Client Delivery Executive (CDE)

• Practice Cloud & Infrastructure

• Technologies Infrastructure & Cloud

• Location Rotterdam, Netherlands

• Type Contract

Client Delivery Executive (CDE) – Job Description

The Client Delivery Executive (CDE) is the senior delivery leader responsible for end‑to‑end contract execution, service quality, financial performance, compliance, and customer satisfaction across complex IT service engagements. The CDE acts as the single accountable delivery owner, orchestrating all delivery teams and functions to ensure operational excellence and strategic customer value.

📍 Role Details

• Position: Client Delivery Executive (CDE)

• Contract: 1‑year external engagement with option to transition to permanent employment

• Freelance (ZZP): Allowed

• Language: Dutch-speaking

• Sector Experience: Government institutions

• Location: Randstad region (flexible, hybrid/remote possible)

• Hours: 36–40 per week

• Rate: Competitive / market-conform

🎯 Role Purpose

The CDE leads and orchestrates integrated IT service delivery for strategic clients, ensuring contractual commitments, service excellence, profitability, risk mitigation, and continuous improvement. The role builds trusted executive relationships and drives both operational and commercial success.

🧭 Key Accountabilities

1. End-to-End Delivery Leadership

• Own overall delivery performance

• Lead multi‑tower, multi‑location service delivery

• Manage budgets, forecasts, SLAs, KPIs

• Chair Daily Service Reviews (DSR)

• Drive operational excellence

2. Customer Leadership & Relationship Management

• Act as primary delivery executive

• Build trusted multi‑level customer relationships

• Lead Monthly Business Reviews (MBRs)

• Drive customer satisfaction and value realization

3. Financial & Profitability Management

• Own delivery economics and cost control

• Manage IBC/CBC performance

• Lead Profit Improvement Plans (PIP)

• Oversee forecasting, invoicing, margin improvement

4. Risk, Compliance & Security Management

• Ensure regulatory, contractual, and security compliance

• Manage operational and contract risks

• Support internal/external audits

• Maintain risk registers and mitigation plans

5. Continuous Service Improvement

• Drive incident reduction and root cause analysis

• Develop Quality Plans

• Promote automation and standardization

• Lead improvement programs

6. Workforce Leadership

• Lead delivery teams and service managers

• Ensure proper staffing and workforce planning

• Drive coaching, certification, and development

• Foster global collaboration

7. Business Growth & Upselling

• Identify growth opportunities

• Support account expansion strategies

• Contribute to business planning

• Enable innovation-led transformation

🛠 Required Skills & Competencies

Leadership

• Commercial orientation

• Strategic thinking

• Executive communication

• Stakeholder management

• Negotiation & consensus building

Management

• Financial management

• Data-driven decision making

• Governance & operational discipline

• Complex stakeholder management

Technical & Delivery

• ITIL / IT Service Management

• Service Delivery Management

• Project Management

• SLA & Risk Management

• Technology leadership

• Continuous improvement methodologies

Personal Attributes

• Results-oriented

• Proactive & accountable

• Customer-focused

• Resilient under pressure

• High integrity

• Strong communicator

• Creative problem solver

📈 Experience Requirements

Senior CDE

• 8–10 years service delivery leadership

• Medium–large client environments

• International/multi-disciplinary team leadership

• Proven governance, quality, and profitability ownership

Principal CDE

• 10+ years managing large, strategic outsourcing engagements

• Global delivery leadership

• Executive stakeholder management

• Strong financial governance & transformation track record

✔ Success Measures

A successful CDE delivers:

• High client satisfaction

• SLA/KPI achievement

• Strong operational performance

• Secure & compliant services

• Continuous improvement

• Margin improvement

• Positive audit outcomes

• Sustainable account growth

• Engaged, capable delivery teams

📌 Role Summary

The CDE is the senior operational leader accountable for service delivery excellence, customer satisfaction, contractual compliance, financial performance, and business growth. The role blends executive leadership, operational discipline, commercial management, and people leadership to ensure long-term success for both the organization and its clients.

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