Director of Service Delivery

Key Responsibilities

• Own end-to-end delivery of customer infrastructure deployments across compute, storage, and networking products.
• Lead cross-functional coordination between Engineering, Operations, and Customer Success to meet contractual delivery timelines and SLAs.
• Build and standardize project templates, runbooks, and delivery playbooks for repeatable success.
• Operational Excellence
• Establish measurable KPIs for delivery (on-time delivery %, SLA compliance, customer satisfaction, deployment error rate).
• Drive continuous improvement through post-implementation reviews, root-cause analysis, and automation of manual processes.
• Partner with SRE and Platform Engineering to ensure scalable and resilient deployment pipelines.
• Customer Engagement & Escalations
• Serve as executive point of contact for major customer deployments and escalations.
• Translate customer technical and business requirements into clear internal delivery plans.
• Ensure proactive communication and transparency during onboarding and implementation phases.
• Team Management
• Lead a team of Service Delivery Managers, Project Managers, and Implementation Engineers.
• Define roles, hiring plans, and professional development paths to scale the delivery organization.
• Instill a culture of accountability, customer focus, and operational rigor.
• Governance & Reporting
• Maintain governance over all active implementation projects and service delivery health metrics.
• Report performance to executive leadership, identifying risks, dependencies, and mitigations.
• Align delivery outcomes to company OKRs, revenue milestones, and customer expansion goals.

Qualifications

• 5+ years experience in cloud infrastructure, hosting, or data center operations, with 5+ years in a service delivery leadership role.
• Proven success leading Service Delivery or Implementation teams at an IaaS, PaaS, or hyperscale cloud provider.
• Strong understanding of cloud architecture, network provisioning, compute virtualization, and automation tooling (Terraform, Ansible, Kubernetes, etc.).
• Deep familiarity with customer onboarding for enterprise and AI infrastructure customers, including capacity and SLA management.
• Demonstrated ability to manage multimillion-dollar projects with complex interdependencies.
• Excellent communication skills — able to translate between technical, operational, and executive audiences.
• Bachelor’s degree in Computer Science, Engineering, or related field (MBA or PMP certification preferred).