Client Delivery Executive

Purpose

The Client Delivery Executive (CDE) will be responsible for ensuring the effective delivery of biometrics technology services to key stakeholders. This role requires strong technical acumen, exceptional client management skills, and a robust understanding of financial management, including P&L, EAC, forecasting, budgeting, and reporting. The CDE will balance service delivery with long-term account management, ensuring that our biometric solutions meet client needs while delivering financial success for the organisation.

Key Missions

Service Delivery:
Project Oversight: Lead the end-to-end delivery of biometric technology projects for airports and government agencies in New Zealand. Ensure projects are completed on time, within scope, and in line with agreed-upon service levels.
Client Support and Escalation Management: Act as the first point of contact for client concerns, addressing escalations related to system performance, issues, or improvements. Ensure prompt and effective resolution in alignment with SLA agreements.
Operational Excellence: Oversee the day-to-day operation of biometric systems at key sites, ensuring that all systems are running optimally. Identify opportunities for operational improvements to streamline service and enhance user experience.
Reporting & Metrics: Regularly report on service delivery performance, including system uptime, incident management, and customer satisfaction. Provide clients with transparent, data-driven insights.

Financial Management (P&L, EAC, Forecasting, Budgeting):
P&L Management: Oversee the financial performance of each client account, including the management of profit and loss (P&L) for all services provided to the client. Ensure that delivery is aligned with financial goals and operational efficiency.
EAC (Estimate at Completion): Develop and manage the EAC to ensure that project and program costs are accurately forecasted and managed throughout the lifecycle of the client engagement.
Forecasting & Budgeting: Develop accurate financial forecasts and budgets for the services delivered to clients, tracking costs, revenue, and any variances to ensure the financial health of each project.
Program Dashboard & Reporting: Maintain program dashboards that provide key financial and operational metrics for each client. Ensure consistent and accurate reporting on the progress of projects, highlighting any risks or financial discrepancies to senior management.

Account Management:
Client Relationship Management: Build and maintain strong, long-lasting relationships with key stakeholders at airports and government agencies that you will be assigned to. Become a trusted advisor to ensure their needs and expectations are consistently met.
Strategic Account Growth: Identify opportunities for expanding the scope of biometric solutions within existing client accounts. Proactively recommend enhancements to service delivery, ensuring long-term success and continued client satisfaction.
Renewals & Contract Negotiations: Manage contract renewals and ongoing service agreements with clients, ensuring terms are aligned with client needs and company goals.
Client Advocacy: Advocate for the client’s needs within the organisation, ensuring that all service issues, challenges, and opportunities are communicated effectively to internal teams.

Stakeholder Engagement and Collaboration:
Cross-Functional Coordination: Collaborate with internal teams (e.g., technical support, product development, customer success) to ensure that client requirements are clearly understood and addressed in the delivery of services.
Customs and Regulatory Compliance: Work closely with New Zealand government agencies to ensure all biometric solutions comply with relevant regulations and standards, ensuring security, privacy, and operational compliance.
Feedback Loop: Collect and communicate client feedback to the development and product teams, ensuring that our solutions continue to evolve and meet industry needs.
Innovation Leadership: Stay up to date with emerging trends in biometric technologies and related fields, recommending innovative solutions that can benefit clients and improve service delivery.
Process Improvement: Regularly assess and improve delivery processes to enhance efficiency, reduce risk, and improve the quality of service provided to clients.

Profile & Other Information

Clearances required: Airport Security Identification Card (ASIC) & New Zealand Government Security Clearance. Must be a New Zealand citizen.

Proven Experience: At least 10+ years of experience in client delivery, service management, or account management within technology, particularly in the biometrics, security, or aviation sectors.
Technical Knowledge: A strong understanding of biometric technologies, security systems, and the infrastructure supporting airports and regulatory bodies.
Financial Management: Demonstrated experience in P&L management, EAC (Estimate at Completion), financial forecasting, budgeting, and reporting for large-scale projects or programs.
Project Management Skills: Experience managing complex projects with a focus on customer satisfaction, quality assurance, financial health, and on-time delivery. PMP or equivalent; IT Service Management practitioner or equivalent is a plus
Client-Focused Approach: Proven ability to develop and maintain strong client relationships, understand client needs, and drive satisfaction.
Regulatory Knowledge: Understanding of the regulations and compliance requirements relevant to biometric solutions in airports and customs, particularly in New Zealand.
Communication Skills: Excellent written and verbal communication skills, capable of presenting complex technical and financial information to non-technical stakeholders.
Problem Solving: Ability to think critically and resolve complex issues under pressure.

Education: Bachelor Degree in Administration or Business Management from a recognized institution, or equivalent practical experience, sound technical understanding.