Job Description

About the Organisation

We operate across large-scale technology environments, providing service delivery, operational support, and customer-facing solutions that serve multiple business units. Our teams lead incident resolution, service improvement, operational excellence, platform readiness, and end-to-end delivery for enterprise clients and internal stakeholders.

Service Delivery plays a critical role in maintaining customer satisfaction, operational stability, and service continuity. We prioritise structured workflows, strong communication, reliable execution, and deep partnership across engineering, operations, and product organisations.

As the Director of Service Delivery, you will oversee service performance across multiple lines of business, lead large operational teams, and strengthen frameworks that support reliability, responsiveness, and customer excellence. This role requires seasoned leadership, structured decision-making, and the ability to drive service transformation initiatives.

Essential Duties and Responsibilities

• Lead all service delivery operations across technical support, incident response, service performance, and customer experience.

• Develop and maintain service delivery frameworks, including SLAs, operational metrics, escalation standards, and performance dashboards.

• Oversee incident, problem, and change management processes, ensuring strong cross-team coordination.

• Guide customer-facing teams in issue resolution, communication clarity, and service relationship management.

• Collaborate with Engineering, Product, Infrastructure, and Operations teams to ensure service alignment and readiness.

• Lead continuous improvement initiatives focused on reducing downtime, improving response times, and elevating service stability.

• Manage operational reviews, service forecasting, capacity planning, and resource allocation.

• Establish quality assurance practices, governance structures, and delivery standards across teams.

• Support customer onboarding, new service rollouts, and integration programmes.

• Mentor, coach, and develop Service Delivery Managers and operational teams to build a strong leadership bench.

Job Qualifications and Requirements

• 10+ years of experience in Service Delivery, Service Operations, Managed Services, or Technical Support leadership.

• Experience overseeing multi-team service organisations in technology or enterprise environments.

• Strong understanding of ITIL practices, operational governance, and service delivery methodologies.

• Familiarity with cloud environments, digital platforms, incident management systems, and monitoring tools.

• Bachelor’s degree required; advanced qualifications (ITIL Expert, PMP, or technical certifications) preferred.

• Proven experience engaging with senior stakeholders, customers, and cross-functional leaders.

Personal Capabilities and Qualifications

• Strong leadership presence with the ability to influence through clarity, structure, and communication.

• Strategic thinker with exceptional problem-solving and analytical skills.

• Highly organised with strong execution discipline across multiple parallel workstreams.

• Customer-centric mindset with a commitment to service excellence.

• Calm under pressure and capable of leading teams through time-sensitive incidents.

• Skilled in developing high-performing teams through coaching, feedback, and structured development pathways.

Strategic Support

• Provide executive insights into service trends, operational risks, and performance indicators.

• Partner with leadership on long-range service planning, capability expansion, and operational maturity.

• Support transformation initiatives related to automation, system upgrades, and process modernisation.

• Contribute to organisational strategy by aligning service delivery practices with long-term business goals.

• Participate in portfolio and planning meetings, shaping priorities based on service capacity and readiness.

Working Conditions

• Remote role within the United States with periodic travel for leadership meetings, operational reviews, or customer sessions.

• Collaboration across distributed technical, operational, and product teams.

• Fast-paced environment requiring consistent communication and strong decision-making.

Job Function

• Ensure delivery of high-quality services across multiple technical and customer-facing teams.

• Build and strengthen frameworks that support operational excellence, reliability, and service transparency.

• Drive continuous improvement through metrics, governance, and structured execution.

Compensation & Benefits

• Base Salary: $280,000 – $360,000

• Annual performance bonus

• Eligibility for long-term incentive programmes

• Executive benefits package including:

  • Health & wellness programme

  • Retirement savings plan participation

  • Paid executive leave

  • Leadership development resources

  • Remote-work technology support

  • Employee well-being support

Why Join Us

• Lead a mission-critical organisation responsible for delivering enterprise-level services.

• High visibility and influence across technology, operations, and customer experience.

• Opportunity to build modern service delivery practices across a rapidly evolving landscape.

• Remote-first working environment with strong executive collaboration.

• Clear growth pathways into VP of Service Delivery, VP of Operations, or broader enterprise leadership roles.