Service Delivery Director

Role overview Lead service delivery and customer engagement across a portfolio of managed service and project accounts, which may involve cloud infrastructure, enterprise applications, or both. The director is accountable for service quality, delivery results, customer satisfaction, and engagement profitability while leading multidisciplinary teams. The role also partners with sales and practice leaders on account growth, proposals, and delivery commitments.

Responsibilities - Oversee account delivery against contracts, agreed scope, service levels, budgets, resource plans, and customer expectations; address performance gaps with corrective action. - Lead response to major incidents and critical delivery concerns, including escalation, customer communication, root cause analysis, and follow-up actions. - Govern transitions, milestones, operational readiness, and ongoing improvement through automation, knowledge sharing, and consistent processes. - Build executive and operational customer relationships; lead service reviews and quarterly business reviews covering performance, risks, and recommendations. - Align service plans with customer objectives, manage expectations and escalations, and partner on renewals and opportunities to expand services. - Lead delivery contributions to RFPs, proposals, and Statements of Work; develop delivery models, estimates, scope, assumptions, timelines, service levels, and acceptance criteria with relevant partners. - Review proposed commitments for feasibility, staffing, risk, and contractual alignment, and ensure a clear handoff from sales to delivery.

Requirements - Bachelor’s degree in IT, computer science, business administration, or a related field, or equivalent experience. - At least 12 years in IT services, including five or more years leading service delivery and customer engagements. - Experience overseeing multiple accounts, multidisciplinary teams, and onshore/offshore delivery arrangements. - Background leading managed services or project delivery involving cloud infrastructure, enterprise applications, or related technology services. - Demonstrated ability to manage service levels, budgets, resource plans, delivery risks, and account profitability. - Practical experience developing RFP responses, proposals, estimates, and Statements of Work. - Strong executive communication, customer relationship, negotiation, and escalation management skills, with working knowledge of IT service management and service governance.

Measures of success

Success is assessed through customer satisfaction and NPS, achievement of service commitments, account retention and growth, engagement profitability and resource use, and the quality and timeliness of proposals and Statements of Work.