Director, Service Delivery

Mainshares

91d

About The Position

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. 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.

Requirements

• 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.

Nice To Haves

• Strong drive to take initiative, make decisions, and move projects forward without unnecessary delay.
• Ability to thrive in fast-paced, evolving business environments and quickly adjust to new challenges and priorities.
• Full ownership of responsibilities and outcomes, ensuring commitments are met and issues are resolved effectively.
• Ability to clearly and concisely articulate complex information to diverse audiences, from internal teams to executive clients.

Responsibilities

• Provide direction and oversight for all service delivery engagements to ensure they meet quality and contractual obligations.
• Serve as the highest executive point of contact for key clients, fostering trust and ensuring client satisfaction and retention.
• Define and implement standardized processes and frameworks to enhance efficiency and scalability.
• Establish and monitor key performance indicators (KPIs) to measure service effectiveness, client satisfaction, and profitability.
• Lead, coach, and develop service delivery managers and their teams, cultivating a culture of collaboration and accountability.
• Partner with sales, operations, and leadership to align service delivery with strategic business objectives.
• Proactively identify and address risks and escalations to protect client relationships and ensure successful service outcomes.
• Provide timely updates on service performance, client satisfaction, and financial impact to senior leadership.
• Drive innovation and process optimization to strengthen organizational capabilities and client value.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 1-10 employees