Service Delivery Director

Essential Responsibilities & Duties

• 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.

Contract & Commercial Management

• 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.
• Maintain accurate documentation of customer commitments, approvals, obligations, and operational dependencies.

Risk, Issue & Escalation Management

• 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.

Cross-Functional Operational Coordination

• 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.

Documentation & Operational Discipline

• 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.