Director of Service Delivery & Project Management | Remote or Grand Rapids, MI
About The Position
US Signal is seeking a Director of Service Delivery & Project Management to lead the organization's customer delivery function. This role owns the full order-to-activation lifecycle, driving operational performance, resource strategy, and customer experience to ensure successful activation and customer satisfaction. The Director will lead Delivery Engineering, Project Management, and Order Administration as a unified organization focused on delivery performance, resource utilization, onboarding satisfaction, and scalable process automation. This role involves partnering with Sales, Product, Engineering, and Operations leaders to align delivery capabilities with business objectives and ensure an efficient, predictable, and well-supported customer activation process. Success is measured by transforming customer orders into activated services with speed and quality, building a scalable and accountable organization, and using operational data to improve throughput, capacity, and customer outcomes.
Requirements
- Bachelor's degree in a related field, or equivalent combination of education and experience
- 6+ years of experience in technical service delivery, professional services, technical operations, or related customer-facing technology environments
- 3+ years of progressive leadership experience, including direct leadership of managers and supervisors within customer-facing technical organizations
- Experience leading customer delivery organizations supporting cloud, network, data center, or managed services solutions
- Experience with departmental budgeting, resource planning, capacity forecasting, and performance management
- Valid driver's license and insurance
- Availability to consult, assist, and/or perform after-hours support, and ability to travel as needed
- Core competencies: Problem Solving, Strategic Thinking, Customer Focus, Service Orientation, Accountability, Leadership, Business Acumen
Responsibilities
- Own the full order-to-activation lifecycle across all service lines, ensuring customer commitments, installation timelines, and quality standards are met with a positive onboarding experience.
- Define, monitor, and report key performance indicators (cycle time, on-time delivery, resource utilization, delivery throughput, and onboarding CSAT) and drive corrective action on performance trends, using data and capacity forecasts to improve efficiency and scale delivery capabilities.
- Provide leadership and direction for managers, supervisors, and team leads across Delivery Network Engineering, Delivery Systems Engineering, Project Management, and Order Administration.
- Own organizational effectiveness, talent strategy, workforce planning, succession planning, and leadership development, building a scalable organization with clear accountability, decision rights, and performance expectations.
- Direct technical delivery and delivery systems teams toward standardized, automated provisioning and operational excellence.
- Prioritize automation, tooling, and process improvement based on delivery bottlenecks, resource constraints, and customer outcomes, scaling organizational capacity through technology and process.
- Own the customer experience throughout the delivery lifecycle, engaging directly on complex or at-risk engagements and resolving escalations at the departmental level.
- Own departmental budgeting, forecasting, capacity planning, and resource allocation, balancing efficiency, service quality, and financial performance while protecting project margins through disciplined planning and change management.
- Partner with Sales, Solution Architecture, and Product to validate delivery assumptions, contribute to Statements of Work, and establish realistic delivery commitments, staffing plans, and timelines.
- Represent the delivery organization in cross-functional planning, and collaborate with Network Engineering, Cloud Engineering, and the Technical Operations Center to ensure seamless handoffs across the build-deliver-support lifecycle.
Benefits
- Competitive salary based on experience and qualifications
- Real ownership of a multi-function delivery organization spanning engineering, project management, and order administration
- The opportunity to shape delivery strategy, automation, and process at a scaling data center and managed services company
- Remote flexibility
- Comprehensive benefits package including generous paid time off
- 10 paid holidays
- Comprehensive medical, dental and vision insurance
- 401(k) retirement plan with employer contribution
- Group Term Life insurance covered 100% by employer
- Paid volunteer time
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What This Job Offers
Job Type
Full-time
Career Level
Director
