Industry: Enterprise Cloud, AI & Mission-Critical Digital Services
Location: United States (Hybrid / Executive Remote)
Level: Manager (Global Service Operations Leadership)
About the Role
We are seeking a Director of Service Delivery to lead enterprise-scale service operations across a portfolio of mission-critical cloud and digital services supporting global enterprise customers. This role is designed for a senior leader who operates beyond operational execution, someone who builds resilient delivery models, elevates customer experience, and partners with executive leadership to ensure service excellence at scale.
The Director of Service Delivery will own end-to-end accountability for service performance, operational maturity, customer satisfaction, and continuous improvement across complex, multi-region environments. This position plays a pivotal role in aligning service delivery outcomes with business growth, customer retention, and long-term platform reliability.
Essential Duties and Responsibilities
- Own and lead enterprise service delivery strategy, ensuring consistent, high-quality outcomes across global customers and platforms
- Oversee multi-tier service delivery teams responsible for onboarding, operations, incident management, and ongoing customer success
- Establish and govern service delivery frameworks, including SLAs, OLAs, KPIs, and escalation models
- Partner with Engineering, Product, Security, and Infrastructure teams to ensure service reliability, scalability, and performance
- Drive operational excellence through process optimization, automation, and service maturity initiatives
- Act as the executive escalation point for high-impact service issues, ensuring rapid resolution and transparent communication
- Lead service reviews with strategic customers, reinforcing trust, value delivery, and long-term partnerships
- Develop and manage service delivery budgets, capacity planning, and resource allocation
Job Qualifications and Requirements
- Bachelor’s degree in Information Systems, Engineering, Business, or related field (MBA or advanced degree preferred)
- 12+ years of progressive experience in service delivery, IT operations, or customer-facing technology services
- Demonstrated leadership experience within enterprise cloud, SaaS, managed services, or AI-driven platforms
- Proven ability to lead large, distributed teams across regions and time zones
- Strong understanding of ITIL, service management frameworks, and operational governance models
- Experience supporting large enterprises or regulated customers in high-availability environments
- Track record of driving service improvement in complex, fast-growing organizations
Personal Capabilities and Qualifications
- Enterprise-level leader with a strong operational and customer-centric mindset
- Calm, decisive, and confident under pressure and during high-severity incidents
- Exceptional communicator capable of engaging executives, customers, and technical teams
- Strategic thinker with the ability to balance short-term execution and long-term improvement
- Strong accountability mindset with a focus on outcomes and service excellence
- Collaborative partner who builds trust across functions and leadership layers
Strategic Support
In this role, you will provide strategic support by:
- Aligning service delivery strategy with corporate growth, retention, and platform objectives
- Advising executive leadership on service risks, capacity needs, and investment priorities
- Supporting enterprise customer expansions, renewals, and long-term success initiatives
- Elevating service delivery as a competitive advantage and differentiator in the market
Working Conditions
- Hybrid or executive-level remote work environment
- High-visibility role with regular interaction with senior leadership and key customers
- Fast-paced, operationally intensive environment supporting 24/7 services
- Occasional travel for customer engagements, leadership meetings, and planning cycles
Job Function
- Service Delivery & Operations
- Customer Experience & Reliability
- Enterprise Technology Services
Compensation & Benefits
Total Compensation Range: $283,000 – $330,000 USD annually
Compensation package includes:
- Competitive base salary aligned with executive market benchmarks
- Annual performance-based bonus
- Long-term equity or incentive awards
- Comprehensive health, dental, and vision coverage
- Executive-level retirement and financial wellness programs
- Generous paid time off and flexible work arrangements
- Leadership development, executive coaching, and continuous learning support
Why Join Us
- Lead service delivery for mission-critical, global platforms used by enterprise customers worldwide
- Play a visible role in shaping customer trust, platform reliability, and long-term business success
- Partner directly with executive leadership on strategic operational decisions
- Work within a technologically advanced environment focused on scale, resilience, and innovation
- Build a long-term leadership career with strong compensation, visibility, and organizational impact
