The NAV | 365 People (TNP, a Node4 Company)
Customer Delivery Executive
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Internal Opportunity - Customer Delivery Executive
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We are proud to have a dedicated, talented, and diverse workforce that continues to grow. As we expand through our own success and acquisitions, we never lose sight of the most important part of our business – our people. We want you to grow, learn, and evolve with us.
About The Role
The Customer Delivery Executive is responsible for the end-to-end delivery of all technology services and programmes for assigned customer accounts, ensuring that solutions are delivered with quality, consistency, and commercial discipline. Working in close partnership with the Account Manager, who owns the commercial relationship and sales growth, the Customer Delivery Executive ensures that all sold services are successfully delivered, adopted, and operated, creating measurable customer value and a strong foundation for long-term partnership.
The role acts as the single point of accountability for delivery across the technology practices, including Business Solutions, Cloud & AI, Security & Networking, and Managed Services, coordinating resources across these domains to deliver integrated solutions aligned to the customer’s strategy. The Customer Delivery Manager builds trusted customer relationships, oversees delivery governance, manages risks and escalations, and ensures programmes and services meet contractual commitments, service levels, and financial expectations.
Key Responsibilities
Account Delivery Ownership
- Own overall delivery accountability for assigned client accounts across all technology services and projects.
- Ensure delivery is aligned to contractual commitments, SLAs, project scope, timelines, and budgets.
- Act as the primary delivery contact for senior customer stakeholders.
- Maintain a clear view of account delivery health, risks, dependencies, and performance.
Programme & Project Delivery
- Oversee delivery of programmes, projects, and managed services within the account.
- Hold Practice Delivery accountable to ensure appropriate project governance, reporting, and milestone tracking.
- Coordinate delivery across multiple workstreams and technical practices.
- Proactively manage delivery risks, issues, and escalations.
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Cross-Practice Coordination
Work closely with technical practice leaders and delivery teams across:
- Business Solutions – Microsoft Business Central, Data Platforms, CRM and business applications
- Cloud & AI – Cloud platforms, modernisation, AI solutions and automation
- Security & Networking – Cyber security, networking infrastructure, and secure architecture
- Managed Services – Ongoing operational support, monitoring, and service management
Ensure all practices work together to deliver cohesive, high-quality outcomes for the customer.
Customer Relationship Management
- Build trusted relationships with customer technology leaders and operational stakeholders.
- Lead service reviews, delivery governance meetings, and programme steering groups.
- Ensure strong customer satisfaction and adoption of delivered solutions.
- Proactively identify opportunities to improve service quality and customer value.
Commercial & Financial Management
- Work with the Account Manager to ensure delivery supports account growth and retention.
- Work with Delivery to monitor project financials, margins, utilisation, and delivery costs.
- Manage agreed change requests, scope control, and contract adherence.
- Provide delivery insight to support renewals, expansions, and new opportunities.
Operational Excellence
- Ensure delivery follows company delivery methodologies, standards, and governance frameworks.
- Maintain accurate delivery reporting, forecasts, and account performance metrics.
- Drive continuous improvement in delivery quality, efficiency, and customer experience.
Key Internal Relationships
- Account Manager / Sales Lead
- Practice Leaders (Business Solutions, Cloud & AI, Security & Networking)
- Managed Services Operations
- Programme Managers / Project Managers
- Customer Success and Service Management teams
External Relationships
- Customer CIO / IT Leadership
- Programme and project stakeholders
What Will You Bring?
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Skills & Experience (Essential)
- Proven experience managing technology delivery within client accounts.
- Experience with Microsoft technologies and platforms including Business Central, Dynamics, Azure, and data platforms.
- Experience managing customer stakeholders and executive governance forums.
- Ability to coordinate cross-functional technical teams.
- Strong commercial awareness.
Desirable
- Experience delivering across multiple technology domains such as cloud, applications, infrastructure, and managed services.
- Knowledge of managed services and service management frameworks (ITIL).
- Familiarity with security, networking, and cloud delivery models.
Leadership Behaviours
- Customer First – focused on delivering measurable customer value and outcomes.
- Ownership & Accountability – takes responsibility for delivery success and resolving challenges.
- Collaboration – works effectively across practices and teams to deliver integrated solutions.
- Transparency – communicates clearly on delivery health, risks, and progress.
- Continuous Improvement – constantly seeks ways to enhance delivery quality and efficiency.
Success Measures
- On-time and on-budget delivery of projects and programmes
- Customer satisfaction and service performance (e.g., NPS / CSAT)
- Account delivery health and risk management
- Adoption and successful operation of delivered solutions
- Contribution to account growth and long-term customer retention
Why Apply?
At Node4, we believe in fostering a culture of growth and development for our employees, and we encourage all internal candidates to apply for job openings. By applying for positions that match your current skill sets, you not only open up new career opportunities for yourself but also contribute to a diverse and innovative workplace.
Internal candidates bring valuable insights and understanding of our company culture, values, and objectives, which can enhance team dynamics and drive our success further.
We are committed to supporting your professional journey, and we look forward to seeing your applications!
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