Senior Director, Service Delivery

Benefits:

U.S.-based employees have access to medical, dental, and vision insurance, a 401(k) plan and company contribution, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. U.S.-based employees also receive, per calendar year, up to 6 scheduled paid holidays. Additionally, eligible hourly/non-exempt and exempt employees accrue up to 112 hours of PTO based on years of service and may annually take up to 8 hours of paid volunteer time. Additional paid sick leave is also provided if required by state or local law.

Summary of 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.

Essential Functions:

• 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

Competencies:

1. Ensures Accountability
2. Tech Savvy
3. Communicates Effectively
4. Values Differences
5. Customer Focus
6. Resourcefulness
7. Drives Results
8. Plans and Prioritizes
9. Decision Quality
10. Self-Development

Work Environment:

This position is based in a professional office setting and regularly utilizes workplace technology, including computers, smartphones, multifunction printers, cloud-based filing systems, and collaboration tools.

Physical Demands:

This role requires physical capabilities that support the successful execution of key responsibilities. The employee regularly engages in verbal and written communication with colleagues and clients to address project-related inquiries and must be able to convey accurate information clearly and efficiently. The position involves remaining seated at a workstation for approximately 75% of the time, with occasional movement throughout the office to access equipment, supplies, and shared resources. Daily tasks include consistent use of computers and standard office technology such as keyboards, printers, and multifunction devices. The role also involves transporting equipment boxes weighing up to 25 pounds within the building and to other offsite locations as needed for project support.

Required Education and Experience:

• Bachelor's degree in Business, Information Technology, Engineering, or related field
• 10+ years of experience

Qualifications:

• Master's degree preferred
• 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
• PMP or equivalent certification preferred
• Experience with Agile or hybrid delivery models

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.