Service Delivery Director
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Job Summary
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.
This role does not have direct people management responsibilities. Instead the Service Delivery Director works cross-functionally with Customer Success Professional Services Support Product Finance Legal Revenue Operations and executive stakeholders to ensure customer obligations risks dependencies decisions change requests and commercial matters are proactively managed and clearly communicated.
The ideal candidate is a highly organized commercially aware service delivery professional with strong executive presence exceptional communication skills and the ability to influence cross-functional teams without direct authority.
ESSENTIAL RESPONSIBILITIES & DUTIES:
Customer Relationship & Governance Management
- Serve as the primary business contact and relationship lead for assigned strategic customer engagements.
- Establish and maintain strong working relationships with customer stakeholders including executive sponsors operational leaders and cross-functional partners.
- Support and facilitate customer governance forums including executive business reviews operational governance meetings escalation calls and Steering Committee sessions.
- Ensure alignment between customer expectations contractual commitments and internal operating teams.
- Drive proactive communication regarding service delivery status risks decisions timelines and dependencies.
Contract & Commercial Management
- Manage day-to-day administration of customer contracts including obligations deliverables commitments renewals milestones service levels and key contractual dates.
- Coordinate contract modifications scope adjustments approvals and related documentation with internal stakeholders and customer counterparts.
- Monitor and manage commercial matters including change requests service impacts scope clarification financial implications and contract compliance.
- Partner with Legal Finance Customer Success and operational teams to ensure contractual and commercial alignment.
- Maintain accurate documentation of customer commitments approvals obligations and operational dependencies.
Risk Issue & Escalation Management
- Identify monitor and coordinate resolution of risks issues blockers dependencies and service delivery concerns.
- Facilitate timely escalation and cross-functional decision-making when customer delivery timelines scope cost or customer satisfaction are impacted.
- Ensure operational and contractual risks are surfaced early and managed proactively.
- Coordinate mitigation plans and ensure accountability for follow-through across internal and external stakeholders.
Cross-Functional Operational Coordination
- Partner with Customer Success Professional Services Support Product Finance Legal and executive teams to ensure alignment on customer responsibilities and delivery expectations.
- Coordinate operational handoffs ownership clarity communication paths and governance structures across teams.
- Help maintain alignment between the agreed operating model and actual execution.
- Ensure customer-facing teams understand commitments service expectations escalation paths and contractual responsibilities.
Documentation & Operational Discipline
- Maintain clear and organized documentation related to customer governance decisions approvals risks actions changes and contractual commitments.
- Track and manage key action items dependencies milestones and follow-ups across multiple stakeholder groups.
- Support operational consistency and governance discipline across strategic customer engagements.
- Prepare executive-level summaries governance materials and customer communications as needed.
QUALIFICATIONS & EXPERIENCE:
- Bachelors 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.
KEY COMPETENCIES:
- Executive presence and stakeholder management
- Contract and commercial management
- Operational coordination and governance
- Risk identification and escalation management
- Cross-functional collaboration and influence
- Organizational discipline and follow-through
- Strategic communication and relationship management
- Problem-solving and decision facilitation
SUCCESS MEASURES:
- Customer and internal stakeholders maintain clear alignment on responsibilities expectations governance structure and operating model.
- Contractual obligations key milestones deliverables and required actions are proactively tracked and managed.
- Change requests commercial discussions and approvals are coordinated efficiently and effectively.
- Risks issues and dependencies are identified early and resolved with appropriate urgency.
- Governance meetings are organized productive and focused on outcomes and decision-making.
- Service delivery execution remains aligned with scope timeline financial expectations and customer commitments.
- Cross-functional teams operate with strong communication accountability and operational clarity.
- Strategic customer relationships remain stable collaborative and solution-oriented.
Required Experience:
Director
About Company
At Lone Wolf Technologies, our goal is to provide the backbone for real estate brokerages across North America. The Complete Enterprise Solution is more than just a product. It’s a plan to drive your business, from infrastructure to user experience and ultimately a healthy, profita ... View more
