Service Delivery Director

Role Overview

• Own, manage, and deliver all assigned customer engagements from initial scoping during the sales prospecting phase, through any subsequent onboarding phases, with a handoff to Customer Success and Support.
• Lead Professional Services delivery teams: Project Managers, Technical Solution Engineers, Solutions Consultants and other applicable roles.
• Responsible for all engagement staffing assignments, allocations, time tracking, Project Management adherence to best practices, delivery strategy, customer facing management and escalations.
• Responsible for management of all time, scope, and budget expectations for each engagement
• Partner with Sales to support pre-sales activities, including creating implementation plans, presenting implementation approaches, scoping, pricing and drafting SOWs.
• Lead, and own, key process areas through design and implementation of scalable frameworks, tools, best practices.
• Drive initiatives that advance operational maturity across the delivery organization.
• Lead a cross-functional team by setting clear expectations, building community, and inspiring excellence.
• Drive team culture and performance through coaching, career development, and balancing skills to meet business needs.
• Ensure governance and quality by adhering to best practices and managing portfolio risks.
• Serve as the senior escalation point for complex project challenges, ensuring clear communication, strategic alignment and timely resolution to maintain customer satisfaction.
• Collaborate with cross-functional partners to identify at-risk customers and address implementation needs.

Requirements

• 10+ years experience in project/program management, ensuring software delivery excellence: on time, on budget, in scope, navigating complex organizational dynamics.
• Demonstrated excellence in both internal and external (customer-facing) verbal and written communication.
• System integration partner and contract staffing management experience
• Extensive knowledge of SaaS delivery product delivery and operations, with the ability to translate technical solutions into business outcomes.
• Demonstrated ability to lead and manage cross-functional teams, fostering growth, accountability, and collaboration.
• Consulting background with a focus on driving value for clients and aligning solutions with their objectives.
• Exceptional facilitation skills to guide teams and customers through complex, sometimes challenging, discussions and decision-making processes.
• Outstanding presentation and communication skills, with the ability to engage audiences at all organizational levels.
• Structured and well-organized work cadence with comfort tackling complexity and ambiguity
• A strong track record of problem solving and a “roll up your sleeves” mentality.

Benefits

• Medical
• Cigna plans with 100% employer paid premiums on 2 plan options
• Dental
• 100% paid premium plan for you and your dependants
• Vision
• 100% paid premium plan for you and your dependants
• Employee Assistance Plan
• 401(k) retirement savings plan
• HSA employer contributions
• Flexible PTO
• 12 paid holidays per year
• 12 weeks parental leave w/generous return to work stipend