The Service Delivery Director is a senior individual contributor responsible for serving as the primary business relationship and contract management lead for assigned strategic customer engagements. This role acts as the central point of accountability for maintaining alignment between the customer and the company, ensuring contractual commitments are understood and managed, and coordinating the operational, commercial, and governance activities required to support successful service delivery.
Requirements
- Bachelor's degree in Business, Technology, Operations, or related field preferred.
- 7+ years of experience in Service Delivery, Customer Success, Strategic Account Management, Professional Services, Contract Management, or related customer-facing operational roles.
- Strong understanding of SaaS, enterprise software, managed services, or technology delivery environments.
- Experience managing executive customer relationships and participating in governance, escalation, or Steering Committee meetings.
- Ability to interpret contractual obligations and coordinate operational execution against customer commitments.
- Strong commercial acumen, including understanding of scope management, change requests, approvals, financial impacts, and operational risk management.
- Excellent written, verbal, and executive-level communication skills.
- Strong organizational and operational discipline with the ability to manage multiple priorities and stakeholders simultaneously.
- Demonstrated ability to influence cross-functional teams and drive accountability without direct management authority.
- Experience working in highly matrixed and fast-paced environments preferred.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) plan
- Paid time off
- Retirement plan
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