Senior Director, Service Delivery
About The Position
The Senior Director of Service Delivery is responsible for leading and overseeing end-to-end service delivery operations across multiple enterprise customer accounts and programs. This role ensures delivery excellence, client satisfaction, operational efficiency, and alignment to contractual service levels. The Senior Director provides leadership to regional delivery teams, project managers, and technical staff, driving execution of complex service engagements, continuous improvement initiatives, and consistent quality outcomes. Working closely with executive leadership, the Senior Director contributes to service strategy, resource planning, and operational maturity—balancing customer requirements, profitability, and scalability.
Requirements
- Bachelor’s degree in Business, Information Technology, Engineering, or related field
- 10+ years of experience
- 10+ years of progressive experience in service delivery, program management, or professional services within a technology or enterprise services organization
- 5+ years in a senior management or director-level role leading cross-functional teams
- Demonstrated experience managing multi-million-dollar service portfolios and enterprise-level clients
- Strong background in ITIL or related service management frameworks
- Proven success implementing scalable delivery processes across regions or business units
- Excellent communication, negotiation, and stakeholder management skills
- Experience with Agile or hybrid delivery models
Nice To Haves
- Master’s degree preferred
- PMP or equivalent certification preferred
Responsibilities
- Oversee daily operations of service delivery teams, ensuring projects and programs are delivered on time, within scope, and to defined quality standards, including hiring, termination, and all aspects of performance management
- Serve as the senior point of contact for key enterprise customers; build strong, trusted relationships through proactive communication, performance transparency, and issue resolution
- Establish and enforce governance structures, cadence, and KPIs to monitor performance, escalations, and continuous service improvement initiatives
- Manage and mentor delivery managers and project leaders; foster a high-performing culture focused on accountability, collaboration, and professional growth
- Partner with Finance and VP-level leadership to monitor project profitability, utilization, and forecasting accuracy; implement corrective actions where needed
- Lead efforts to streamline service delivery frameworks, tools, and methodologies to improve efficiency and standardization across engagements
- Work with internal stakeholders, including Sales, Operations, Engineering, and PMO, to ensure seamless handoff from project initiation through steady-state operations
- Identify risks and issues early, develop mitigation plans, and lead executive-level communications when service impacts occur
- Support the leadership in developing and executing long-term delivery strategies, including automation initiatives, talent planning, and client expansion opportunities
Benefits
- medical, dental, and vision insurance
- a 401(k) plan and company contribution
- short-term and long-term disability coverage
- basic life insurance
- wellbeing benefits
- up to 6 scheduled paid holidays
- up to 112 hours of PTO based on years of service
- up to 8 hours of paid volunteer time
- Additional paid sick leave is also provided if required by state or local law.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
