[Hiring] Service Delivery Director @ERPA

Role Description

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.
• Customer Engagement and Account Governance
  • Build trusted relationships with customer executives, IT leaders, and business stakeholders.
  • Lead governance meetings, service reviews, and Quarterly Business Reviews, presenting performance, risks, improvement initiatives, and recommendations.
  • Align delivery priorities and service improvement plans with customer business objectives and technology roadmaps.
  • Measure customer satisfaction through NPS, feedback, and service reviews; own resulting improvement actions.
  • Partner with Account Executives on renewals, extensions, and opportunities to expand services.
  • Manage customer expectations and resolve issues involving scope, priorities, resources, and delivery commitments.
  • Maintain clear accountability for customer commitments and escalation resolution.
• RFP Responses, Proposals, and SOWs
  • Lead the delivery and solution components of RFP/RFI responses, coordinating contributions from technical, operational, security, and commercial stakeholders.
  • Translate customer requirements into delivery approaches, staffing models, transition plans, governance structures, and measurable outcomes.
  • Develop and review SOWs, including scope, deliverables, responsibilities, assumptions, dependencies, exclusions, timelines, service levels, and acceptance criteria.
  • Partner with Sales, solution architects, Finance, and practice leadership to develop effort estimates, pricing inputs, and sustainable engagement models.
  • Assess proposed commitments for feasibility, resource availability, delivery risk, and contractual alignment.
  • Participate in customer presentations, solution discussions, and scope negotiations.
  • Ensure complete handoffs from sales to delivery, including commitments, estimates, risks, and customer expectations.
  • Oversee change requests and SOW amendments as engagement requirements evolve.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience.
• 12+ years of experience in IT services, including 5+ years leading service delivery and customer engagements.
• Demonstrated experience managing multiple accounts, multidisciplinary teams, and onshore/offshore delivery models.
• Experience leading managed services or project delivery in cloud infrastructure, enterprise applications, or related technology services.
• Proven ability to manage service levels, budgets, resource plans, delivery risks, and engagement profitability.
• Hands-on experience developing RFP responses, proposals, estimates, and SOWs.
• Strong executive communication, customer relationship management, negotiation, and escalation management skills.
• Working knowledge of IT service management practices and structured service governance.

Measures of Success

• Customer satisfaction and NPS improvement.
• Achievement of contractual service levels and delivery commitments.
• Account retention, renewals, and service expansion.
• Engagement profitability and effective resource utilization.
• Quality and timeliness of RFP responses, proposals, and SOWs.