Director of Service Delivery

DMI

112d

About The Position

The Director of Service Delivery will lead the Service Delivery organization across DMI’s Managed Mobility Services and TEM SaaS platform, Myserve. This leader will be accountable for customer retention, adoption, and expansion, ensuring that enterprise clients realize maximum business value from our services and technology. The Director will build strong executive relationships with customers, act as the voice of the customer internally, and partner closely with Product, Engineering, Service Delivery, and Sales to drive outcomes. This role requires a mix of strategic leadership, operational discipline, and customer advocacy, with a proven background in enterprise account management in telecom, SaaS, or managed services.

Requirements

• Bachelor’s degree required, MBA or equivalent experience preferred.
• 10+ years of experience in Customer Success, Account Management, or Client Services, with at least 5 years in a leadership role.
• Proven success in managing enterprise accounts within Telecom, SaaS, or Managed Services.
• Strong leadership skills with experience building and scaling high-performing teams.
• Deep understanding of Managed Mobility Services and Telecom Expense Management.
• Executive presence and ability to engage with C-level stakeholders.
• Data-driven mindset with strong analytical and problem-solving skills.
• Excellent communication, negotiation, and relationship-building skills.

Responsibilities

• Define and execute the vision, strategy, and operating model for Managed Mobility and TEM.
• Lead, mentor, and scale a high-performing team of Service Delivery Managers.
• Establish KPIs and metrics that measure adoption, retention, expansion, and customer health.
• Drive proactive engagement across the customer journey through onboarding, adoption, renewal, and growth.
• Develop and maintain executive-level relationships with key enterprise accounts.
• Ensure customer feedback is captured, prioritized, and communicated effectively to influence product roadmap and service delivery.
• Partner with customers to define success criteria and deliver measurable ROI through DMI’s services and TEM platform.
• Act as an escalation point for customer issues, ensuring quick resolution and clear communication.
• Support strategic account planning in collaboration with Sales and Delivery leaders to drive growth opportunities.
• Work closely with Product and Engineering teams to align customer needs with platform enhancements.
• Partner with Service Desk, Depot, and Expense Management teams to ensure seamless end-to-end service delivery.
• Collaborate with Marketing and Sales to develop customer advocacy programs, case studies, and references.
• Implement scalable processes, tools, and operating plan to standardize DMI’s best practices for delivery.
• Utilize analytics and reporting to forecast churn risk, track adoption, and identify upsell/cross-sell opportunities.
• Champion a customer-first culture across the organization.

Benefits

• Virtual health visits
• Commuter perks
• Pet insurance
• Entertainment discounts
• Annual performance reviews
• Tuition assistance
• Internal career growth opportunities
• Generous 401(k) matches
• Life and disability insurance
• Financial wellness tools
• Annual awards
• Service anniversaries
• Referral bonuses
• Peer-to-peer shoutouts
• Healthcare coverage
• Wellness programs
• Flu shots
• Biometric screenings

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree