Director, Service Delivery

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

📋 Description

• Oversee the successful execution of MiraCloud implementation programs.

• Ensure that customer expectations regarding scope, quality, timelines, and business outcomes are fulfilled.

• Manage customer success throughout implementations while cultivating trusted relationships with enterprise stakeholders.

• Establish, expand, and continuously enhance MiraCloud’s project management practices, delivery governance, and implementation standards.

• Lead, mentor, and develop Project Managers.

• Promote a culture of accountability, operational excellence, and ongoing improvement.

• Ensure that delivery performance, resource utilization, and profitability are in alignment with contractual obligations and business goals.

• Represent MiraCloud in discussions at the executive level, including customer discussions, implementation reviews, and delivery escalations.

• Collaborate closely with Customer Success teams and executive stakeholders to facilitate sustainable growth and delivery excellence.

• Carry out other responsibilities as reasonably required in accordance with the role's purpose.

⛳️ Requirements

• 15+ years of experience in IT Delivery, Professional Services, Customer Success, Program Management, Implementations, or similar leadership roles.

• Proven experience in leading Project Managers, Delivery Managers, PMO teams, or implementation organizations.

• Demonstrated success in managing enterprise-scale customer implementation, transformation, or managed services programs.

• Experience in building, scaling, or enhancing delivery organizations, governance frameworks, PMO practices, and operational processes.

• Background in CX, Contact Center, CCaaS, SaaS, Professional Services, or Managed Services settings.

• Strong skills in executive-level stakeholder management, customer relationship management, and effective communication.

• Current authorization to work in the United States.

• Visa sponsorship is not available for this position.

🏝️ Benefits

• Health insurance.

• Relocation program.

• Remote work flexibility / Work From Anywhere Culture.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• Collaboration on significant projects for top global clients.

• An inclusive and supportive working environment.

• Open communication.

• Regular team-building social events.

• Sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.