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

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

• Ensure coherence between customer expectations, contractual obligations, and internal operating teams.

• Lead 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.

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

• Supervise and manage 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 congruence in contractual and commercial matters.

• Keep accurate records of customer commitments, approvals, obligations, and operational dependencies.

• Identify, monitor, and facilitate the resolution of risks, issues, blockers, dependencies, and service delivery concerns.

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

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

• Coordinate mitigation plans and guarantee accountability for follow-through among internal and external stakeholders.

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

• Manage operational handoffs, clarify ownership, establish communication paths, and create governance structures across teams.

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

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

• Maintain organized and clear documentation regarding customer governance, decisions, approvals, risks, actions, changes, and contractual commitments.

• Monitor 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 familiarity with 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 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 abilities and operational discipline with the capacity to manage multiple priorities and stakeholders simultaneously.

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

• Experience in highly matrixed and fast-paced environments is preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work opportunities.

• Professional development and continuous learning opportunities.

• Generous paid time off and holiday leave.