Director, Service Delivery Management

The Director, Service Delivery Management will lead the Service Delivery team to ensure seamless, high-quality service experiences for our clients. This role will oversee the end-to-end service delivery lifecycle, including customer onboarding, account management, issue resolution, and performance optimization. The Director will work closely with cross-functional teams to drive improvements in service delivery, ensuring that SLAs, client satisfaction, and business objectives are consistently met. 

Key Responsibilities: 

• Develop and execute the service delivery strategy to ensure high-quality, consistent, and scalable service for clients. 

• Lead, mentor, and manage a team of Service Delivery Managers, fostering a culture of client-centricity, accountability, and continuous improvement. 

• Align service delivery objectives with business goals, working with senior leadership to prioritize resources, set targets, and allocate budgets. 

• Build strong relationships with key clients, acting as a strategic advisor to understand their needs and ensure a positive service experience. 

• Proactively manage client expectations, regularly reviewing and communicating service performance, and addressing any escalations. 

• Oversee the service delivery framework for client onboarding, training, and long-term engagement to ensure a seamless experience. 

• Implement and optimize service delivery processes, tools, and workflows, aiming to increase efficiency and standardization across teams. 

• Collaborate with Product, Engineering, and Customer Success teams to refine and improve product/service offerings based on customer feedback and industry trends. 

• Develop and track performance metrics (KPIs) to ensure adherence to SLAs, identify gaps, and drive continuous improvement initiatives. 

• Identify and mitigate potential risks within the service delivery framework, ensuring compliance with all applicable regulations, standards, and internal policies. 

• Prepare and maintain disaster recovery and business continuity plans for uninterrupted service delivery. 

Qualifications: 

• Bachelor’s degree in Business, Information Technology, or related field; a Master’s degree is preferred. 

• 10+ years of experience in Service Delivery, Customer Success, or Operations within the tech industry, with at least 5 years in a leadership role. 

• Proven experience managing large-scale service delivery operations with complex, multi-tiered services or products. 

• Strong knowledge of service delivery processes, frameworks, and best practices (e.g., ITIL, Six Sigma). 

• Excellent client relationship management skills with the ability to influence and drive client satisfaction. 

• Proficiency with CRM and service delivery tools (e.g., ServiceNow, Salesforce). 

• Exceptional communication, problem-solving, and leadership skills. 

Preferred Skills: 

• Experience in SaaS, cloud computing, or other tech-specific service models. 

• Certifications in ITIL, PMP, or similar project/service management methodologies. 

• Data-driven approach to managing and improving service delivery performance. 

Salary Range:

• The anticipated base salary range for this position is between $145,000 and $160,000. Base salary ranges may vary by geographic location and relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.

Here are some of our local benefits:

• Three week's paid time off on top of 12 paid holidays, floating holidays, and holiday allowance increase based on tenure
• Gym membership subsidy
• Medical and dental insurance
• Pet insurance
• Employee Assistance Program
• College Savings Plan
• Travel assistance
• 401(k) with up to 4% employer match