Director – Service Delivery

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

📋 Description

• Oversee the successful delivery 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, scale, and continually enhance 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 align with contractual commitments and business goals.

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

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

• Perform additional duties 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.

• Experience 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 models, PMO practices, and operational processes.

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

• 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.

• 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.

• Engage in impactful projects for top global clients.

• Work in an inclusive and supportive environment.

• Benefit from open communication.

• Participate in regular team-building social events.