Director – Service Delivery

We're looking for a highly experienced Director of Service Delivery to lead a client's service delivery teams and ensure operational excellence. This pivotal role involves optimizing the end-to-end delivery of services, upholding customer satisfaction, and aligning with key business objectives. The ideal candidate will be a strategic leader with a bias for action who can adapt to fast-paced environments and take ownership of critical outcomes.

Position Summary

The Director of Service Delivery will be responsible for leading and managing all service delivery efforts, with a focus on optimizing operations and ensuring exceptional customer satisfaction. This is a virtual, remote position. You'll lead distributed teams, manage client relationships, and drive high performance across all service delivery functions. A stable, high-speed internet connection is required for daily responsibilities, including virtual meetings and accessing enterprise systems.

Key Responsibilities

• Service Delivery Leadership - Provide direction and oversight for all service delivery engagements to ensure they meet quality and contractual obligations.

• Client Relationship Management - Serve as the highest executive point of contact for key clients, fostering trust and ensuring client satisfaction and retention.

• Operational Excellence - Define and implement standardized processes and frameworks to enhance efficiency and scalability.

• Performance & Quality Management - Establish and monitor key performance indicators (KPIs) to measure service effectiveness, client satisfaction, and profitability.

• Team Development & Mentorship - Lead, coach, and develop service delivery managers and their teams, cultivating a culture of collaboration and accountability.

• Stakeholder Alignment - Partner with sales, operations, and leadership to align service delivery with strategic business objectives.

• Risk & Issue Management - Proactively identify and address risks and escalations to protect client relationships and ensure successful service outcomes.

• Reporting & Forecasting - Provide timely updates on service performance, client satisfaction, and financial impact to senior leadership.

• Continuous Improvement - Drive innovation and process optimization to strengthen organizational capabilities and client value.
  

Qualifications & Experience

• A bachelor's degree in a related field is required, with a master's degree preferred.

• Minimum of 10 years of experience in service delivery or operations management, including at least 5 years in a leadership capacity.

• Proven track record in managing enterprise-level service delivery, technology, or consulting engagements.

• Strong understanding of IT service management (ITSM), ERP, SaaS, or technology-driven service models.

• Expertise in SLA/OLA management, operational governance, and client success strategies.

• Exceptional leadership, communication, and stakeholder management skills.
  

Critical Skills

• Bias for Action: You have a strong drive to take initiative, make decisions, and move projects forward without unnecessary delay.

• Adaptability & Agility: You thrive in fast-paced, evolving business environments and can quickly adjust to new challenges and priorities.

• Accountability: You take full ownership of your responsibilities and outcomes, ensuring commitments are met and issues are resolved effectively.

• Effective Communication: You can clearly and concisely articulate complex information to diverse audiences, from internal teams to executive clients.

Work Schedule

This is a full-time, 40-hour-per-week position with standard working hours from 8:00 AM to 5:00 PM, Monday through Friday. Flexibility is necessary to collaborate with stakeholders in the U.S. Central and U.S. Pacific Time zones.

Location

This is a remote position within the United States, Canada, or Mexico. Minimal onsite travel may be required for customer relationships and kick-off meetings.