Director – Service Delivery

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

📋 Description

• Oversee the successful execution of MiraCloud implementation initiatives.

• 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.

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

• Lead, mentor, and nurture Project Managers.

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

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

• Represent MiraCloud in high-level customer discussions, implementation evaluations, and delivery escalations.

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

• Undertake additional responsibilities as may be reasonably required in accordance with the role's purpose.

⛳️ Requirements

• Over 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 implementations, transformations, 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 environments.

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

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

• Visa sponsorship is not available for this position.

🏝️ Benefits

• Health insurance.

• Relocation program.

• Flexibility for remote work / Work From Anywhere culture.

• Opportunities for professional development.

• Certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship opportunities.

• Collaboration on meaningful projects for top global clients.

• An inclusive and supportive work environment.

• Open communication.

• Regular team-building social events.