Service Delivery Director

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

📋 Description

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

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

• Facilitate and support 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.

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

• Oversee day-to-day management of customer contracts, including obligations, deliverables, commitments, renewals, milestones, service levels, and key contractual dates.

• Coordinate contract modifications, scope adjustments, approvals, and related documentation with internal stakeholders and customer counterparts.

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

• Collaborate with Legal, Finance, Customer Success, and operational teams to ensure contractual and commercial coherence.

• Maintain precise documentation of customer commitments, approvals, obligations, and operational dependencies.

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

• Facilitate prompt escalation and cross-functional decision-making when customer delivery, timelines, scope, cost, or customer satisfaction are at risk.

• Ensure that operational and contractual risks are identified early and managed proactively.

• Coordinate mitigation strategies and ensure accountability for follow-through among internal and external stakeholders.

• Work alongside Customer Success, Professional Services, Support, Product, Finance, Legal, and executive teams to ensure alignment on customer responsibilities and delivery expectations.

• Manage operational transitions, clarify ownership, establish communication channels, and set governance structures across teams.

• Assist in maintaining consistency between the agreed operating model and actual execution.

• Ensure customer-facing teams are aware of commitments, service expectations, escalation paths, and contractual responsibilities.

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

• Track and manage key action items, dependencies, milestones, and follow-ups across various stakeholder groups.

• Support operational consistency and governance discipline across strategic customer engagements.

• Prepare executive-level summaries, governance materials, and customer communications as required.

⛳️ 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 alignment with customer commitments.

• Strong commercial acumen, 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 with the capability to juggle multiple priorities and stakeholders simultaneously.

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

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

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to support work-life balance.

• Collaborative and dynamic work environment.