Director of Service Delivery – Project Management

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

📋 Description

• Oversee the complete order-to-activation process for all service lines

• Ensure that customer commitments, installation timelines, and quality standards are fulfilled

• Define, track, and report on KPIs such as cycle time, on-time delivery, resource utilization, delivery throughput, and onboarding customer satisfaction (CSAT)

• Implement corrective actions by utilizing data and capacity forecasts to enhance efficiency and expand delivery capabilities

• Lead managers, supervisors, and team leads involved in Delivery Network Engineering, Delivery Systems Engineering, Project Management, and Order Administration

• Manage organizational effectiveness, talent development strategies, workforce planning, succession planning, and leadership training

• Guide technical delivery and delivery systems teams towards standardized, automated provisioning and operational excellence

• Focus on automation, tooling, and process enhancements

• Oversee customer experience throughout the delivery process and address departmental escalations

• Manage departmental budgeting, forecasting, capacity planning, and resource distribution

• Collaborate with Sales, Solution Architecture, and Product teams regarding delivery assumptions, Statements of Work, commitments, staffing plans, and timelines

• Represent delivery in cross-functional planning and work together with engineering and operations teams on transitions

⛳️ Requirements

• Bachelor's degree in a related field, or an equivalent combination of education and experience

• 6+ years of experience in technical service delivery, professional services, technical operations, or similar customer-facing technology environments

• 3+ years of progressive leadership experience, including direct management of managers and supervisors in customer-facing technical organizations

• Experience in leading customer delivery organizations that support cloud, network, data center, or managed services solutions

• Familiarity with departmental budgeting, resource planning, capacity forecasting, and performance management

• Valid driver's license and insurance

• Availability for consultation, assistance, and/or after-hours support

• Willingness to travel as needed

• Eligibility to work in the United States

• Visa sponsorship is not available

🏝️ Benefits

• Competitive salary based on experience and qualifications

• Flexible remote work options

• Comprehensive benefits package

• Generous paid time off

• 10 paid holidays

• Extensive medical, dental, and vision insurance

• 401(k) retirement plan with employer contributions

• Group Term Life insurance fully covered by the employer

• Paid time for volunteering

• Eligibility for annual performance-based bonuses