Director of Service Delivery – International

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead and guide the Professional Services team while actively engaging in customer delivery.

• Participate in intricate implementations, migrations, upgrades, and strategic customer initiatives.

• Act as the executive escalation contact for critical customer interactions.

• Maintain comprehensive visibility across customer projects, proactively addressing risks, obstacles, resources, timelines, and customer satisfaction.

• Collaborate with Support, Customer Success, Sales, Product Management, and R&D to ensure successful delivery results.

• Develop trusted relationships with enterprise customers and offer strategic advice throughout the delivery process.

• Mentor engineers on technical and customer-related challenges while promoting execution excellence.

• Create and continuously enhance scalable delivery processes, governance frameworks, methodologies, and implementation standards.

• Monitor and improve key delivery metrics, including project success, utilization, CSAT, quality, and time-to-value.

• Utilize and advocate for AI-driven capabilities to improve project management, customer communication, documentation, reporting, knowledge sharing, and operational efficiency.

• Design dashboards and reporting systems that deliver actionable insights into project status, customer health, delivery performance, and operational metrics.

• Cultivate a culture of ownership, accountability, collaboration, continuous improvement, and customer focus.

⛳️ Requirements

• Over 8 years of experience in Professional Services or Service Delivery within an enterprise software or SaaS organization.

• More than 3 years of experience leading technical Service Delivery or Professional Services teams.

• Proven experience managing teams in a customer-facing technical environment.

• Strong technical expertise in enterprise infrastructure, hybrid cloud, storage, backup, file services, networking, virtualization, cybersecurity, or related enterprise technologies.

• Demonstrated experience in leading complex implementations for enterprise customers.

• Familiarity with large enterprise customers and understanding of enterprise delivery methodologies.

• Experience working in dynamic, high-growth technology companies where adaptability, ownership, and execution are critical.

• Comfortable balancing strategic leadership with daily operational involvement.

• Strong project management, organizational, and prioritization abilities.

• Exceptional communication skills for customer-facing interactions and executive presentations.

• Proven capability to manage customer escalations and achieve successful outcomes.

• Experience in developing and enhancing operational processes.

• Hands-on experience with AI tools such as ChatGPT, Microsoft Copilot, Claude, Gemini, or similar technologies.

• Experience leading teams distributed across different geographical locations.

• Willingness to travel internationally as necessary.

🏝️ Benefits

• International travel as required.