Director, Service Delivery

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

📋 Description

• Oversee the successful execution of MiraCloud implementation initiatives.

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

• Take ownership of customer success during implementations and establish trusted relationships with enterprise stakeholders.

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

• Lead, mentor, and nurture the growth of Project Managers.

• Promote accountability, operational excellence, and ongoing 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 escalation of delivery issues.

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

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

⛳️ Requirements

• 15+ years of experience in IT Delivery, Professional Services, Customer Success, Program Management, Implementations, or related 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 models, PMO practices, and operational processes.

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

• Strong skills in executive-level stakeholder management, customer relationship management, and 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, including health insurance.

• Relocation program.

• Remote work flexibility.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility opportunities.

• Internship opportunities.

• Collaboration on impactful projects for leading global clients.

• An inclusive and supportive work environment.

• Regular team-building social events organized by the company.