Director, Customer Value Delivery

Shape the future of insurance transformation at some of the industry's most important organisations. As Director, Customer Value Delivery, you will lead complex, enterprise-wide customer programmes that sit at the heart of digital and AI-driven change. Partnering with C-suite stakeholders and Sapiens leadership, you'll drive delivery excellence, accelerate customer value, and ensure every Programme delivers measurable business outcomes. This is a unique opportunity for a seasoned delivery leader to combine deep insurance expertise, commercial acumen, and AI-native ways of working to influence both customer success and long-term growth.

More about the role and its purpose …

You will own the execution and delivery integrity of Sapiens customer programs. This role sits within the Delivery Success team and is the primary accountable leader for program governance, milestone management, and value delivery inside a customer engagement.

The DCVD is a senior delivery leader who brings deep insurance industry fluency, commercial discipline, and the judgement to manage complex, multi-workstream programs with clarity and speed. The role is accountable for ensuring that every milestone is delivered to an agreed exit criteria, that every risk is visible before it becomes a crisis, and that the delivery model operates at the pace that shortens time-to-value for the customer.

The DCVD operates an AI-native delivery model in which the execution layer is progressively automated, enabling the role to focus on discernment, governance, and the customer relationship. The role works in close partnership with the Customer Success team, together stewarding the Customer Value Journey – the end-to-end path from implementation through to long-term success and value realization. Commercial outcomes – NRR, ARR, account margin, and customer reference ability – are shared responsibilities.

Key Responsibilities

Program Delivery & Commercial Outcomes

• 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 realises measurable business outcomes from the Sapiens engagement. Defines the time-to-value baseline at programme initiation, tracks progress against it at every milestone and uses delivery decisions to actively shorten it. Where Sapiens commits to a standard implementation timeline, the DCVD is accountable for meeting it and where the team beats it, translates that into a commercial conversation with the customer.
• AI-led SaaS implementation velocity: Moves programs toward faster implementation cycles consistent with Sapiens’ AI-led SaaS delivery model. Understands the configuration-over-customisation discipline and applies it to keep programs on the standard implementation trajectory that maximises customer time-to-value.
• Commercial Outcomes – In partnership with Customer Success, owns NRR contribution of the customer portfolio. Knows the expansion levers, drives them, 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 handles the execution layer: status tracking, risk summarisation, documentation, meeting outputs, and reporting cadences. Directs AI tools, evaluates their output, and uses them to accelerate program pace and free team capacity for judgement-intensive work.

Milestone Management & Exit Criteria

• Milestone ownership: Defines, manages, and tracks program milestones with precision. Each milestone has a clear definition of done, an agreed exit criteria, and formal customer acceptance before the program advances. This is the primary mechanism for preventing red projects.
• Exit criteria discipline: Works with the customer to agree exit criteria at the start of each phase – not at the end. Any customer request that falls outside accepted exit criteria is a natural change order, not a negotiation. The DCVD holds this boundary with clarity and without conflict.
• Milestone-based billing alignment: Ensures that delivery milestones align with commercial billing triggers. Milestone acceptance by the customer is both a delivery gate and a commercial event. The DCVD manages both dimensions in coordination with the Customer Success team.
• Risk and dependency management: Maintains a live program risk register. Identifies, assesses, and mitigates risks before they become issues. Manages interdependencies across workstreams, vendors, and internal Sapiens teams. Surfaces conflicts and trade-offs early and drives resolution with pace.

Insurance Industry Fluency & Customer Understanding

• Insurance domain depth: Develops and maintains a deep understanding of the customer’s business: their P&L drivers, their operating model, their competitive pressures, and their regulatory environment. Speaks insurance fluently – the economics, the operations, and the dynamics that move the industry.
• Insurance Ontology and AutonomousInsurer thesis: Carries the Sapiens intellectual point of view into every customer engagement. Understands and can articulate the Insurance Ontology argument – why a shared data model across the insurance value chain creates structural advantage – and the AutonomousInsurer thesis – what the AI-native insurance operating model looks like, and why Sapiens is positioned to enable it. Uses these frameworks to elevate the delivery conversation beyond the scope of the current project.

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: Acts ahead of the problem, not in response to it. Reads signals early – customer frustration, delivery drift, scope ambiguity – and raises the difficult conversation before it becomes a crisis. Foresees escalations and prevents them through structured, proactive management.
• Customer success partnership: Works in close coordination with the Customer Success Manager on the account. The DCVD owns delivery execution; the CS team owns the commercial relationship and expansion trajectory. Together, the DCVD and CS team own the Customer Value Journey – the handoff between these functions is deliberate, documented, and clean. Customer health is a shared metric.
• 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 candour 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 DCVD is the delivery standard-setter on the account – the team performs to the level the DCVD models and demands.

Desired Skills and Experience

• 15–18 years of experience leading complex enterprise software programs, with at least 5 years in senior delivery leadership. Proven track record managing multi-workstream programs in insurance or financial technology environments.
• Deep insurance domain knowledge: Life & Pension, Property & Casualty, or equivalent specialty lines. Familiarity with Policy Administration Systems and the insurance technology landscape strongly preferred.
• Demonstrated expertise in milestone-based delivery governance: exit criteria design, scope control, change order management, and delivery framework design at enterprise scale.
• Experience leading global cross-functional teams including SI partners, offshore delivery resources, and customer-side teams in a matrixed environment.
• AI transformation experience: practical comfort directing AI tools across program management functions, evaluating AI-generated outputs, and operating an AI-native delivery model.
• Program financial management: budget ownership, forecasting, cost-to-serve awareness, and milestone-based billing alignment.
• Excellent communication and stakeholder management skills. Comfortable running steering committees, presenting to senior customer leadership, and managing difficult conversations with clarity.
• Preferred: experience with Scaled Agile (SAFe), hybrid delivery models, and SaaS implementation programs. PMP, PgMP, or PRINCE2 certification advantageous.
• Relevant technical or business post-graduate qualifications are a plus.

lisa.smith@sapiens.com is your contact for any questions. We kindly ask that you apply via our website or LinkedIn.