Director, Customer Value Delivery

Key Responsibilities

• End-to-end delivery ownership: Leads the full program lifecycle from initiation through planning, execution, and closure. Accountable for delivery on time, within scope, and within budget across all workstreams – including platform implementation, integration, data migration, and business change.
• Time to Value: Owns the pace at which the customer realizes measurable business outcomes from the Sapiens engagement. Defines the time-to-value baseline at program initiation, tracks progress at every milestone, and uses delivery decisions to actively shorten it.
• AI-led SaaS implementation velocity: Moves programs toward faster implementation cycles consistent with Sapiens’ AI-led SaaS delivery model, applying configuration-over-customization discipline.
• Commercial Outcomes: In partnership with Customer Success, owns NRR contribution of the customer portfolio, drives expansion levers, and reports against them.
• Growth: Identifies upsell and cross-sell potential during delivery and converts insight into pipeline opportunities.
• AI-native execution model: Operates a delivery model in which AI supports execution activities such as status tracking, risk summarization, documentation, and reporting cadence.

Milestone Management & Exit Criteria

• Milestone ownership: Defines, manages, and tracks program milestones with clear definitions of done, agreed exit criteria, and formal customer acceptance.
• Exit criteria discipline: Works with the customer to agree exit criteria at the start of each phase; manages scope through change orders aligned to those criteria.
• Milestone-based billing alignment: Ensures delivery milestones align with billing triggers and commercial events.
• Risk and dependency management: Maintains a live program risk register, manages interdependencies across teams, and drives resolution proactively.

Insurance Industry Fluency & Customer Understanding

• Insurance domain depth: Develops deep understanding of the customer’s business, operating model, and regulatory environment.
• Customer relationship ownership: Holds the customer relationship at the program level, including C-suite engagement and trust-based partnership.

Proactive Customer Relationship & Escalation Management

• Customer relationship ownership at the program level: Holds the customer relationship at the C-suite level on substance and trust. Is the person the customer calls when something genuinely matters.
• Proactive escalation management: Anticipates delivery risks and customer concerns, addressing issues before they escalate.
• Customer Success partnership: Works in close coordination with the Customer Success Manager on the account. The PDCA owns delivery execution; the CS team owns the commercial relationship and expansion trajectory. Together, the PDCA and CS team own the Customer Value Journey – the handoff between these functions is deliberate, documented, and clean. Customer health is a shared metric.

Resource Orchestration & Team Leadership

• Cross-functional team orchestration: Manages delivery across blended teams: Sapiens employees, offshore delivery resources, SI partners, and customer-side teams. Ensures alignment, accountability, and pace across all.
• Team leadership and development: Treats team development as a commercial lever, not an HR task – holding growth conversations early and building capability with intention. Leads the full talent lifecycle with candor and integrity, from onboarding through to role transitions.
• Sapiens ambassadorship: Carries the Sapiens point of view into customer environments. Knows the Insurance Ontology argument, the AutonomousInsurer thesis, and the AI moat – and can hold them in a room.
• Project Manager leadership: Directly leads a team of Project Managers across the program. Sets standards, drives accountability, and develops PM capability with intention. The PDCA is the delivery standard-setter on the account – the team performs to the level the PDCA models and demands.

Qualifications

• 15+ years of experience leading complex enterprise software programs, including at least 5 years in senior delivery leadership roles.
• Deep insurance domain knowledge (Life & Pension, Property & Casualty, or equivalent specialty lines), with familiarity in insurance technology platforms.
• Demonstrated expertise in milestone-based delivery governance, exit criteria design, scope control, and change management.
• Experience leading global cross-functional teams, including SI partners and offshore delivery resources.
• AI transformation experience, including use of AI tools across program management and delivery.
• Strong program financial management skills, including budgeting, forecasting, and cost-to-serve awareness.
• Excellent communication and stakeholder management skills, including executive-level presentations.
• PREFERRED: Experience with SaaS implementation programs, Scaled Agile (SAFe), or hybrid delivery models; PMP, PgMP, or PRINCE2 certification.