Director, Service Delivery

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

📋 Description

• Oversee the successful execution of MiraCloud implementation programs, ensuring that customer expectations regarding scope, quality, timelines, and business results are achieved.

• Take ownership of customer success throughout the implementation process, establishing trusted relationships with enterprise stakeholders.

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

• Guide, mentor, and nurture Project Managers while promoting accountability, operational excellence, and ongoing improvement.

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

• Represent MiraCloud in discussions with executives, implementation reviews, and delivery escalations.

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

• Perform additional duties as reasonably required in alignment with the role's purpose.

⛳️ Requirements

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

• Proven experience 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 developing, scaling, or enhancing delivery organizations, governance models, PMO practices, and operational processes.

• Familiarity with CX, Contact Center, CCaaS, SaaS, Professional Services, or Managed Services environments.

• Excellent skills in managing executive-level stakeholders, customer relationships, and effective communication.

• Must have existing authorization to work in the United States.

• Visa sponsorship is not available for this position.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance.

• Relocation program.

• Flexibility for remote work / Work From Anywhere Culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment programs.

• Internal mobility opportunities.

• Internship opportunities.

• Collaborate on impactful projects for top global clients.

• Inclusive and supportive work environment.

• Regular team-building and social events for the company.