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Position Summary 

The Service Delivery Director leads service delivery and customer engagement across a portfolio of managed services and project accounts. The portfolio may include cloud (AWS), enterprise applications (PeopleSoft), or a combination of both. This role is accountable for service quality, customer satisfaction, delivery performance, and engagement profitability. The director leads delivery teams, serves as a senior customer escalation point, and partners with Sales and practice leadership on account growth, RFP responses, proposals, and Statements of Work (SOWs). 

Key Responsibilities 

Service Delivery Leadership

• Oversee assigned accounts, ensuring services meet contractual commitments, agreed scope, service levels, and customer expectations. 

• Leads delivery leveraging applicable cloud, infrastructure, application, database, project teams. 

• Monitor service performance, resource utilization, budgets, and engagement profitability; implement corrective actions as needed. 

• Oversee major incidents and critical delivery issues, ensuring timely escalation, clear customer communication, root cause analysis, and corrective actions. 

• Govern service transitions, project milestones, and operational readiness. 

• Drive continuous improvement through automation, knowledge management, standardized processes, and operational efficiencies. 

Customer Engagement and Account Governance 

• Build trusted relationships with customer executives, IT leaders, and business stakeholders. 

• Lead governance meetings, service reviews, and Quarterly Business Reviews, presenting performance, risks, improvement initiatives, and recommendations. 

• Align delivery priorities and service improvement plans with customer business objectives and technology roadmaps. 

• Measure customer satisfaction through NPS, feedback, and service reviews; own resulting improvement actions. 

• Partner with Account Executives on renewals, extensions, and opportunities to expand services. 

• Manage customer expectations and resolve issues involving scope, priorities, resources, and delivery commitments. 

• Maintain clear accountability for customer commitments and escalation resolution. 

RFP Responses, Proposals, and SOWs 

• Lead the delivery and solution components of RFP/RFI responses, coordinating contributions from technical, operational, security, and commercial stakeholders. 

• Translate customer requirements into delivery approaches, staffing models, transition plans, governance structures, and measurable outcomes. 

• Develop and review SOWs, including scope, deliverables, responsibilities, assumptions, dependencies, exclusions, timelines, service levels, and acceptance criteria. 

• Partner with Sales, solution architects, Finance, and practice leadership to develop effort estimates, pricing inputs, and sustainable engagement models. 

• Assess proposed commitments for feasibility, resource availability, delivery risk, and contractual alignment. 

• Participate in customer presentations, solution discussions, and scope negotiations. 

• Ensure complete handoffs from sales to delivery, including commitments, estimates, risks, and customer expectations. 

• Oversee change requests and SOW amendments as engagement requirements evolve. 

Required Qualifications 

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent experience. 

• 12+ years of experience in IT services, including 5+ years leading service delivery and customer engagements. 

• Demonstrated experience managing multiple accounts, multidisciplinary teams, and onshore/offshore delivery models. 

• Experience leading managed services or project delivery in cloud infrastructure, enterprise applications, or related technology services. 

• Proven ability to manage service levels, budgets, resource plans, delivery risks, and engagement profitability. 

• Hands-on experience developing RFP responses, proposals, estimates, and SOWs. 

• Strong executive communication, customer relationship management, negotiation, and escalation management skills. 

• Working knowledge of IT service management practices and structured service governance. 

Measures of Success 

• Customer satisfaction and NPS improvement. 

• Achievement of contractual service levels and delivery commitments. 

• Account retention, renewals, and service expansion. 

• Engagement profitability and effective resource utilization. 

• Quality and timeliness of RFP responses, proposals, and SOWs. 

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job. 

Applicants are considered for all positions in accordance with statutes and regulations concerning non-discrimination on the basis of race, ancestry, age, color, religion, sex, national origin, sexual orientation, gender identity, non-disqualifying disability, veteran status, or other protected classification.

ERPA is an equal opportunity employer, as well as a substance and tobacco free workplace. All offers of employment are contingent on successfully passing the pre-employment drug screen and background investigation which may include reference checks, criminal background investigation, and when applicable licensing verification. 

Applicants must be legally authorized to work in the United States on a full-time basis. We will not consider any applicants that require sponsorship for employment visa status either now or in the future.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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