Director, Delivery Excellence (IT Project Delivery)

About the role

The Director of Delivery Excellence is Marco's senior leader responsible for the end-to-end project delivery experience across IT infrastructure engagements — from routine network switch refreshes to complex, multi-site enterprise programs valued at $1M or more. Reporting directly to the VP/GM of Managed & Infrastructure Technology (MIT), this role owns the full customer project journey from booking through completion and formal handover to the support organization.

Responsibilities

• Own the full project delivery lifecycle from booking to customer handover, ensuring a consistent, high-quality experience across IT infrastructure engagements of all sizes and complexity — from single-site hardware refreshes to multi-site, multi-million-dollar enterprise programs.
• Directly lead and develop the Project Management Office (PMO) and its project managers, establishing delivery standards, governance frameworks, and processes that drive consistency, accountability, and operational excellence.
• Define, implement, and continuously improve project delivery methodologies, playbooks, and quality checkpoints across all project tiers.
• Own delivery metrics and reporting — build and maintain dashboards that track on-time delivery, scope adherence, customer satisfaction, and project profitability across the full portfolio.
• Partner closely with sales, solutions architecture, and managed services leadership to ensure seamless project intake, accurate scoping, and smooth transitions into delivery.
• Drive the adoption and consistent use of PMIS tooling (currently Moovila) across the PMO and delivery teams, ensuring process adherence and data integrity.
• Develop and enforce handover standards from project delivery to the support and managed services organization, ensuring continuity of service and strong customer satisfaction at transition.
• Drive the adoption and consistent use of PMIS tooling (currently Moovila) across the PMO and delivery teams, ensuring process adherence and data integrity.
• Represent Marco's delivery capabilities to enterprise clients, participating in key project kickoffs, steering committee meetings, and executive business reviews as appropriate.
• Contribute to the evolution of Marco's professional services portfolio by surfacing delivery insights, capacity trends, and client feedback to leadership.

Qualifications

• Bachelor's degree in Information Technology, Business, Project Management, or a related field, and eight or more years of experience in IT project delivery or technology services, with at least three years in a leadership role overseeing a PMO, delivery team, or project management function; or equivalent combination of education and experience.
• Background from a Value-Added Reseller (VAR), Managed Service Provider (MSP), or Systems Integrator (SI) environment strongly preferred.
• Project Management Professional (PMP) certification preferred but not required.
• ITIL Foundation certification a plus.
• Valid Driver's License, proof of personal insurance, and an acceptable driving record.

Required Skills

• Exceptional organizational skills and deep knowledge of project management principles, methodologies, and best practices applied across a wide range of project types and scales.
• Proven experience directly leading a PMO or project management team, including process design, governance, performance management, and continuous improvement.
• Strong working knowledge of IT infrastructure project delivery including networking (LAN/WAN, wireless, SD-WAN), server environments, cloud migrations, and related technologies.
• Demonstrated ability to own and drive delivery metrics and KPIs — from building the framework to using data to drive accountability and improvement.
• Experience operating within a matrixed resource model, collaborating with peer leaders to manage shared engineering capacity across project and support workloads.
• Hands-on experience with PMIS platforms (Moovila, MS Project, Smartsheet, or equivalent); ability to drive tool adoption and data-driven delivery visibility.
• Strong executive communication skills — able to engage confidently with C-suite stakeholders, both client-facing and internally, on delivery status, risk, and strategy.
• Demonstrated track record of building, transforming, or significantly improving delivery practices within a technology services or professional services organization.
• Collaborative, cross-functional leadership style with the ability to influence without direct authority across a matrixed delivery environment.
• High integrity and accountability — models the delivery standards and behaviors expected of the broader team.

Pay

PAY RANGE: $126,941 - $209,453 annually + 20% annual incentive opportunity