L
Lwolf1d ago
New
USD 145000–165000/yr

Service Delivery Director

United StatesUnited StatesRemoteFull-timeexecutive
OtherDelivery Director
0 views0 saves0 applied
Apply Now

Quick Summary

Overview

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.

Technical Tools
OtherDelivery Director

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.

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
    •  
  • Bachelor’s 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.
  • 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
  • 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.

    • Location & Eligibility

    Where is the job
    United States
    Remote within one country
    Who can apply
    US

    Listing Details

    Posted
    May 19, 2026
    First seen
    May 20, 2026
    Last seen
    May 21, 2026

    Posting Health

    Days active
    0
    Repost count
    0
    Trust Level
    80%
    Scored at
    May 20, 2026

    Signal breakdown

    freshnesssource trustcontent trustemployer trust
    Apply for this position

    3 other jobs at Lwolf

    View all →

    Explore open roles at Lwolf.

    L
    Service Delivery Director
    CAD 145000–165000
    Full-time
    L
    Vice President, Customer Success
    CAD 220000–260000
    Full-time
    L
    Vice President, Customer Success
    USD 220000–260000
    Full-time

    Similar Delivery Director jobs

    View all →
    S
    Spsnorthamerica
    Service Delivery Director
    L
    LwolfRemote
    Service Delivery Director
    CAD 145000–165000
    Full-timeRemote
    blueacorniciblueacorniciRemote
    Delivery Director (remote)
    Remote
    W
    Workatbackbase
    Delivery Director
    W
    Workatbackbase
    Delivery Director
    EnsonoEnsono
    Senior Delivery Director – Mainframe Application Management

    Browse Similar Jobs

    Manager6.3kTeam Member5.7kAssistant Manager5.6kEngineer3.8kDirector3.1kAssistant2.9kAssociate2.8kConsultant2.7kTechnician2.6kData Collector2.2kCoordinator2.2kFitness & Wellness2.1kSupervisor2kRestaurant General Manager1.8kTeam Leader1.6kAnalyst1.6kPart Time1.6kOperator1.3kBehavioral Health1.2kDevelopment1.2k
    Newsletter

    Stay ahead of the market

    Get the latest job openings, salary trends, and hiring insights delivered to your inbox every week.

    A
    B
    C
    D
    Join 12,000+ marketers

    No spam. Unsubscribe at any time.

    L
    Service Delivery DirectorUSD 145000–165000
    Apply Now