Director, Service Delivery

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

📋 Description

• Oversee the successful execution of MiraCloud implementation initiatives.

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

• Lead, mentor, and nurture Project Managers.

• Promote accountability, operational excellence, and continuous improvement.

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

• Represent MiraCloud in discussions with executives, implementation reviews, and delivery escalations.

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

• Execute additional duties as reasonably required in accordance with the role's objectives.

⛳️ Requirements

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

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

• Proven track record in managing enterprise-scale customer implementations, transformations, or managed services programs.

• Experience in building, scaling, or refining 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 effective 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.

• Flexibility for remote work / Work From Anywhere culture.

• Opportunities for professional development.

• Access to certification programs.

• Mentorship and talent investment initiatives.

• Internal mobility and internship opportunities.

• Collaboration on significant projects for leading global clients.

• An inclusive and supportive workplace environment.

• Open lines of communication.

• Regular team-building social events within the company.