# Senior Director - Consulting Delivery - Customer Office **Company:** [Civica](null/companies/hjPGx8R2QKQewGU8wuetYP.md) **Location:** London, United Kingdom **Workplace:** hybrid **Employment type:** Full-time **Department:** Customer [Apply for this job](null/view/922ca942-ee1f-452c-9876-f89b1e4c9f4f) ## Description We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local government to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to more than 100 million citizens. Our aspiration is to be a GovTech champion everywhere we work, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point in our journey, and we're looking for exceptional leaders to help shape what comes next. Why you will love this opportunity as Senior Director of Consulting Delivery at Civica This is a rare opportunity to influence the future of Services delivery across Civica's UK business. As Senior Director of Consulting Delivery, you will own the strategy, operating model and performance of Consulting Delivery, helping to transform how we deliver services to customers at scale. Working closely with the VP Software Services and senior leaders across Sales, Product, Engineering, Support and Customer Success, you will drive the evolution of our delivery organisation, ensuring we provide commercially successful, customer-focused and operationally excellent services. You'll lead a team of Delivery Directors, building leadership capability and creating a culture of accountability, consistency and continuous improvement. This is a high-impact leadership role where you'll shape strategy, drive transformation and play a key part in supporting Civica's continued growth. What you will do to be successful in this role Key Responsibilities - Lead Consulting Delivery across the UK, defining the strategic direction, operating model and standards for service delivery. - Develop and embed scalable delivery methodologies, governance frameworks and best practices that improve customer outcomes and delivery consistency. - Lead, mentor and coach Delivery Directors to build high-performing consulting teams across the UK. - Drive the successful adoption of the Service Estimator tool, ensuring accurate forecasting, pricing and service quotations across all business verticals. - Translate strategic objectives into practical delivery plans, transformation programmes and measurable outcomes. - Provide executive oversight of delivery performance, including utilisation, forecasting, margins, resource planning, customer satisfaction and risk management. - Establish effective governance, reporting and performance measurement frameworks across the Services organisation. - Drive capability development through skills planning, leadership development, knowledge sharing and delivery assurance. - Champion continuous improvement and innovation by leveraging performance data, customer feedback and industry trends. - Partner with Sales, Product, Engineering, Support and Customer Success to ensure services remain scalable, commercially viable and aligned to business goals. - Lead major programme governance and executive-level escalations, ensuring effective decision-making and risk resolution. - Build strong relationships with senior customer stakeholders, acting as a trusted advisor and advocate for successful delivery outcomes. - Support the development and execution of Civica's wider Services transformation strategy. ## Requirements - Significant senior leadership experience within Consulting Delivery, Professional Services, Software Implementation or a similar customer-facing delivery environment. - Proven experience leading through leaders, including coaching and developing director-level management teams. - Strong track record of designing and implementing operating models, transformation programmes and scalable service delivery frameworks. - Commercially astute with experience managing utilisation, profitability, forecasting, resource planning and delivery margins. - Experience leading large, distributed teams through periods of growth, transformation and organisational change. - Exceptional stakeholder management and influencing skills, with the ability to operate confidently at executive level. - Strong understanding of software implementation, delivery lifecycles, customer onboarding and service transition. - Data-driven approach to decision making, using operational metrics and customer insight to drive performance improvements. - Experience managing delivery governance, programme oversight, escalations and organisational risk. - Ability to work collaboratively across multiple business functions to achieve strategic objectives. - Strong strategic planning and problem-solving skills with the ability to convert vision into practical delivery outcomes. Desirable Experience - Experience modernising consulting or professional services delivery organisations. - Knowledge of GovTech, public sector software or highly regulated customer environments. - Strong understanding of delivery, reporting and collaboration tools including Microsoft Office and related platforms. We Want You to Bring Your Whole Self to Work There is no such thing as the perfect candidate, so if you think you have what it takes but don't necessarily meet every single point on the list above, please still get in touch. We'd love to have a conversation and explore whether this could be the right opportunity for you. Why You'll Love Working with Us At Civica, we're passionate about the impact we have on citizens and communities. We believe technology has the power to transform public services, and we're committed to helping our customers deliver better outcomes for the people they serve. In return, you'll have the opportunity to shape strategic initiatives, work alongside experienced leaders, influence meaningful transformation and develop your career within a global GovTech organisation. ## Benefits Time Off & Work-Life Balance ✔ 25 Days Annual Leave plus bank holidays, with the option to purchase up to 10 additional days ✔ Days of Difference volunteering leave Financial Wellbeing & Security ✔ Pension contributions with employer matching ✔ Income Protection ✔ Life Assurance ✔ Critical Illness Cover Health & Wellbeing ✔ Private Medical Insurance ✔ Health Cash Plan ✔ Dental Insurance Additional Benefits ✔ Employee Affinity Groups ✔ Employee Referral Bonus Scheme ✔ Access to learning and career development opportunities At Civica, we are committed to building an inclusive and diverse workplace where everyone feels valued and supported. We welcome applications from people of all backgrounds and experiences and are dedicated to creating a fair and accessible recruitment process for everyone. If you require any adjustments throughout the recruitment process, please let us know and we'll be happy to support you.