Position SummaryThe Service Delivery Director leads service delivery and customer engagement across a portfolio of managed services and project accounts. The portfolio may include cloud (AWS), enterprise applications (PeopleSoft), or a combination of both. This 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).
Key Responsibilities Service Delivery Leadership
- Oversee assigned accounts, ensuring services meet contractual commitments, agreed scope, service levels, and customer expectations.
- Leads delivery leveraging applicable cloud, infrastructure, application, database, project teams.
- Monitor service performance, resource utilization, budgets, and engagement profitability; 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.
Customer Engagement and Account Governance
- 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; 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.
RFP Responses, Proposals, and SOWs
- Lead the 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, including 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.
Required Qualifications
- 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.
Measures of Success
- Customer satisfaction and NPS improvement.
- Achievement of contractual service levels and delivery commitments.
- Account retention, renewals, and service expansion.
- Engagement profitability and effective resource utilization.
- Quality and timeliness of RFP responses, proposals, and SOWs.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job.
