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 outcomes are fulfilled.

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

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

• Guide, mentor, and develop Project Managers while promoting accountability, operational excellence, and a culture of continuous improvement.

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

• Represent MiraCloud in high-level customer discussions, implementation reviews, and escalations related to delivery.

• Develop and expand MiraCloud’s project management capabilities.

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

• Undertake additional responsibilities as reasonably required in line with the role's purpose.

⛳️ Requirements

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

• Experience leading Project Managers, Delivery Managers, PMO teams, or implementation organizations.

• Demonstrated success in managing enterprise-scale customer implementations, transformations, or managed services programs.

• Experience in building, 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.

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

• Must possess existing 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

• Professional development opportunities

• Certification programs

• Mentorship and talent investment programs

• Internal mobility opportunities

• Internship opportunities

• Collaboration on impactful projects for top global clients

• Inclusive and supportive work environment

• Open communication

• Regular team-building company social events

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