Role: Director of Solutions and Delivery
Location: USA (Atlanta, LA or New York) OR UK (London)
Centre: Customer Excellence
Reports: 20 FTEs across the Americas, EMEA, and APAC.
Reports to: SVP Customer Excellence 

About the role

The Director of Solutions and Delivery leads a global function spanning key stages of the customer journey, from pre-sales and solution design through to on-site delivery and post-project handover. This person will have budget accountability for customer projects, as well as forecasting, and resource planning to support profitable project delivery.

Partnering closely with Sales, Project Management, Creative Services, Customer Success, Customer Education, and Product teams, this function  supports the full spectrum of customer delivery—from complex RFPs and designing multi-surface LED environments to commissioning virtual production stages and supporting live broadcast deployments.

This newly created role brings together the former Solutions Design Team  and Technical Services Team within the Customer Excellence Center. The Director of Solutions and Delivery will develop and mentor a high-performing team (20 FTEs) across the Americas, EMEA, and APAC.

This person will have end-to-end accountability for this new team; its people, its quality standards, its commercial outcomes, and its culture. As well as ensuring the team is fully integrated within the broader Customer Excellence organisation and aligned with its strategic objectives.

The Director of Solutions and Delivery will be responsible for developing the processes, standards, and tools that allow the team to operate efficiently and at scale.

This person will be a recognised authority in their field, with deep technical expertise, strong commercial judgement, and extensive experience leading teams that bridge creative vision and technical delivery. They will bring an ambitious vision for a unified solutions and delivery function, together with the organisational and interpersonal skills to turn that vision into reality.

What you will do 

• Line manage leaders across the Americas, EMEA, and APAC regions, with accountability for the team's performance and development
• Establish a team culture that values both technical excellence and commercial acumen — where every team member understands their impact on client outcomes and business results
• Define and implement consistent ways of working, quality standards, and best practices across both design and delivery functions globally
• Raise the commercial fluency of the team — building awareness of margin, pricing strategy, upsell opportunities, and competitive positioning within the Disguise portfolio
• Act as a senior technical voice in client conversations, translating complex solutions for both technical and non-technical audiences
• Lead the team in delivering detailed system designs, equipment specifications, ROMs, SOWs, and project documentation to a consistently high standard
• Serve as the senior escalation point for complex or high-stakes technical issues across active projects globally
• Champion a culture of customer excellence across the team — where exceeding client expectations is the baseline, not the stretch goal
• Own the budgeting and forecasting for this new function in partnership with the SVP Customer Excellence
• Work with Project Management to ensure resource allocation, capacity planning, and project financials are managed effectively

Essential experience we are looking for 

• 10+ years of experience in technical solutions, pre-sales, systems design, OR delivery within the entertainment technology, live events, broadcast, or immersive experience sectors
• Proven track record of leading and developing high-performing technical teams including managers in a global, fast-paced environment
• Strong technical foundation in one or more of: virtual production, LED stages, broadcast systems, real-time rendering, media servers, or immersive AV technologies
• Demonstrated ability to operate across the full project lifecycle from first pitch through to post-delivery with fluency in both pre-sales and execution
• Demonstrated ability to build bridges between creative and technical disciplines translating vision into executable solutions
• Experience managing budgets, forecasting, and resource planning at a function or department level
• Commercially astute: able to scope projects, assess margin, understand competitive positioning, and contribute to business development strategy
• Experience with system design and diagramming tools such as Vectorworks, Lucidchart, or similar

Skills, behaviours and values we are looking for 

• Exceptional communicator and presenter: able to influence and inspire at all levels, from client stakeholders to executive leadership to individual contributors
• Strong analytical and problem-solving skills: ability to make sound decisions under pressure
• Driven: being proactive and passionate in seeking what might not immediately be apparent
• Dynamic: being able to pivot quickly with an abundance of energy and resilience
• No Ego: being approachable, authentic and humble
• Willingness to travel globally as project and business needs require

Even better if...

• Experience with Disguise or equivalent media server platforms (Resolume, Green Hippo, Disguise, etc.)