Service Delivery Director

AgentSync•Denver, CO

About The Position

Are you ready to lead a dynamic, cross-functional team and drive exceptional customer outcomes? As a Service Delivery Director, you’ll play a pivotal role in shaping the future of our delivery organization, ensuring quality execution, and inspiring a high-performing team. This position offers incredible growth opportunities as our company scales, allowing you to build innovative processes, develop talent, and directly impact customer success. You’ll work at the intersection of strategy and execution, balancing portfolio governance, team leadership, and pre-sales partnership, all while solving complex challenges in a fast-paced environment. In this role, you’ll own a portfolio of software implementations across a vast range of insurance customers. You’ll be part of a matrix organization leading a cross-functional team of skilled professionals, including Project Managers, Solution Consultants, and Engineers. You’ll oversee project delivery for an entire customer portfolio, drive alignment between internal teams and customers, and serve as the go-to escalation point for challenges. By facilitating meaningful solutions and ensuring customer satisfaction, you’ll be a key architect of scalable delivery practices. If you’re excited by the chance to own initiatives, build high-impact processes, and thrive in a culture that values excellence, collaboration, and customer obsession, this is the perfect opportunity for you. Join us and make a lasting impact!

Requirements

10+ years experience in project/program management, ensuring software delivery excellence: on time, on budget, in scope, navigating complex organizational dynamics.
Demonstrated excellence in both internal and external (customer-facing) verbal and written communication.
System integration partner and contract staffing management experience
Extensive knowledge of SaaS delivery product delivery and operations, with the ability to translate technical solutions into business outcomes.
Demonstrated ability to lead and manage cross-functional teams, fostering growth, accountability, and collaboration.
Consulting background with a focus on driving value for clients and aligning solutions with their objectives.
Exceptional facilitation skills to guide teams and customers through complex, sometimes challenging, discussions and decision-making processes.
Outstanding presentation and communication skills, with the ability to engage audiences at all organizational levels.
Structured and well-organized work cadence with comfort tackling complexity and ambiguity
A strong track record of problem solving and a “roll up your sleeves” mentality

Responsibilities

Own, manage, and deliver all assigned customer engagements from initial scoping during the sales prospecting phase, through any subsequent onboarding phases, with a handoff to Customer Success and Support.
Lead Professional Services delivery teams: Project Managers, Technical Solution Engineers, Solutions Consultants and other applicable roles.
Responsible for all engagement staffing assignments, allocations, time tracking, Project Management adherence to best practices, delivery strategy, customer facing management and escalations.
Responsible for management of all time, scope, and budget expectations for each engagement
Partner with Sales to support pre-sales activities, including creating implementation plans, presenting implementation approaches, scoping, pricing and drafting SOWs.
Lead, and own, key process areas through design and implementation of scalable frameworks, tools, best practices. Drive initiatives that advance operational maturity across the delivery organization.
Lead a cross-functional team by setting clear expectations, building community, and inspiring excellence.
Drive team culture and performance through coaching, career development, and balancing skills to meet business needs.
Ensure governance and quality by adhering to best practices and managing portfolio risks.
Serve as the senior escalation point for complex project challenges, ensuring clear communication, strategic alignment and timely resolution to maintain customer satisfaction.
Collaborate with cross-functional partners to identify at-risk customers and address implementation needs.