Service Delivery Director

ERPA•Dayton, OH

About The Position

The Service Delivery Director leads service delivery and customer engagement across a portfolio of managed services and project accounts, which may include cloud (AWS), enterprise applications (PeopleSoft), or both. The role is accountable for service quality, customer satisfaction, delivery performance, and engagement profitability. The director leads delivery teams, serves as a senior customer escalation point, and partners with Sales and practice leadership on account growth, RFP responses, proposals, and Statements of Work (SOWs). The director oversees account delivery, service governance, customer relationships, service performance, and continuous improvement. The role also leads delivery and solution contributions to RFP/RFI responses, develops and reviews SOWs, assesses proposed commitments, supports customer presentations and negotiations, and ensures complete handoffs from Sales to delivery.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience.
12+ years of experience in IT services, including 5+ years leading service delivery and customer engagements.
Demonstrated experience managing multiple accounts, multidisciplinary teams, and onshore/offshore delivery models.
Experience leading managed services or project delivery in cloud infrastructure, enterprise applications, or related technology services.
Proven ability to manage service levels, budgets, resource plans, delivery risks, and engagement profitability.
Hands-on experience developing RFP responses, proposals, estimates, and SOWs.
Strong executive communication, customer relationship management, negotiation, and escalation management skills.
Working knowledge of IT service management practices and structured service governance.
Must be legally authorized to work in the United States on a full-time basis; applicants requiring employment visa sponsorship now or in the future will not be considered.
Offers are contingent on successfully passing a pre-employment drug screen and background investigation, which may include reference checks, criminal background investigation, and, when applicable, licensing verification.

Responsibilities

Oversee assigned accounts to ensure services meet contractual commitments, agreed scope, service levels, and customer expectations.
Lead delivery using applicable cloud, infrastructure, application, database, and project teams.
Monitor service performance, resource utilization, budgets, and engagement profitability, and implement corrective actions as needed.
Oversee major incidents and critical delivery issues, ensuring timely escalation, clear customer communication, root cause analysis, and corrective actions.
Govern service transitions, project milestones, and operational readiness.
Drive continuous improvement through automation, knowledge management, standardized processes, and operational efficiencies.
Build trusted relationships with customer executives, IT leaders, and business stakeholders.
Lead governance meetings, service reviews, and Quarterly Business Reviews, presenting performance, risks, improvement initiatives, and recommendations.
Align delivery priorities and service improvement plans with customer business objectives and technology roadmaps.
Measure customer satisfaction through NPS, feedback, and service reviews, and own resulting improvement actions.
Partner with Account Executives on renewals, extensions, and opportunities to expand services.
Manage customer expectations and resolve issues involving scope, priorities, resources, and delivery commitments.
Maintain clear accountability for customer commitments and escalation resolution.
Lead delivery and solution components of RFP/RFI responses, coordinating contributions from technical, operational, security, and commercial stakeholders.
Translate customer requirements into delivery approaches, staffing models, transition plans, governance structures, and measurable outcomes.
Develop and review SOWs covering scope, deliverables, responsibilities, assumptions, dependencies, exclusions, timelines, service levels, and acceptance criteria.
Partner with Sales, solution architects, Finance, and practice leadership to develop effort estimates, pricing inputs, and sustainable engagement models.
Assess proposed commitments for feasibility, resource availability, delivery risk, and contractual alignment.
Participate in customer presentations, solution discussions, and scope negotiations.
Ensure complete handoffs from Sales to delivery, including commitments, estimates, risks, and customer expectations.
Oversee change requests and SOW amendments as engagement requirements evolve.