Director, Service Delivery

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Oversee the successful execution of MiraCloud implementation programs

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

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

• Create, enhance, and consistently refine 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 align with contractual obligations and business goals

• Represent MiraCloud during executive-level customer discussions, implementation reviews, and delivery escalations

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

• Carry out additional duties as reasonably required in line with the role's objectives

⛳️ 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-level customer implementation, transformation, or managed services programs

• Background in building, scaling, or enhancing delivery organizations, governance models, PMO practices, and operational processes

• Experience within CX, Contact Center, CCaaS, SaaS, Professional Services, or Managed Services settings

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

• 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