Service Delivery Director
New
United StatesFull-TimeDirector
Salary145,000 - 165,000 USD per year
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Job Details
- Experience
- 7+ years
- Required Skills
- Stakeholder managementChange ManagementCustomer SuccessSaaS
Requirements
- 7+ years of experience in Service Delivery, Customer Success, Strategic Account Management, Professional Services, or similar enterprise-facing roles.
- Strong experience in SaaS, enterprise software, or managed services environments with complex delivery models.
- Proven ability to manage executive-level customer relationships and participate in governance or steering committee discussions.
- Strong understanding of contract management, commercial terms, scope control, and change management processes.
- Excellent communication skills with the ability to present clearly at executive level and simplify complex issues.
- Demonstrated ability to influence cross-functional teams without direct management authority.
- Strong organizational skills with the ability to manage multiple priorities in fast-paced, matrixed environments.
- High commercial awareness and strong problem-solving and decision-making capabilities.
Responsibilities
- Serve as the primary point of accountability for strategic customer relationships, ensuring strong executive-level engagement and governance.
- Manage contract execution, including obligations, milestones, service levels, renewals, and key commercial commitments.
- Coordinate customer governance forums such as executive reviews, operational meetings, and escalation sessions.
- Identify, track, and mitigate risks, issues, dependencies, and delivery blockers across customer engagements.
- Oversee change requests, scope adjustments, approvals, and associated financial or contractual implications.
- Partner cross-functionally with Customer Success, Professional Services, Product, Legal, Finance, and executive teams to ensure alignment.
- Maintain clear documentation of commitments, decisions, actions, and operational responsibilities across stakeholders.
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