Director, Service Delivery

Miratech

6d•Remote

About The Position

Miratech is seeking a Delivery Director, MiraCloud Implementations to lead and ensure the successful implementation of MiraCloud solutions. This role is crucial for ensuring client satisfaction, operational excellence, timely delivery, and profitability. The Director will lead customer implementation programs, develop and scale MiraCloud’s project management practice, oversee Project Managers, establish delivery governance and implementation standards, and ensure successful customer outcomes across multiple engagements. The position combines delivery leadership, operational excellence, customer relationship management, and people leadership, requiring close partnership with Customer Success teams and executive stakeholders to support sustainable growth and delivery excellence.

Requirements

15+ years of experience in IT Delivery, Professional Services, Customer Success, Program Management, Implementations, or related leadership functions.
Experience leading Project Managers, Delivery Managers, PMO teams, or implementation organizations.
Proven success managing enterprise-scale customer implementation, transformation, or managed services programs.
Experience building, scaling, or improving delivery organizations, governance models, PMO practices, and operational processes.
Experience in CX, Contact Center, CCaaS, SaaS, Professional Services, or Managed Services environments.
Strong executive-level stakeholder management, customer relationship management, and communication skills.
Existing authorization to work in the United States; visa sponsorship is not available for this role.

Responsibilities

Lead successful delivery of MiraCloud implementation programs, ensuring customer expectations for scope, quality, timelines, and business outcomes are met.
Own customer success throughout implementations and build trusted relationships with enterprise stakeholders.
Establish, scale, and continuously improve MiraCloud’s project management practice, delivery governance, and implementation standards.
Lead, coach, and develop Project Managers while fostering a culture of accountability, operational excellence, and continuous improvement.
Ensure delivery performance, resource utilization, and profitability align with contractual commitments and business objectives.
Represent MiraCloud in executive-level customer discussions, implementation reviews, and delivery escalations.
Perform other duties as may reasonably be required in alignment with the purpose of the role.