Service Delivery Director

Location: Davidson

Maximum Salary (US): 257000

Minimum Salary (US): 174000

Job Summary

Job Description – Service Delivery Director Position Title Service Delivery Director Experience 15–20+ Years Location As per business requirement

Role Overview The Service Delivery Director is responsible for leading end-to-end IT service delivery, ensuring operational excellence, customer satisfaction, SLA compliance, financial governance, and continuous service improvement. The role requires strategic leadership to manage large-scale application support, infrastructure services, digital transformation initiatives, vendor management, and customer relationships while driving business value and operational efficiency.

Key Responsibilities Service Delivery Leadership Own and lead end-to-end service delivery for multiple accounts, programs, or business units. Ensure compliance with SLAs, KPIs, OLAs, and contractual commitments. Drive operational excellence through proactive monitoring, governance, and continuous improvement initiatives. Establish service delivery strategies aligned with customer and organizational objectives. Customer & Stakeholder Management Serve as the primary escalation point for key customer engagements.

Build strong executive-level relationships with clients and business stakeholders. Conduct governance reviews, service reviews, and business performance discussions. Ensure high customer satisfaction and drive service excellence. Operations Management Oversee Incident, Problem, Change, Release, and Service Request Management processes. Ensure effective risk management, business continuity, and disaster recovery readiness. Lead major incident management and resolution activities. Drive automation and process optimization initiatives.

Financial & Commercial Management Manage P&L responsibility for service delivery engagements. Track revenue, margins, resource utilization, and operational costs. Identify opportunities for cost optimization and business growth. Support contract renewals, renewals expansion, and new business opportunities. People Leadership Lead large cross-functional teams across multiple locations. Drive workforce planning, talent development, succession planning, and employee engagement. Mentor Service Delivery Managers, Program Managers, and operational leaders.

Foster a high-performance and customer-centric culture. Vendor & Governance Management Manage third-party vendors and strategic partners. Ensure contractual compliance and vendor performance management. Establish robust governance frameworks and reporting structures. Continuous Service Improvement Drive CSI initiatives using ITIL best practices. Promote automation, AI-driven operations, predictive monitoring, and modernization programs. Implement operational dashboards and service performance metrics. Required Skills Technical & Functional Strong understanding of ITIL processes and IT Service Management.

Experience in Application Support, Infrastructure Services, Cloud Operations, and Managed Services. Knowledge of Incident, Problem, Change, Release, and Capacity Management. Understanding of Cloud Platforms (AWS, Azure, GCP) and Digital Transformation initiatives.

Experience with Service Now or similar ITSM platforms. Leadership Skills Strategic thinking and business acumen. Executive stakeholder management. Program and portfolio management. Financial and budget management. Risk and compliance management. Excellent communication and presentation skills. Qualifications Bachelor's degree in Engineering, Computer Science, Information Technology, or related field. MBA preferred. ITIL Foundation/Intermediate/Expert Certification preferred. PMP, PRINCE2, SAFe, or equivalent certifications are desirable.

Key Performance Indicators…