Director, Service Delivery

Position

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.

The Director will be both a strategic thinker and a hands-on leader, capable of driving service quality, scalability, and profitability in a dynamic environment. The ideal candidate will thrive on accountability, demonstrate a strong bias for action, and bring a consultative yet decisive leadership style to distributed teams. This is a remote position (United States, Canada, or Mexico) with occasional travel to client sites for key meetings and relationship building.

Key Responsibilities

• Service Delivery Leadership

Provide direction, governance, and oversight for all service delivery functions, ensuring engagements consistently meet or exceed contractual and quality commitments.

Serve as the senior executive point of contact for strategic clients, ensuring trusted advisor status.

Define and implement standardized operating frameworks, policies, and best practices.

Establish, monitor, and report on key performance indicators (KPIs), including delivery efficiency, client satisfaction (CSAT / NPS), and financial metrics (margin, utilization, revenue).

Lead, coach, and mentor service delivery managers, project leads, and functional teams.

Proactively identify delivery risks, implement mitigation strategies, and lead executive escalations with professionalism and urgency.

Champion a culture of innovation and process optimization.

Qualifications & Experience

Critical Skills & Attributes

Work Schedule

Location

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