Director of Service Delivery

AI-Enabled Operations)
United State (Remote)
January 8, 2026
Full Time
Urgent

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Job Description

About the Role

As a Director of Service Delivery, you will own the end-to-end execution, performance, and continuous improvement of enterprise service delivery across a complex, global customer base. This role sits at the intersection of technology, operations, and client experience, with direct influence on how mission-critical platforms are delivered, supported, and scaled.

You will lead multi-disciplinary service teams responsible for delivering high-availability, SLA-driven services to large enterprise and strategic clients operating in regulated and high-expectation environments. This is a hands-on leadership role for someone who understands that service delivery is not a support function; it is a core business differentiator.

You will partner closely with Product, Engineering, Sales, Customer Success, Security, and Executive Leadership to ensure operational excellence, predictable outcomes, and long-term customer trust.

Essential Duties and Responsibilities

  • Own the end-to-end service delivery lifecycle, from onboarding and transition through steady-state operations and optimization

  • Lead, mentor, and scale regional and global service delivery managers, technical leads, and operations teams

  • Establish and enforce service delivery frameworks, governance models, escalation paths, and operational cadences

  • Drive SLA, SLO, and KPI performance, ensuring transparency, accountability, and continuous improvement

  • Act as executive sponsor for strategic enterprise clients, managing complex escalations and critical incidents

  • Partner with Engineering and Product to influence platform reliability, scalability, and supportability

  • Lead incident management, root-cause analysis, and preventive action programs

  • Own service transition processes for new products, features, and acquisitions

  • Build data-driven dashboards and reporting for executive and board-level visibility

  • Ensure compliance with security, regulatory, and contractual requirements

Job Qualifications and Requirements

  • 10+ years of experience in service delivery, IT operations, or customer operations within enterprise technology environments

  • 5+ years leading large, distributed teams across multiple regions

  • Proven experience delivering enterprise SaaS, cloud platforms, or digital infrastructure services

  • Deep understanding of ITIL, incident/problem/change management, and service governance

  • Strong financial acumen, including budgeting, forecasting, and cost optimization

  • Experience managing services for Fortune 500 or similarly complex organizations

  • Bachelor’s degree required; advanced degree preferred

Personal Capabilities and Qualifications

  • Executive-level communication skills with the ability to influence without authority

  • Calm, decisive leadership under pressure and during high-severity incidents

  • Strong operational mindset with a bias for automation, scale, and efficiency

  • Ability to translate technical complexity into clear business outcomes

  • Highly organized, detail-oriented, and data-driven

  • Customer-first mindset balanced with commercial and operational realities

Strategic Support

  • Serve as a strategic advisor to senior leadership on service maturity, risk, and operational readiness

  • Support go-to-market initiatives by ensuring service models scale with growth

  • Influence long-term platform and infrastructure investments through operational insight

  • Partner with Sales and Customer Success to support renewals, expansions, and retention

  • Contribute to M&A integration efforts from a service delivery and operations perspective

Working Conditions

  • Hybrid or remote-flexible environment, depending on location

  • Occasional travel for executive meetings, client engagements, and team leadership

  • Participation in executive-level on-call or escalation rotations as required

  • Fast-paced, high-impact role within a global enterprise organization

Compensation & Benefits

Total Compensation Range: $264,000 – $368,000 (base salary + performance incentives)

Additional Benefits Include:

  • Annual performance bonus and long-term incentive opportunities

  • Comprehensive medical, dental, and vision coverage

  • Retirement savings plan with company contribution

  • Generous paid time off and executive-level leave policies

  • Professional development, leadership coaching, and education reimbursement

  • Wellness programs and flexible work arrangements

Why Join Us

  • Lead service delivery at enterprise scale for mission-critical platforms

  • Influence how technology is delivered to some of the world’s most demanding organizations

  • Operate with executive visibility and real decision-making authority

  • Join a company that treats service excellence as a competitive advantage, not a cost center

  • Build and shape a global service organization during a period of growth and transformation