Director of Service Delivery

📍 Preferred

Location:

Bay Area, CA (Remote options available) Vendor Role with Highspring for a Fortune 100 Client About the Role

Highspring is seeking a data‑driven, strategic, and execution‑focused Director of Service Delivery to lead operational excellence across multiple teams and high‑profile client accounts. You'll be the central point for delivery execution, process optimization, and team performance – ensuring our Fortune 100 client receives top‑tier service and scalable results.

Director of Service Delivery is a leadership role (with preference for Bay Area) that requires hands‑on operations experience, sharp business acumen, and the ability to thrive in a fast‑paced, high‑growth environment.

Service Delivery & Operations

• Own end‑to‑end service delivery: on‑time, on‑budget, and high‑quality execution
• Define and optimize KPIs, SLAs, and performance dashboards
• Standardize workflows and tools to scale operations
• Act as the key escalation point and problem‑solver for delivery issues
• Partner cross‑functionally (Sales, Recruiting, Finance, etc.) to drive alignment

Leadership & Team Management

• Lead and mentor a team of delivery managers
• Set clear performance goals and accountability frameworks
• Foster a culture of ownership, responsiveness, and operational discipline

Client Success & Strategic Partnership

• Collaborate with client stakeholders to align on priorities and timelines
• Ensure seamless client experiences and drive relationship continuity
• Lead contract renewals and negotiations

Growth & Business Development

• Identify opportunities to expand client engagements
• Contribute to case studies, proposals, and sales enablement
• Manage project budgeting, P&L, and margin improvements

• 10+ years in delivery, operations, or client services leadership roles
• Proven success managing complex client portfolios and cross‑functional teams
• Strong analytical and problem‑solving skills; fluency in metrics and dashboards
• Expertise in process improvement (Lean, Six Sigma, or PMP a plus)
• Experience negotiating contracts and managing financials
• Excellent communication, collaboration, and conflict resolution skills
• Skilled in tools like Excel, Google Sheets (pivot tables, vlookups)
• Experience supporting global teams in fast‑paced, evolving environments

• Standard hours: 9am‑5pm (Mon‑Fri), with leadership‑level availability as needed
• This role is remote with a preference for candidates located in Bay Area, CA

Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting.

The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company's 401(k) retirement plan.

Desired Skills and Experience

• 10+ years of experience in service delivery, operations, or client services leadership
• Proven ability to lead cross‑functional delivery teams and manage large client portfolios
• Strong operational acumen with experience optimizing KPIs, SLAs, and performance metrics
• Expertise in process improvement methodologies (Lean, Six Sigma, PMP, etc.)
• Skilled in contract negotiation, budgeting, and P&L management
• Proficient in data analysis and reporting (Excel/Google Sheets: pivot tables, vlookups)
• Excellent verbal and written communication skills
• Strategic thinker with hands‑on execution capabilities
• Strong leadership, team management, and mentoring abilities
• Adept at navigating ambiguity and prioritizing competing demands
• Experience working with global teams in a fast‑paced, evolving environment
• Comfortable with remote collaboration tools and distributed work environments