Director of Service Delivery

Overview

We are seeking a results & data-driven Director of Service Delivery to lead delivery and operations for multiple teams and clients. This role is responsible for ensuring seamless service delivery, operational excellence, and high-impact outcomes across accounts. The ideal candidate is a thinker, doer and operational leader with deep experience in managing delivery teams, optimizing workflows, and driving consistent performance in a fast-paced environment.

This is a vendor role with Highspring for a client's team, a Fortune 100 company. This position is currently remote at our Bay Area or Austin, TX location. Additional remote opportunities outside of these areas may be available.

Bay Area, CA or Austin, TX. Additional remote opportunities outside of these areas may be available.

• Own end-to-end delivery execution, ensuring on-time, on-budget, and high-quality outcomes
• Identify, track and continuously improve KPIs, SLAs, and project health metrics to proactively identify risks and opportunities
• Serve as the escalation point for operational delivery issues, balancing client and internal needs
• Standardize delivery methodologies, workflows, and tools to drive efficiency and scale
• Partner with cross-functional teams (Sales, Recruiting, Finance, etc.) to streamline processes
• Lead continuous improvement efforts to reduce operational friction and improve client satisfaction
• Identify trends and root causes behind delivery issues to inform operational strategies
• Provide leadership with visibility into delivery health, capacity planning, and resource utilization

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

• Collaborate with client stakeholders to align on goals, timelines, and strategic priorities
• Ensure a consistent and positive client experience by aligning delivery execution with expectations
• Lead contract discussions & renewals

• Serve as a strategic partner to clients, identifying opportunities to expand engagements and provide additional value
• Contribute to business development and expansion efforts via ownership of case studies, RFPs and other sales related activities
• Manage project budgeting and P&L and identify improvement opportunities

• 10+ years of experience managing complex client engagements and delivery/operations teams
• Strong operational acumen - skilled in building metrics based reports, systems, processes, and playbooks
• Ability to translate business objectives into measurable delivery metrics and align teams around performance targets
• Experience managing project revenue and negotiating contracts
• Experience streamlining complex processes and implementing workflows designed to increase efficiency
• Comfortable balancing strategic planning with hands‑on execution
• Exceptional leadership, management, conflict resolution and collaboration skills
• Excellent verbal & written communication skills; ability to effectively communicate with and influence multiple partners and stakeholders
• Outstanding problem‑solving, critical thinking and analytical skills and experience in applying project management techniques
• Ability to work independently and drive projects to completion with minimal guidance
• Very strong organizational skills with a high attention to detail
• Demonstrated ability to create, analyze and report metrics, including knowledge of intermediate Excel/Google Sheets functions (e.g. vlookups, pivot tables)
• Ability to deal with multiple conflicting priorities and stakeholder issues and drive towards pragmatic decisions/actions
• Prior experience of having supported global clients in a fast changing product environment
• Lean Six Sigma, PMP, or other operational certifications

• Generally, the schedule is 9am-5pm Monday-Friday, however, as this is a leadership position, the Director will be on call at all times

• Full Time (40 hrs/week), salary
• Paid Time…