with stakeholders
Who You Are
You're a technical delivery leader with strong program management capabilities and a knack for aligning cross-functional teams around shared goals. You're detail-oriented but strategic, collaborative but decisive, and you thrive in fast-paced, dynamic environments.
What You Bring
- 7+ years in service delivery, program management, or consulting within a software-heavy environment
- Strong knowledge of SDLC, Agile/DevOps, and modern application delivery practices
- Experience leading complex technology programs and coordinating matrixed teams at scale
- Experience delivering solutions to enterprise or public sector clients across areas such as Networking, Security, Cloud, Data Center, or Collaboration
- Experience working with a service provider/consulting company who sells to end clients
- Excellent stakeholder management and communication skills across technical and business audiences
- Ability to influence and communicate effectively with stakeholders at all levels, including executives
- Proven financial acumen in managing project budgets, forecasts, and profitability
- Familiarity with enterprise IT environments, digital transformation initiatives, and hybrid delivery models
- Certifications or familiarity with ITIL, PMP, Agile, or SAFe frameworks
- Strategic thinker with a customer-first mindset and the flexibility to adapt in changing environments
- Proven ability to collaborate with sales and contribute to account growth strategies
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, Business, or a related field
- Experience in a professional services or consulting organization
- Background in both infrastructure and application delivery environments
- Understanding of managed services and cloud-based delivery platforms
Why CBTS?
At CBTS, we bridge strategy and execution to deliver transformative technology outcomes. We're driven by innovation, collaboration, and a shared commitment to client success. Join us and be part of a team where your technical leadership and program delivery expertise will have a direct and lasting impact.