Senior Director, Service Delivery and Quality

About the role

The Senior Director, Service Delivery & Quality is the senior leader accountable for how our delivery organization serves its largest public-safety customer — owning service quality, release governance, problem management, and the teams that deliver them: QA, support, release/program management, and business analysis.

Essential Responsibilities/Duties

• Organizational Leadership
  Directly manage and develop the QA, support, release/program management, and business analysis functions

• Grow the support function from help-desk operations into a structured incident and problem management practice

• Build the BA team toward embedded product ownership within application teams

• Own release gate policy, working with engineering/platform teams to ensure enforcement is automated in the delivery pipeline

• Enforce 30-day closure verification before problem records close

• Define incident communication protocols with structured escalation paths

• Chair the Monthly Stability Review with client leadership; lead the Quarterly Executive Briefing jointly with account leadership

• Own the organization’s delivery and service metrics program: DORA metrics (deployment frequency, lead time, change failure rate, time to restore) alongside ITSM measures (incident recurrence, RCA timeliness, escape rate)

• Establish written-by-default reporting: dashboards and written status artifacts as byproducts of the work, replacing status meetings

• Maintain the Service Risk Register as a living document, reviewed jointly with client stakeholders

• Govern the service prioritization/tiering exercise with client leadership (Tier 1 Mission Critical / Tier 2 Operationally Important / Tier 3 Supporting)

• Track and report modernization and remediation progress at executive level; chair quarterly service risk reviews

• Govern adoption of shared ITSM tooling (ServiceNow ↔ Jira integration)

• Serve as the single point of accountability for service quality — the escalation point for unresolved quality or stability issues

• Build trusted relationships with client operational and executive leadership, internal delivery teams, and the engineering and platform leaders alongside whom this role operates as a peer

• Produce and present executive reporting at the monthly and quarterly governance cadence

Essential Qualifications

• Director-level (or equivalent) experience in service delivery, service management, or delivery operations within a complex, mission-critical, multi-stakeholder environment

• Experience running service governance within a modern CI/CD delivery model — automated gates, pipeline-generated evidence, trunk/train release models — and fluency in DORA metrics alongside ITIL measures

• Demonstrated experience building functions from scratch or near-scratch — not only running established ones

• Deep expertise in incident, problem, and change management, with the credibility to lead their adoption in an organization that has never had them

• Line-management experience across mixed functions (QA, support, PM/BA)

• Executive stakeholder capability — presence, communication, and judgment to operate credibly with senior client leadership

• Strong analytical capability — able to build a metrics program where none exists and use it to drive decisions

• A writing-first operating style: documented decisions, written status, artifacts over meetings

• Prior experience with AI, or readiness to learn and utilize AI tools for job-related tasks

• Public-sector or public-safety client experience

• Experience in managed service environments with direct client accountability

• Experience during a legacy modernization or platform consolidation program (governing quality through a migration)

• Proficiency with ServiceNow, Jira, TestRail, and executive reporting tooling

Desirable

• Experience in managed service environments with direct client accountability

• Experience during a legacy modernization or platform consolidation program (governing quality through a migration)

• Public-sector or public-safety client experience

• Experience in AI, or readiness to learn and utilize AI tools for job-related tasks

Pay

$190,000 - $210,000 annually

Schedule

Hybrid Workplace