About the role
We're looking for a highly experienced Director of Service Delivery to lead a client's service delivery teams and ensure operational excellence. This pivotal role involves optimizing the end-to-end delivery of services, upholding customer satisfaction, and aligning with key business objectives. The ideal candidate will be a strategic leader with a bias for action who can adapt to fast-paced environments and take ownership of critical outcomes.
Position Summary
The Director of Service Delivery will be responsible for leading and managing all service delivery efforts, with a focus on optimizing operations and ensuring exceptional customer satisfaction. This is a virtual, remote position. You'll lead distributed teams, manage client relationships, and drive high performance across all service delivery functions. A stable, high-speed internet connection is required for daily responsibilities, including virtual meetings and accessing enterprise systems.
Key Responsibilities
- Service Delivery Leadership - Provide direction and oversight for all service delivery engagements to ensure they meet quality and contractual obligations.
- Client Relationship Management - Serve as the highest executive point of contact for key clients, fostering trust and ensuring client satisfaction and retention.
- Operational Excellence - Define and implement standardized processes and frameworks to enhance efficiency and scalability.
- Performance & Quality Management - Establish and monitor key performance indicators (KPIs) to measure service effectiveness, client satisfaction, and profitability.
- Team Development & Mentorship - Lead, coach, and develop service delivery managers and their teams, cultivating a culture of collaboration and accountability.
- Stakeholder Alignment - Partner with sales, operations, and leadership to align service delivery with strategic business objectives.
- Risk & Issue Management - Proactively identify and address risks and escalations to protect client relationships and ensure successful service outcomes.
- Reporting & Forecasting - Provide timely updates on service performance, client satisfaction, and financial impact to senior leadership.
- Continuous Improvement - Drive innovation and process optimization to strengthen organizational capabilities and client value.
Qualifications & Experience
- A bachelor's degree in a related field is required, with a master's degree preferred.
- Minimum of 10 years of experience in service delivery or operations management, including at least 5 years in a leadership capacity.
- Proven track record in managing enterprise-level service delivery, technology, or consulting engagements.
- Strong understanding of IT service management (ITSM), ERP, SaaS, or technology-driven service models.
- Expertise in SLA/OLA management, operational governance, and client success strategies.
- Exceptional leadership, communication, and stakeholder management skills.
Critical Skills
- Bias for Action: You have a strong drive to take initiative, make decisions, and move projects forward without unnecessary delay.
- Adaptability & Agility: You thrive in fast-paced, evolving business environments and can quickly adjust to new challenges and priorities.
- Accountability: You take full ownership of your responsibilities and outcomes, ensuring commitments are met and issues are resolved effectively.
- Effective Communication: You can clearly and concisely articulate complex information to diverse audiences, from internal teams to executive clients.
Work Schedule
This is a full-time, 40-hour-per-week position with standard working hours from 8:00 AM to 5:00 PM, Monday through Friday. Flexibility is necessary to collaborate with stakeholders in the U.S. Central and U.S. Pacific Time zones.
Location
This is a remote position within the United States, Canada, or Mexico. Minimal onsite travel may be required for customer relationships and kick-off meetings.
About Mainshares
Backing the next generation of American owner-operators.
Mainshares partners with ambitious, hard working operators to acquire and operate small businesses. We do so by providing the training, investors and tools they need to succeed.
For more information, visit mainshares.com.
About the role
We're looking for a highly experienced Director of Service Delivery to lead a client's service delivery teams and ensure operational excellence. This pivotal role involves optimizing the end-to-end delivery of services, upholding customer satisfaction, and aligning with key business objectives. The ideal candidate will be a strategic leader with a bias for action who can adapt to fast-paced environments and take ownership of critical outcomes.
Position Summary
The Director of Service Delivery will be responsible for leading and managing all service delivery efforts, with a focus on optimizing operations and ensuring exceptional customer satisfaction. This is a virtual, remote position. You'll lead distributed teams, manage client relationships, and drive high performance across all service delivery functions. A stable, high-speed internet connection is required for daily responsibilities, including virtual meetings and accessing enterprise systems.
Key Responsibilities
- Service Delivery Leadership - Provide direction and oversight for all service delivery engagements to ensure they meet quality and contractual obligations.
- Client Relationship Management - Serve as the highest executive point of contact for key clients, fostering trust and ensuring client satisfaction and retention.
- Operational Excellence - Define and implement standardized processes and frameworks to enhance efficiency and scalability.
- Performance & Quality Management - Establish and monitor key performance indicators (KPIs) to measure service effectiveness, client satisfaction, and profitability.
- Team Development & Mentorship - Lead, coach, and develop service delivery managers and their teams, cultivating a culture of collaboration and accountability.
- Stakeholder Alignment - Partner with sales, operations, and leadership to align service delivery with strategic business objectives.
- Risk & Issue Management - Proactively identify and address risks and escalations to protect client relationships and ensure successful service outcomes.
- Reporting & Forecasting - Provide timely updates on service performance, client satisfaction, and financial impact to senior leadership.
- Continuous Improvement - Drive innovation and process optimization to strengthen organizational capabilities and client value.
Qualifications & Experience
- A bachelor's degree in a related field is required, with a master's degree preferred.
- Minimum of 10 years of experience in service delivery or operations management, including at least 5 years in a leadership capacity.
- Proven track record in managing enterprise-level service delivery, technology, or consulting engagements.
- Strong understanding of IT service management (ITSM), ERP, SaaS, or technology-driven service models.
- Expertise in SLA/OLA management, operational governance, and client success strategies.
- Exceptional leadership, communication, and stakeholder management skills.
Critical Skills
- Bias for Action: You have a strong drive to take initiative, make decisions, and move projects forward without unnecessary delay.
- Adaptability & Agility: You thrive in fast-paced, evolving business environments and can quickly adjust to new challenges and priorities.
- Accountability: You take full ownership of your responsibilities and outcomes, ensuring commitments are met and issues are resolved effectively.
- Effective Communication: You can clearly and concisely articulate complex information to diverse audiences, from internal teams to executive clients.
Work Schedule
This is a full-time, 40-hour-per-week position with standard working hours from 8:00 AM to 5:00 PM, Monday through Friday. Flexibility is necessary to collaborate with stakeholders in the U.S. Central and U.S. Pacific Time zones.
Location
This is a remote position within the United States, Canada, or Mexico. Minimal onsite travel may be required for customer relationships and kick-off meetings.
About Mainshares
Backing the next generation of American owner-operators.
Mainshares partners with ambitious, hard working operators to acquire and operate small businesses. We do so by providing the training, investors and tools they need to succeed.
For more information, visit mainshares.com.