• Oversee provider performance, documentation quality, and risk adjustment accuracy • Foster a supportive, accountable team culture • Guide training, coaching, and development • Work cross-functionally to refine workflows, improve processes, and drive operational success

• Manage customer relationships from senior executives to technical end users, ensuring alignment and mission impact • Lead onboarding and implementation, overseeing operational success and ensuring projects deliver against objectives • Drive cross-functional collaboration with internal teams to deliver cutting-edge AI/ML solutions and resolve technical issues • Identify risks and preempt challenges, maintaining long-term customer satisfaction and contract health • Develop scalable frameworks that make customer success repeatable across the organization • Partner with client teams to understand operational and technical pain points, advocating for improvements with internal engineering resources • Engage directly with customer technical teams, providing hands-on support for AI/ML deployment, troubleshooting, and user adoption

• Own the overall client relationship from a service and delivery perspective, acting as the primary senior point of contact and escalation. • Build and maintain strong, trusted relationships with senior client stakeholders through regular engagement, including at least monthly on-site visits. • Provide overall service leadership across software engineering, testing, cloud, and support engagements, ensuring consistent service quality across all delivery models. • Establish, run, and continuously improve service governance, including service reviews, QBRs, steering forums, and operational checkpoints. • Produce and present regular service reporting covering delivery performance, financials, risks, dependencies, and continuous improvement actions. • Work closely with Sales and Account leadership to support account growth, retention, and expansion opportunities. • Own commercial management of the account, including contract renewals, extensions, change control, and small-to-medium scope additions. • Draft, negotiate, and manage Statements of Work (SOWs) for incremental changes and new services. • Track and manage account financials, forecasts, and margins. • Ensure all services are delivered in line with contractual commitments and remain commercially viable. • Provide delivery oversight either directly or working through Engineering Managers. • Ensure the right skills, capacity, and engagement model are in place to meet current and future client needs. • Proactively identify service, delivery, and commercial risks, owning mitigation and escalation as required. • Act as the senior escalation point for service issues, driving resolution and maintaining client confidence. • Directly manage a number of resources where appropriate to the client and business needs. • Operate effectively within a matrix management model, influencing and coordinating teams who report into Engineering Managers elsewhere in the business. • Support performance management, engagement, and development of people aligned to the account.

• Lead delivery of complex software and modernization projects built on Azure, across both backend and frontend technologies. • Oversee full delivery lifecycle from discovery and planning to deployment, QA, and support. • Manage cross-functional Agile teams, including software architects, engineers, DevOps engineers, and QA/Testing specialists. • Coordinate delivery across web and mobile applications, API services, databases, and Azure-native services. • Champion Agile methodologies (Scrum, Kanban, SAFe), enabling continuous delivery and iterative improvement. • Partner with architects and tech leads to ensure technical quality, security, and scalability of solutions. • Build strong, trusted relationships with enterprise clients and act as the senior escalation point for delivery topics. • Drive resource planning and hiring strategy, ensuring team scalability and capability alignment. • Draft and manage Statements of Work (SOWs), delivery plans, and project financials. • Proactively identify delivery risks and manage mitigation strategies. • Support QA alignment and testing strategy—while not hands-on, a basic understanding of automated and manual testing workflows is a plus. • Advocate for best practices in software delivery, CI/CD pipelines, and cloud engineering excellence.