Client Delivery - Senior Vice President

About the Role

Responsibilities

• Lead and develop Client Delivery leaders and their teams responsible for implementations, onboarding programs, and ongoing client delivery while fostering a culture of accountability, ownership, execution excellence, and client focus.
• Own delivery performance across a portfolio of strategic client relationships, implementations, and delivery programs, ensuring milestones, commitments, client expectations, and business objectives are consistently achieved.
• Establish governance frameworks, operating rhythms, performance management practices, and executive reporting processes that improve execution, scalability, and organizational effectiveness.
• Serve as an executive sponsor for strategic client relationships, critical implementations, and complex delivery initiatives, building trusted partnerships with senior client stakeholders and sponsors.
• Lead executive steering committees, governance meetings, implementation reviews, and client-facing discussions while delivering executive communications, presentations, status updates, and recovery plans.
• Act as the senior escalation point for complex client situations, implementation challenges, and delivery issues, personally engaging when additional leadership involvement is required.
• Identify risks, diagnose root causes, and drive practical solutions across teams to proactively address issues before they impact client outcomes.
• Direct project recovery efforts involving timeline, scope, resource, performance, or stakeholder challenges while maintaining confidence and alignment among key stakeholders.
• Partner closely with Product, Technology, Operations, Sales, Account Management, and Support teams to align priorities, resources, and execution plans that drive successful client outcomes.
• Translate implementation insights, delivery learnings, and client feedback into operational improvements, process enhancements, and product recommendations.
• Drive resource planning, forecasting, operational efficiency, invoicing oversight, capacity management, and delivery performance measurement across the organization.
• Improve implementation methodologies, delivery processes, governance standards, and the overall client experience to support growth and scalability.

Qualifications

• 15+ years of experience leading client delivery, implementation, professional services, consulting, operations, or other complex client-facing organizations
• Proven success leading large-scale client implementations, enterprise programs, and complex delivery portfolios
• Demonstrated ability to lead and build high-performing teams, drive accountability and performance across organizations
• Strong executive presence with experience managing senior client relationships, executive stakeholders, steering committees, and governance forums
• Exceptional communication and presentation skills, including experience developing executive updates, governance materials, recovery plans, and client-facing presentations
• Proven ability to solve complex business, operational, and delivery challenges while maintaining strong client relationships and stakeholder confidence
• Experience leading escalations, project recovery efforts, and cross-functional execution within complex, fast-paced environments
• Strong operational, financial, organizational, forecasting, and resource management capabilities
• Experience within annuities, insurance, wealth management, broker-dealers, wirehouses, fintech, or broader financial services organizations
• Strong understanding of the annuity distribution ecosystem, financial institution operating models, and client implementation lifecycles
• Experience working with broker-dealers, insurance carriers, banks, RIAs, wealth management firms, or enterprise financial institutions
• Experience with FireLight or similar annuity, insurance, point-of-sale, e-application, new business, or distribution technology platforms

Benefits

• The base salary range for this role is $180,000 to $210,000. iCapital offers a compensation package which includes salary, equity for all full-time employees, and an annual performance bonus. Employees also receive a comprehensive benefits package that includes an employer matched retirement plan, generously subsidized healthcare with 100% employer paid dental, vision, telemedicine, and virtual mental health counseling, parental leave, and unlimited paid time off (PTO).
• We believe the best ideas and innovation happen when we are together. Employees in this role will work in the office Monday-Thursday, with the flexibility to work remotely on Friday.
• For additional information on iCapital, please visit https://www.icapitalnetwork.com/about-us Twitter: @icapitalnetwork | LinkedIn: https://www.linkedin.com/company/icapital-network-inc | Awards Disclaimer: https://www.icapitalnetwork.com/about-us/recognition/
• iCapital is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.