Director, Service Delivery

Role overview The Director, Service Delivery is a senior leadership role within a Project Management Office supporting an Information Technology services organization. The position is responsible for overseeing end-to-end service delivery, ensuring that programs and projects meet quality, timeline, and client expectations across the portfolio. Based out of Indianapolis, the role partners with cross-functional leadership to drive operational excellence within the PMO.

Responsibilities - Lead and govern service delivery across the Project Management Office, ensuring consistent execution against scope, schedule, and quality targets. - Manage, mentor, and develop delivery managers, project managers, and cross-functional teams to strengthen organizational capability. - Establish and monitor service-level standards, KPIs, and delivery metrics to drive continuous improvement. - Partner with internal stakeholders and clients to align priorities, resolve escalations, and maintain satisfaction. - Oversee portfolio planning, resource allocation, and risk management across active engagements. - Contribute to PMO maturity, including process standardization, governance, and tooling improvements.

Requirements - Significant progressive experience in IT service delivery, project management, or PMO leadership within a technology or IT services environment. - Demonstrated success leading complex delivery portfolios and managing senior stakeholders. - Strong governance, risk management, and operational reporting capabilities. - Track record of building, coaching, and scaling high-performing delivery teams. - Excellent communication, escalation management, and cross-functional collaboration skills.

Nice to have - Experience working in globally distributed delivery models across multiple regions. - Familiarity with ITIL, Agile/SAFe, or similar service delivery frameworks.