Service Delivery Director

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

📋 Description

• Act as the main business contact and relationship manager for designated strategic customer engagements.

• Develop and nurture robust working relationships with customer stakeholders, including executive sponsors, operational leaders, and cross-functional partners.

• Assist in organizing and facilitating customer governance forums, such as executive business reviews, operational governance meetings, escalation calls, and Steering Committee sessions.

• Ensure alignment between customer expectations, contractual obligations, and internal operational teams.

• Foster proactive communication regarding service delivery status, risks, decisions, timelines, and dependencies.

• Oversee the daily administration of customer contracts, encompassing obligations, deliverables, commitments, renewals, milestones, service levels, and key contractual dates.

• Monitor and manage commercial aspects including change requests, service impacts, scope clarifications, financial implications, and contract compliance.

• Identify, track, and coordinate the resolution of risks, issues, blockers, dependencies, and service delivery challenges.

• Enable timely escalation and cross-functional decision-making when customer delivery, timelines, scope, cost, or customer satisfaction are affected.

• Keep clear and organized documentation related to customer governance, decisions, approvals, risks, actions, changes, and contractual obligations.

⛳️ Requirements

• Bachelor's degree in Business, Technology, Operations, or a related field is preferred.

• Over 7 years of experience in Service Delivery, Customer Success, Strategic Account Management, Professional Services, Contract Management, or similar customer-facing operational roles.

• Strong comprehension of SaaS, enterprise software, managed services, or technology delivery environments.

• Experience in managing executive customer relationships and participating in governance, escalation, or Steering Committee meetings.

• Ability to interpret contractual obligations and coordinate operational execution in line with customer commitments.

• Strong commercial insight, including knowledge of scope management, change requests, approvals, financial impacts, and operational risk management.

• Exceptional written, verbal, and executive-level communication skills.

• Strong organizational and operational discipline, capable of managing multiple priorities and stakeholders simultaneously.

• Proven ability to influence cross-functional teams and drive accountability without direct management authority.

• Preferred experience in highly matrixed and fast-paced environments.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance plans.

• Opportunities for professional development and continuous learning.

• Flexible work arrangements and a supportive work culture.

• Generous paid time off and holiday policies.