Director of Service Delivery - Remote

Overview

We are seeking a highly experienced Director of Service Delivery to lead our client service delivery organization and ensure operational excellence across all engagements. This pivotal role is responsible for optimizing the end-to-end delivery of services, upholding customer satisfaction, and aligning delivery outcomes with broader business objectives.

In Short

• Lead service delivery functions ensuring quality commitments are met.
• Own the customer lifecycle from onboarding to success.
• Create scalable processes for service delivery excellence.
• Act as the main contact for strategic clients.
• Monitor client satisfaction and ensure retention.
• Implement standardized operating frameworks and best practices.
• Drive automation initiatives for improved efficiency.
• Establish KPIs for performance and financial management.
• Lead and mentor service delivery teams.
• Proactively manage risks and ensure business continuity.

Requirements

• Bachelor’s degree in Business or IT; Master’s preferred.
• 10+ years in service delivery, with 5+ years in leadership.
• Experience in managing enterprise-level service delivery.
• Knowledge of ITSM frameworks (ITIL preferred).
• Expertise in SLA/OLA management and operational governance.
• Strong financial acumen and experience with budgets.
• Excellent leadership and communication skills.

Benefits

• Remote work flexibility.
• Opportunities for professional growth.
• Dynamic and collaborative work environment.
• Exposure to a variety of client engagements.
• Support for diversity, equity, and inclusion initiatives.