Position Summary

We are seeking a highly experienced Director of Service Delivery to lead our client service delivery organization and ensure operational excellence across all engagements. This pivotal role is responsible for optimizing the end-to-end delivery of services, upholding customer satisfaction, and aligning delivery outcomes with broader business objectives.

The Director will be both a strategic thinker and a hands-on leader, capable of driving service quality, scalability, and profitability in a dynamic environment. The ideal candidate will thrive on accountability, demonstrate a strong bias for action, and bring a consultative yet decisive leadership style to distributed teams.

This is a remote position (United States, Canada, or Mexico) with occasional travel to client sites for key meetings and relationship building.

Key Responsibilities

Service Delivery Leadership

• Provide direction, governance, and oversight for all service delivery functions, ensuring engagements consistently meet or exceed contractual and quality commitments.
• Own the full customer lifecycle from onboarding to delivery execution and ongoing success.
• Champion service delivery excellence by creating repeatable, scalable processes.

Client Relationship Management

• Serve as the senior executive point of contact for strategic clients, ensuring trusted advisor status.
• Monitor client satisfaction, proactively address concerns, and ensure retention and growth.
• Partner with account management and sales teams to identify expansion opportunities.

Operational Excellence & Governance

• Define and implement standardized operating frameworks, policies, and best practices.
• Ensure compliance with Service Level Agreements (SLAs), Operating Level Agreements (OLAs), and internal governance standards.
• Drive automation and tooling initiatives to improve efficiency.

Performance & Financial Management

• Establish, monitor, and report on key performance indicators (KPIs), including delivery efficiency, client satisfaction (CSAT/NPS), and financial metrics (margin, utilization, revenue).
• Oversee resource planning, demand forecasting, and cost management to ensure sustainable operations.

Team Development & Leadership

• Lead, coach, and mentor service delivery managers, project leads, and functional teams.
• Foster a high-performance culture grounded in accountability, transparency, and collaboration.
• Promote diversity, equity, and inclusion within the organization.

Risk, Issue & Escalation Management

• Proactively identify delivery risks, implement mitigation strategies, and lead executive escalations with professionalism and urgency.
• Maintain business continuity and disaster recovery readiness for service delivery functions.

Continuous Improvement & Innovation

• Champion a culture of innovation and process optimization.
• Introduce emerging methodologies, frameworks (e.g., ITIL, Agile/Scaled Agile), and automation technologies to improve delivery quality and speed.
• Benchmark performance against industry best practices and competitors.

Qualifications & Experience

• Bachelor’s degree in Business, Information Technology, or related field; Master’s degree preferred.
• 10+ years of progressive experience in service delivery, operations, or consulting, with 5+ years in a senior leadership role.
• Proven success managing enterprise-level service delivery in IT services, ERP, SaaS, or technology-enabled environments.
• Deep knowledge of IT Service Management (ITSM) frameworks (ITIL certification strongly preferred).
• Experience with ERP/enterprise software implementation and managed services highly desirable.
• Demonstrated expertise in SLA/OLA management, client success strategies, and operational governance.
• Strong financial acumen with experience managing P&L, budgets, and forecasts.
• Excellent leadership, communication, and stakeholder management skills, including experience presenting at the executive/C-suite level.

Critical Skills & Attributes

• Bias for Action – Strong drive to take initiative and move projects forward decisively.
• Strategic Agility – Ability to see the big picture while managing day-to-day delivery.
• Accountability – Full ownership of commitments, performance, and outcomes.
• Influence & Collaboration – Skilled at building relationships across internal and external stakeholders.
• Change Leadership – Comfortable leading through transformation, ambiguity, and organizational growth.

Work Schedule

• Full-time, 40 hours per week.
• Standard working hours: 8:00 AM – 5:00 PM (with flexibility for U.S. Central and Pacific time zones).
• Occasional after-hours availability required for escalations or international collaboration.

Location

• Remote (United States, Canada, or Mexico).
• Minimal onsite travel required for client kick-offs, executive reviews, or key milestones.