Director, Service Delivery

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

📋 Description

• Oversee the successful execution of MiraCloud implementation programs.

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

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

• Develop, enhance, and consistently refine 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.

• Ensure that delivery performance, resource utilization, and profitability meet 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 foster 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.

• Proven experience in leading Project Managers, Delivery Managers, PMO teams, or implementation units.

• Demonstrated success in managing large-scale customer implementations, transformation projects, or managed services programs.

• Experience in building, scaling, or enhancing delivery organizations, governance frameworks, PMO practices, and operational workflows.

• Background in CX, Contact Center, CCaaS, SaaS, Professional Services, or Managed Services sectors.

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

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

• Visa sponsorship for this position is not available.

🏝️ Benefits

• Comprehensive compensation and benefits package.

• Health insurance coverage.

• Relocation assistance program.

• Flexibility for remote work.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Opportunities for internal mobility.

• Internship opportunities available.

• Collaborate on meaningful projects for leading global clients.

• Work in an inclusive and supportive environment.

• Participate in regular team-building social events.