Service Delivery Director

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Position Summary The Service Delivery Director leads service delivery and customer engagement across a portfolio of managed services and project accounts. The portfolio may include cloud (AWS), enterprise applications (PeopleSoft), or a combination of both. This role is accountable for service quality, customer satisfaction, delivery performance, and engagement profitability. The director leads delivery teams, serves as a senior customer escalation point, and partners with Sales and practice leadership on account growth, RFP responses, proposals, and Statements of Work (SOWs). Key Responsibilities Service Delivery Leadership Oversee assigned accounts, ensuring services meet contractual commitments, agreed scope, service levels, and customer expectations. Leads delivery leveraging applicable cloud, infrastructure, application, database, project teams. Monitor service performance, resource utilization, budgets, and engagement profitability; implement corrective actions as needed. Oversee major incidents and critical delivery issues, ensuring timely escalation, clear customer communication, root cause analysis, and corrective actions. Govern service transitions, project milestones, and operational readiness. Drive continuous improvement through automation, knowledge management, standardized processes, and operational efficiencies